Family Services Program Manager, Habitat for Humanity Philadelphia

Posted on December 03, 2012

Family Services Program Manager, Habitat for Humanity Philadelphia
Posted on: November 19, 2012

Reports directly to: Executive Director Department: Family Services

Service week (days/hours): Monday – Friday (8:30am – 4:30pm) and some Saturdays as needed

Required meetings: Internal meetings as required, Board meetings as needed, Family Services Committee monthly meetings

Personal vehicle required: Not required, but helpful in this position

Position Objective: The Family Services Program Manager is responsible for managing Habitat Philadelphia’s Homeownership Program from selection of new partner families to closing/move-in of homeowners. S/he will manage support services to selected families throughout this process and ensure that selected families are qualified, prepared and educated homebuyers. The Program Manager will mentor families throughout their time in the program and help to resolve problems that impede their success in the program.

KEY RESPONSIBILITY AREA: Family Recruitment and Selection

  • Conduct annual application process: plan, organize and hold information sessions; process applications and determine financial eligibility; schedule and conduct home visits with applicants who meet financial criteria; oversee and work closely with Family Services Committee to select applicants; present selected families to Board of Directors
  • Review the selection requirements, policy and process to assure they are effective, efficient, and in accordance with legal requirements; also ensure that policy and process is compliant with Habitat for Humanity International guidelines and stipulations; maintain updated program materials to advertise; establish system to distribute materials to the community
  • Serve as point of contact for individuals and organizations inquiring about Habitat’s homeownership program and other housing resources; maintain up-to-date resource list of other resources for families in need of housing assistance


  • Provide consistent and transparent communication to current families and homeowners to support their success ; serve as front-line communication to families currently enrolled
  • Manage Jesuit Volunteer Corps member who supports Family Services Department
  • Organize, schedule and conduct homeowner education workshops and classes throughout the pre-construction, construction, and closing phases of the program to prepare families for the responsibilities of homeownership
  • Monitor and track sweat equity hours, closing cost savings and workshop attendance
  • Plan, organize and hold family events (orientation, staff & family day, annual cookouts)
  • Work with families to plan and ensure settlement savings goals are met
  • Maintain partner family, homeowner, and property files and paperwork
  • Review and update policies, procedures and partner family manuals
  • Manage complex and time-sensitive timelines for families in each stage of the homeownership process
  • Serve as liaison between Habitat staff, construction site supervisors, committee members, and families to communicate and collaborate on issues affecting families such as policy and procedure, construction, scheduling, finances and sweat equity
  • Develop homeowner enrichment program to provide continuing education opportunities
  • Build partnerships with other nonprofits to provide other outlets for additional services (education, job training, etc) for partner families
  • Create process to capture metrics/data to track program milestones for partner families
  • Staff the Family Services Committee; continue to recruit for additional members
  • Develop Family Advocate volunteers to support families enrolled in program


  • Coordinate steps necessary to take each family to settlement and move-in
  • Ensure that families are educated and understand the settlement process and documents required for closing
  • Work with Property Program Manager to prepare Federal and State buyer approval documents prior to closing; work with families to complete buyer approval documents
  • Prepare closing documents (mortgage, note, warranty)
  • Set up mortgage accounts with Sovereign Bank and act as liaison between Sovereign and Habitat
  • Work with legal services to develop and implement improved legal standards for settlements
  • Schedule, plan and coordinate home dedications with family, construction staff and development staff
  • Schedule and coordinate family move-in along with construction staff (final walk-thru, homeowners insurance coverage, punchlist completion, etc.)
  • Work with construction staff to manage warranty issues that arise and manage expectations of families

Education, Experience, Knowledge & Skills:

  • Bachelor’s degree or equivalent combination of education and experience
  • Demonstrated community organizing skills
  • Understanding of housing market, loans; housing counseling experience a plus
  • Excellent interpersonal and cultural competency skills to effectively work with a wide spectrum of people in a collaborative way
  • Understanding of challenges facing low-income families is highly desirable.
  • Organization, attention to detail, ability to work independently with minimum supervision; strong project management skills and ability to multi-task required
  • Excellent communication skills, including public speaking and the ability to listen.
  • Patience, understanding, integrity and flexibility
  • Ability to maintain confidentiality of sensitive family information.
  • Understand the Habitat for Humanity philosophy and advocate the mission of Habitat Philadelphia

Work Environment and Conditions:

  • Most work done indoors in an office setting
  • Heavy phone/email volume
  • Needs to be able to work at a computer for long periods of time
  • Ability to lift and carry 25 pounds
  • Ability to work a flexible schedule including some weekends and evenings as required
  • Ability to travel to and from meetings and appointments in locations and times when public transit might not be available

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