Manager of System Navigation

TITLE: Manager of System Navigation

Pay Type: Salary

FLSA: Exempt

REPORTS TO: Director of Shelter and Housing Flow

COMPENSATION:

 Min $63,000

Max $87,000

ORGANIZATION SUMMARY

Housing Forward is the backbone organization leading one of the nation's most innovative and successful homeless response systems. Through the All Neighbors Coalition, Housing Forward aligns more than 150 public, private, and nonprofit partners to build a coordinated, data-driven system that resolves homelessness across Dallas and Collin Counties. Since 2021, the community has achieved five consecutive years of reductions in homelessness while Housing Forward has grown into a high-performing lead agency with more than 45 employees driving system strategy, performance management, and cross-sector collaboration.    

Housing Forward is entering its next chapter by implementing bold strategies to ensure no one is forced to sleep outside. The organization seeks strategic leaders who thrive in complex environments, build alignment across diverse stakeholders, and embrace a culture of continuous learning, collaboration, and innovation to drive system improvement.   

POSITION SUMMARY:

The Manager of System Navigation leads the implementation and performance of Housing Forward’s systemwide navigation model across Dallas and Collin Counties. Working closely with the Director of Shelter Access, this position integrates navigation into shelter operations and supports timely transitions from homelessness to permanent housing and stabilization services. 

The Manager supervises Housing Forward Navigation Coordinators who oversee contracted System Navigators. This position uses performance data to identify barriers, strengthen provider effectiveness, and reduce the time from navigator assignment to move-in.

The ideal candidate is an analytical, results-driven leader with strong supervisory, project management, and problem-solving skills who can drive improvements across multiple partners.

The Manager of System Navigation reports to the Director of Shelter and Housing Flow.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

Program Implementation and Operations

• Lead implementation and continuous improvement of navigation models across Diversion, Transitional Assistance, and Supportive Housing.

• Integrate navigation into shelter operations, establishing clear workflows for navigator assignments, housing planning, and timely exits.

• Establish consistent service expectations and operational standards across contracted navigation providers.

• Identify opportunities to improve coordination, efficiency, and housing outcomes across the system.

Performance Management and Continuous Improvement

• Manage navigation performance and its contribution to systemwide housing exit goals, with particular emphasis on reducing the time from navigator assignment to move-in.

• Analyze provider performance and placement timelines to identify trends, bottlenecks, and factors affecting outcomes.

• Develop and implement data-informed performance improvement strategies and targeted technical assistance to strengthen navigation effectiveness.

Supervision and Staff Development

• Supervise Navigation Coordinators responsible for day-to-day project management and performance coordination of contracted System Navigators.

• Establish clear expectations, provide coaching and performance feedback, and ensure Coordinators effectively monitor progress and address operational challenges.

• Foster a collaborative, results-focused team culture that emphasizes accountability, independent problem-solving, and continuous improvement.

System Coordination and Leadership

• Partner with Shelter Operation Manager, navigation providers, shelter providers, the Landlord Engagement team, the Padmission Journey team, and other partners to address cross-functional barriers affecting housing placements.

• Identify systemic challenges requiring changes to workflows, resources, or partner coordination and lead efforts to implement solutions with the appropriate workgroups.

• Provide leadership with actionable performance analysis, recommendations, and updates on program implementation, risks, and progress toward housing goals.

Skills, Knowledge, and Abilities:

• Facilitative Leadership: Ability to bring partners together, guide shared problem-solving, build agreement, and align efforts across organizations to achieve common outcomes.

• Process and Practice Improvement: Ability to improve complex efforts spanning multiple programs and partners by identifying gaps and inefficiencies, aligning workflows, and implementing practical changes that strengthen coordination, delivery, and outcomes.

• Data and Performance Management: Strong analytical skills, including the ability to interpret data, identify performance gaps, and use findings to improve outcomes.

• Project Management and Execution: Ability to develop actionable workplans, manage competing priorities and dependencies, and drive initiatives to meet milestones, timelines, and intended outcomes. Ability to proactively communicate emerging risks, barriers, and decisions needed from leadership, with timely escalation and actionable recommendations.

• Staff Leadership and Development: Strong supervisory skills, including the ability to coach and develop staff, establish clear expectations, and maintain accountability.

• Judgment and Problem-Solving: Ability to independently identify challenges, assess risks, develop practical solutions, and make sound decisions while recognizing when leadership intervention is needed.

• Relationship Building and Communication: Ability to build trust, collaborate across teams and partners, and clearly communicate priorities, responsibilities, and progress.

• Adaptability and Results Orientation: Ability to remain flexible, organized, and focused on results in a fast-paced environment while maintaining urgency and consistent follow-through.

• Relevant System Knowledge: Familiarity with homelessness response systems and housing interventions preferred.

REQUIREMENTS:

• Five (5) years or more of experience in human services, program management, housing services, or a related field.

• Experience supervising staff, coordinating multi-partner programs, or managing performance-driven service delivery strongly preferred.

• Must have reliable transportation, valid state issued driver’s license and car insurance. Please note that travel is required on a limited basis.

• Must be flexible to work at different sites as scheduled.

• Limited requirements, must be able to maintain files and lift objects that weigh up to 25 lbs. 

WORK SCHEDULE: 

• Housing Forward considers normal hours of operation Monday – Friday from 8:00am-5:00pm. Some nights and weekend meetings might be required to meet the needs of partner agencies or to represent Housing Forward at community meetings.

• Current Housing Forward guidelines state that employees must work at least 3 days per week in the office, but this is subject to change.  Housing Locators however are required to work in the field with landlords and property managers to the extent needed to meet unit goals. 

COMPENSATION:

• Housing Forward has a flexible PTO policy for all full-time employees. The office is officially closed on New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, & Christmas Day. Housing Forward has MLK Jr., Juneteenth, and Election Day as Days of Service. 

• This position is eligible for employer-provided benefits:   

• Housing Forward pays 90% of employee Medical, Dental, and Vision insurance and 50% of Family Medical, Dental, and Vision insurance.  

• Housing Forward provides Basic Life Insurance as well as Short- and Long-Term Disability Insurance. 

• Housing Forward will provide a laptop. We will additionally provide the applicant with a phone and/or hot spot if needed. 

For additional questions about the position, please contact Rebecca Hickom at Rebecca.Hickom@housingforwardntx.org.