Program Manager Role
Understand the program manager role, including organisation-wide oversight, program approvals, and strategic management capabilities.
Overview
Program Managers oversee entire programs and have the broadest data visibility within their organisation. They share the same dashboard as Supervisors but with organisation-wide data access, enabling them to monitor all teams, services, and Referral activity.
Key Responsibilities
Organisation-Wide Oversight
- Monitoring all Referrals requests across the organisation
- Reviewing service delivery across all teams
- Tracking organisation-wide metrics and trends
- Ensuring consistent service quality
Program Approval
- Approving programs and service configurations
- Managing program capacity and resource allocation
- Reviewing and approving organisational processes
- Setting program-level policies
Referrals Request Management
- Reviewing incoming Referral service requests (same as Supervisors)
- Accepting or rejecting Referrals with documented reasons
- Allocating Referrals to team members across the organisation
- Prioritizing critical and urgent cases
Strategic Management
- Analyzing performance metrics for reporting
- Resource planning and workload balancing
- Identifying service gaps and improvement opportunities
- Reporting to stakeholders
Permissions
| Action | Permission |
|---|---|
| View all Referral requests in organisation | Yes |
| Accept Referral requests | Yes |
| Reject Referral requests (with reason) | Yes |
| Allocate Referrals to team members | Yes |
| Approve programs | Yes |
| View all records in organisation | Yes |
| View all Service Episodes | Yes |
| View all team Activities | Yes |
| View Service User information | Yes |
| Supervise cases | Yes |
| Access settings | No (Admin only) |
Data Visibility
Program Managers have organisation-wide visibility:
| Data Type | Scope |
|---|---|
| Referrals requests | All services in the organisation |
| Service Episodes | All Service Episodes across all teams |
| Activities | All Activities across all Case Workers |
| Service User records | All Service Users in the organisation |
| Team performance | All supervisors and Case Workers |
This is broader than Supervisor access, which is limited to their directly supervised staff.
Comparison with Other Roles
| Feature | Case Worker | Supervisor | Program Manager |
|---|---|---|---|
| Data scope | Own records only | Own + supervised staff | Entire organisation |
| Accept/Reject Referrals | No | Yes | Yes |
| Allocate to staff | No | Yes | Yes |
| Approve programs | No | No | Yes |
| Supervise cases | No | Yes | Yes |
Dashboard Features
Program Managers use the same Supervisor Dashboard, which provides:
- Analytics Overview - Pending requests, active Service Episodes, Activities/Service Episodes ratio, monthly Referrals
- Pending Referral Requests - Incoming requests with Accept/Reject actions
- Service Users Needing Contact - Service Users not contacted in 5+ days (across all teams)
- Pending Service Dispatch - Referrals awaiting service assignment (organisation-wide)
The key difference is that all data shown is organisation-wide, not limited to a specific team.
For detailed dashboard documentation, see Supervisor / Program Manager Dashboard.
Workflow Overview
Management Hierarchy
Admin
└── Program Manager (organisation-wide oversight)
└── Supervisor (team-level oversight)
└── Case Worker (individual caseload)
Program Manager Workflow
Monitor Organisation Metrics
→ Review Pending Referral Requests
→ Accept & Allocate (or Reject)
→ Monitor Service Delivery
→ Track Client Engagement
→ Report to Stakeholders
Best Practices
Strategic Oversight
- Review organisation-wide analytics at the start of each day
- Monitor pending requests across all services
- Track Referral trends over time using monthly Referral counts
Resource Management
- Balance workload across supervisors and teams
- Monitor the Activities / Service Episodes ratio to identify underperforming areas
- Ensure all services have adequate staffing
Quality Assurance
- Review the Service Users Needing Contact section for systemic issues
- Follow up on Referrals delayed in the dispatch queue
- Ensure rejection reasons are well-documented and appropriate
Stakeholder Reporting
- Use analytics data for regular reporting
- Track Referral volumes and service delivery outcomes
- Document program capacity and resource utilization
Common Tasks
| Task | How To |
|---|---|
| Accept a Referral request | Supervisor Dashboard |
| Reject a Referral request | Supervisor Dashboard |
| Monitor Service User contacts | Supervisor Dashboard |
| View dashboard | Supervisor / Program Manager Dashboard |
| Search for Service Users | Searching for Clients |