Program managers have slightly different permissions in Salesforce than frontline staff. If you are a program manager, please read this short primer to understand key differences in permissions.
Difference 1: Delete records/attachments
Program managers can delete any contact or case record that they own, and any attachment to a contact or case record they own. Program managers can also change the owner on any record. This means that, by making themselves the owner, a program manager can delete any record they can already edit and its attachments.
On bottom of client page
Somewhere on case record page
If the owner field is not on your program's case record layout and you'd like it to be (so you can do this in your program), let us know.
Difference 2: Modify/Create Public List Views
Program managers can create list views they then share with their staff or everyone in the organization (to learn how to create list views, read here). Front line staff can only create list views for themselves. As a reminder, list views are the way we can view a filtered list of records, like in this list view for groups and classes:
List views are useful for helping staff easily view a list of cases that meet certain criteria.