Shelter Service Manager-Orion (3572)

TEAM OVERVIEW: The Engagement and Workforce Services Team includes approximately 55 team members focused on building relationships, restoring trust, and planning for the next steps as youth and young adults prepare for independence. The staff helps young people learn soft skills and take attainable first steps toward longer-term employment. The Team offers transformative ways to build skills and confidence to explore a career and gain long-term employment. The Engagement Services Team includes two program sites – the Orion Center and the Denny Shell space, now called “The Annex”.

Engagement Services division within YouthCare’s Programs Department is responsible for connecting youth and young adults to services that provide continuity and stabilization; connecting young adults to critical resources and services to prevent homelessness; outreaching into the community to educate the public and share the work YouthCare is doing to end youth homelessness; and working internally to foster an integrative service delivery approach that elevates team member competencies and success in providing culturally relevant services.

POSITION SUMMARY: Under the supervision of the Senior Program Manager of Orion Center, this role will offer programmatic leadership, manage staff, and monitor data for all client services enrolled in shelter services at Orion Center. Responsibilities include overseeing shelter services, managing contracts, supervising staff, and collecting client data. Specifically, this position will supervise overnight staff and programs related to drop-in and shelter engagement services and facilitate youth connections to workforce development.

The Shelter Services Manager will create a nurturing and collaborative environment, ensuring culturally relevant experiences that guide clients in shelter towards stability, independence, and success. This role must be comfortable establishing appropriate boundaries, enforcing shelter rules, providing crisis intervention, and attending meetings. Must also have the ability to establish rapport with young people experiencing homelessness who may struggle with chemical dependence or behavioral and emotional challenges. This position directly supervises 5-8 staff members.

ESSENTIAL RESPONSIBILITIES:

• Oversee all overnight shelter services, ensuring daily operations adhere to regulatory guidelines and the agency’s philosophy, while also monitoring the development, oversight, and intake/discharge screenings, assessments, and referral processes for all clients enrolled in shelter services.
• Work closely with direct supervisor and YouthCare’s department leaders to enhance program operations, manage budgets, ensure service quality, and engage with staff across the agency to achieve organizational goals.
• Promote internal collaboration between administrative and programmatic teams to prevent departmental silos and ensure smooth cooperation. Actively participate in regular communication, collaborative projects, and integrated planning to improve overall program effectiveness and foster a unified organizational culture.
• Monitor and maintain maximum capacity and track length of stay using CaseWorthy and HMIS.
• Ensure the accuracy, timeliness, and security of internal and external data collection, and ensure staff complete accurate documentation in the CaseWorthy client database system.
• Navigate complex resources and mental health systems to effectively refer clients.
• Execute Performance and Quality Improvement (PQI) tasks, adhere to accreditation standards, and follow agency policies and procedures.
• Attend and participate in necessary training and development sessions, including those related to DEI&J and supervision.
• Ensure services meet agency/program regulations and contract obligations, aligning with best practices.
• Prepare timely and accurate narrative, qualitative, and quantitative reports.
• Oversee the safety and cleanliness of the facility, including disinfecting surfaces and following cleaning protocols. Perform light janitorial work, including vacuuming/sweeping/mopping; taking out trash; and similar tasks, as outlined by site need and agency protocols. Compile maintenance requests and submit to program leadership/maintenance staff as needed.

SUPERVISORY RESPONSIBILITIES:

• Build, maintain, and lead a high functioning cohesive team. This includes hiring, onboarding, scheduling, evaluation, coaching, professional development, and team building.
• Participate in the hiring and supervision of staff, ensuring clear understanding of job requirements and obligations.
• Provide regular supervision and coaching to direct reports, all individual contributors and direct service staff.
• Set solid, attainable goals and hold performance reviews against these goals, encouraging learning and educational opportunities, both professionally and personally.
• Complete performance reviews for all direct reports in a timely manner.
• Drive staff team to reach contractual and programmatic outcomes
• Develop and facilitate training to support staff capacity; ensure staff complete all required trainings and maintain necessary certifications
• Champion professional development opportunities that align with workforce development and youth development best practices
• Provide supervision and support to college-level interns and practicum students; including partnering with educational institutions and attending training as required.
• Provide coverage and support for the team and program participants, in the event of staff absences or position vacancy, including leading programming, supporting with basic needs and engagement, and coordinating program operations.

SPECIFIC PROGRAM RESPONSIBILITIES:

• Daily oversight of shelter frontline staff, including workforce navigator(s), engagement specialists and on-call staff; manage scheduling and ensure coverage
• Develop, regularly review, and implement workforce development, stabilization, and enrichment programming for young people
• Document internal and external client referrals by Maintaining organized records of employer contacts and outreach activities. Ensure all client-related data is both current and accurate in YouthCare’s system or other records as assigned.
• Develop and maintain strong internal and external referrals and partnerships in support of client services.
• Coordinate with partners, volunteers, external stakeholders
• Work closely with site leadership to develop and evolve equitable policies and processes related to suspensions of service; integrate restorative justice practices
• Convene weekly community meetings for clients
• Assist workforce navigators to help young people in identifying careers of interest.
• Respond to client and/or staff emergency calls, as needed.

SAFETY MANAGEMENT AND CRISIS RESPONSE

• Provide consultation and support in assessing potential emergency situations impacting client services and staffing.
• Comply with the agency’s mandated reporting requirement and report suspected abuse, neglect, or sexual exploitation of minors within the required timeframe.
• Lead staff and volunteer team debriefs of incidents. Attend to signs of secondary trauma of staff and volunteers.
• As needed, respond to crisis situations involving Orion Center programming and facilities
• In coordination with leadership, communicate effectively across teams in times of crisis. Interact as needed with outside parties such as the police department, child protection, partners, and neighbors, in accordance with agency values.

This job description is not intended to cover every aspect of your job at YouthCare. We are a team that works together to meet the needs of our clients, and every member of the team is expected to pitch in and help even beyond the specific responsibilities listed in this description.

WHAT YOU BRING:

• Demonstrated commitment to anti-racism and equity.
• The ability to maintain positive regard for young people despite periods of ambiguity and opposition.
• Coachability, and a desire to engage in candid two-way feedback as a means for professional growth.
• Demonstrated professionalism through a positive and cooperative attitude and by maintaining the confidential and proprietary nature of client/staff relationships and related work products.
• The ability to maintain stable performance under pressure or conflict; handle stress in a manner that maintains teamwork and respect for others and to the agency.
• Initiative, creativity, and flexibility
• Experience with and demonstrated integrity when working with diverse populations and cultures.
• Sense of humor and joy for the work.