Family Shelter Manager

About the role

UMOM New Day Centers is Arizona's largest provider of services for families experiencing homelessness. Founded in 1964, our mission is to end family homelessness by restoring hope and rebuilding lives. We provide shelter, supportive services, and housing programs to families and individuals experiencing homelessness in Maricopa County. Serving over 13,000 unique individuals annually, UMOM includes the Family Housing Hub, Maricopa County's family coordinated entry system.

Essential Duties and Responsibilities

• Manages the daily operations of UMOM's emergency shelter programs, including housing-based case management, basic needs, health and safety, and monitoring census.
• Supervises the daily operations of the case management team, including onboarding new clients, case plan development, goal management, and exit planning.
• Coaches case managers on building effective housing and employment case plans for all clients in a timely manner.
• Oversees the entire client experience including intake process, case management model, and exit planning.
• Aid Director in leading weekly staff meetings with case management team to address client barriers, build effective case plans, design exit plans, and create an environment of peer-to-peer learning.
• Reviews all incident reports, violations, and rundowns and responds accordingly based on policies.
• Connects case managers with the internal and external resources needed to support client's successful exit.
• Implements, and maintains policies and processes related to the emergency shelter program.
• Aligns case management efforts to support UMOM's strategy around Income + Housing = Ending Homelessness.
• Data Driven & Outcomes Oriented Approach to Impact
• Oversees workflows and case management model to maximize efficiency, effectiveness, and consistency of impact in alignment with identified goals for program.
• Audits client files to ensure program model is being adhered to and utilizes as a teaching tool for staff.
• Maintains standards related to the importance of data quality, data completeness, data timeliness, and touchpoint audits.
• Conducts on-going evaluation of all program activities utilizing ETO, HMIS, and other relevant databases.
• Provides reports, summaries, and documentation as needed.
• Maintains program budgets monthly.
• Supervises staff, including training, direction of work, appraisal of productivity and efficiency, delivery of feedback and coaching, and disciplinary action, if required.
• Provides clinical guidance to staff as needed, including emergency and crises situations, and maintains on-call access to team.
• Reviews client outcomes with each case manager to identify strengths, opportunities, and connects them with the appropriate professional development opportunities to further support their efforts to deliver excellent service.
• Acts on behalf of the Director of Emergency Shelters, as needed.

Qualifications and Competency Requirements

• High School or GED Diploma, required.
• Bachelor's or Master's degree in a related field, preferred.
• Minimum 5 years of professional experience, with at least 3 years of experience in relevant roles (e.g., shelter operations, homeless services, non-profits, operations management, and/or community-based organization positions).
• Minimum 2 years of experience in supervisory roles.
• Knowledge of non-profit/social sector; experience working with underserved or disadvantaged populations preferred.
• Knowledge of domestic violence, child welfare, substance abuse, mental health and human trafficking is a plus.
• Computer skills: Proficiency with Windows operating system, Microsoft Word, Excel, Power Point and Outlook.
• Previous experience with Efforts to Outcomes (ETO) or HMIS is preferred.
• Compliance: Valid Level One Fingerprint Clearance Card or the ability to obtain one.
• Ability to clear the Central Registry Screening from the Department of Child Safety & Adult Protective Services.
• Ability to comply with and pass all required background check and drug screening requirements, including but not limited to pre-employment and random drug screening as required/requested.
• Valid AZ Driver's License and a driving record that falls within UMOM's policy.
• 50/100 level of car insurance coverage.

Work Schedule

The typical schedule for this position is Monday-Friday, on-site, normal business hours and may include occasional nights and weekends as needed to support the needs of the position and the organization.