Shelter Client Care and Operations Manager

About the role

The Shelter Client Care and Operations Manager oversees the daily operations of the shelter and works to create a safe and welcoming environment for clients. This role supervises the Client Care team, approves schedules, reviews and approves timesheets for payroll, and serves as a back-up for the Manager of Housing and Supportive Services and/or Shelter Director in their absence. The individual manages kitchen operations including the ordering of needed supplies and food, and oversees the Client Care Aide Supervisors and Intake staff.

Responsibilities

• Provide direct supervision to Client Care Intake Specialist, Client Care Aide Supervisors, and Kitchen Aides
• Responsible for training (ServSafe, Medication Training, etc.), performance evaluations, hiring, and terminations of direct report staff
• Oversee the efficient operations of the Kitchen, including all meals, ordering supplies, the operations of the medication room (Medication Log compliance, medication safety and security) and coordination of seasonal overflow
• Work with the Client Care Supervisors on staff schedules and ensure staff coverage for all shifts
• Send Incident Reports to MCCH/NSES Leadership and County Monitor as required by contract
• Responsible for issuing ID's and access badges within the shelter
• Serve as a member of the leadership team and participate in regular team and staff meetings
• Consult with Shelter Director on operations, administrative, and programmatic issues
• Work closely with Shelter Director to ensure effective operations of the program and facility including implementing all NSES operational policies and procedures
• Responsible for the physical shelter environment including safety, searches, and purchasing of shelter supplies, furniture and equipment
• Review client incidents at weekly meetings with the Montgomery County Police Department and the Montgomery County Fire & Rescue
• Coordinate and document monthly fire drills and quarterly COOP drills
• Provide emergency intervention in response to crisis situations, utilizing approved deescalation skills
• Have working knowledge of HMIS system
• Coordinate transportation for clients when needed
• Work closely with the leadership team in collecting and reporting statistical data at designated times, and compile data for reporting purposes as it relates to grants
• Create and maintain program spreadsheets to track program data efficiently and work with the entire team to perform routine audits
• Assist in implementation of shelter programming and bed management system
• Participate in the on-call rotation for emergencies
• Fill in for Shelter Director and/or Manager of Housing and Supportive Services in their absence
• Meet with Volunteer/Donation Coordinator about meal donations and confirm meal schedule
• Attend and participate in monthly Emergency Services Providers meeting, and all other monthly administrative NSES meetings
• Responsible for timely submission of credit card receipts and documentation
• Promote an atmosphere of Trauma Informed Care within the shelter
• Other duties as assigned by supervisor

Qualifications

• Bachelor's degree in human services preferred; will consider related work experience equal to educational degree
• 2-year related experience with supervising shelter operations and direct care staff preferred
• Bilingual in Spanish and English highly preferred
• Knowledge of best practices including Housing First, Harm-Reduction, and Trauma Informed Care along with their methods of service delivery
• Knowledge of HMIS and Apricot 360 preferred
• Knowledge and experience in administering CPR and minor first aid
• Ability to establish and maintain positive working relationships
• Advanced skills in entering data into databases, Excel spreadsheets, Microsoft Office suite proficiency required
• Must have a valid driver's license and a clean driving record
• Advocate for homeless population
• Create an atmosphere of Trauma Informed Care
• Applicants with lived experience of homelessness encouraged to apply

Pay

$68,000 - $72,000