Shelter Operations Coordinator

About the role

Feed the hungry, heal the hurting, welcome the stranger. Represent the House of Charity shelter positively in the community to develop partnerships that strengthen the program and advocate for systematic change that improves the lives of individuals affected by homelessness.

Responsibilities

• Assist in the development of program goals and execution of action plans to ensure House of Charity is most effectively meeting the individual and collective needs of each patron.
• Directly supervise a diverse operations team of at least 15 FTE staff, focused on front desk operations, patron work supervision, shelter patron laundry services, referral review and acceptance, shelter intakes, directing patrons to internal and external services and supports, shift and safety reporting, data entry and maintenance, shelter supervision and safety.
• Indirectly supervise program participants, including coordinating shift and schedule changes, directing work when shifts are open, and acting as the on-shift point of contact for participant needs and requests.
• Provide regular supervision of operations team staff, facilitate monthly staff meetings for each shift, provide daily guidance, participate in regular meetings with the Director and Shelter Program Manager, and complete daily check-ins with on-site leadership.
• Ensure patrons are aware of any announcements, events, and changes; lead regular House Meetings.
• Effectively document key decisions and meetings and communicate outcomes to staff, supervisor, and other on-site leadership.
• Assist with development, implementation, and continuous improvement of operational policies and procedures, including notifying and training staff when changes occur.
• Assist with development and implementation of employee training, inventory management, data and systems management for Shelter Intakes, Bed Lists, HMIS, Salesforce, and ODO & Ban Logs.
• Monitor staff compliance with data entry into Salesforce, HMIS, Shelter Me, and other databases; coordinate with IT on platform needs and reports; ensure data accuracy and timeliness.
• Ensure bed lists and shift reports are accurate and updated in a timely manner.
• Ensure staff complete regular perimeter checks and address any safety concerns; assist with de-escalation as needed.
• Ensure operations staff are trained in the incident report and data tracking process; ensure reports are professionally written and submitted timely to HR and the Director for CQI reporting.
• Participate in interviewing and hiring operations staff in coordination with the Shelter Program Manager and Human Resources.
• Support employee performance management, including coaching, corrective action, discipline, and termination processes.
• Monitor staff performance to ensure alignment with the core values of Catholic Charities and job description requirements.
• Participate as a member of the House of Charity leadership team to support program planning, partnership development, resident participation expectations, and staff training priorities.
• Develop and maintain positive relationships with neighbors to collaborate and support mutual needs and goals.
• Serve as designated liaison with identified community agencies and institutions collaborating in service delivery to the target population.
• Develop and maintain the staff schedule ensuring appropriate coverage on all shifts across the 24-hour program operations cycle, manage on-call supervisory duties, staff vacation requests, holiday coverage, and ensure accurate time reporting and mandated breaks.
• Participate in the on-call pool; respond as needed (via phone or in person) to emergencies after business hours to ensure safety and well-being for all patrons and staff.
• Perform as a team member to assure productivity outcome measures are achieved.
• Use appropriate administrative, fiscal, physical, and technical safeguards to ensure the confidentiality, integrity, and security of client protected health information (PHI) per HIPAA regulations.
• Regularly utilize all forms of communication (email, text, phone, etc.) and database practices professionally and as directed by supervisor.
• Accurately account for time worked according to agency standards.
• As a mandated reporter, follow all procedures to report suspicion and/or confirmation of abuse or neglect.
• Adhere to the tenets of Catholic Social Teaching and Catholic Doctrine.
• Provide a workplace free from serious recognized hazards and comply with standards issued under OSHA and state counterpart.
• Perform related functions necessary to support the mission and core values of Catholic Charities and House of Charity.

Requirements

• Bachelor’s degree and at least two years of supervisory experience with a team of 10 or more staff, or an equivalent combination of education and experience.
• Experience with individuals in recovery, mandated reporting, homelessness, residential environments, and/or mental health is strongly preferred.
• Must successfully pass a background check applicable to the position.

Skills

• Physical Abilities: Regularly sit, stand, climb, walk, hear/listen, talk; frequently lift up to 30 pounds, pull/push, carry, grasp, reach; occasionally crawl, stoop, kneel. Clearly see 20+ feet, with or without corrective lenses, ability to focus. Ability to respond to emergencies throughout the facility, walk throughout a multi-building campus, and work outdoors during inclement weather as operational needs require.
• Adaptability: Ability to adapt to changes, delays, or unexpected events; manage competing demands and prioritize tasks; change approach or method to best fit the situation.
• Analytical Ability: Ability to maintain focus for extended periods; complete research projects with resourcefulness and persistence; synthesize complex or diverse information; use intuition and experience to complement existing data.
• Attendance: Ability to consistently arrive and work as scheduled.
• Computer/Technical Ability: Working knowledge of Word Processing software, Spreadsheet software, Internet software.
• Dependability: Ability to follow instructions, respond to management direction, and complete tasks on time or notify the appropriate person with an alternate plan.
• Interpersonal Skills: Ability to maintain satisfactory relationships with others, excellent customer service skills, and a good understanding of appropriate human relations. Awareness of and sensitivity to the service population’s culture and socioeconomic characteristics.
• Judgment: Ability to make prudent and timely decisions; exhibit sound and accurate judgment; explain reasoning for decisions.
• Language Ability: Ability to read and comprehend simple instructions, short correspondence, and memos; write simple correspondence; effectively present information in one-on-one and small group situations.
• Mathematical Ability: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; compute rate, ratio, and percent; draw and interpret bar graphs.
• Motor Coordination: Ability to coordinate eyes, hands, fingers, and feet accurately and handle precise movements.
• Problem Solving Ability: Ability to identify and/or prevent problems before they occur; formulate alternative solutions; transfer learning from past experiences to new experiences of similar nature.
• Quality Management: Ability to complete duties on time and with absolute precision at least 95% of the time; edit the accuracy and thoroughness of one’s work as well as the work of others; constructively apply feedback to improve performance; generate ideas to improve and promote quality in work.
• Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions; deal with problems involving a few concrete variables in standardized situations.
• Supervisory Skills: Ability to carry out supervisory responsibilities in accordance with policies and applicable laws, including training and coaching employees, planning, assigning, and directing work, reviewing performance, addressing complaints and questions, and resolving problems.

Workplace Environment

• Noise Conditions: Exposed during a shift to constant or intermittent sounds at moderate to loud levels dependent upon daily activities.
• Exposure to Trauma: Provide direct services to vulnerable community members, including those with behavioral health challenges and those exposed to trauma. Potential for exposure to illicit drugs and air-borne contaminants (proper PPE provided).

Benefits

• Free Employee Medical Insurance
• Free Employee Dental Insurance
• Free Employee Vision Insurance
• 8 hours of paid sick leave per month
• Minimum of 2 weeks paid vacation
• Retirement (3% employer contribution and an additional 3% employer match)
• Free Long-Term Disability Insurance
• Free Life Insurance
• 13 Paid Holidays