Associate Director of Residential Services

Position Summary

The Associate Director of Residential Services is responsible for HRM's Emergency Shelter programs, one of the agency's most visible and requested services. This role ensures that our residential program is a safe and supportive environment for survivors at the highest risk of severe harm to engage in the services needed to attain independence and stability.

In coordination with the Director of Stability Services, this position sets the direction and goals for all activities of the Residential Services department which includes an 84-bed emergency shelter, health suite, a team of resident advocates, food service, donation management, and housekeeping. The Associate Director ensures practice standards reflect trauma-informed care, advance agency mission, meet program goals, and comply with HUD, VAWA, and OVW legal and best-practice requirements.

The Associate Director maintains excellent working relationships with other HRM programs and community partners to ensure high-quality, timely, effective, and seamless service provision. As a member of HRM’s 24-hour crisis operations, this position participates in a leadership on-call rotation and will require response to urgent operational or safety matters outside regular business hours. The Associate Director is not expected to provide routine night and weekend shift coverage but must be available for consultation with staff when significant concerns arise.

• Establishes, implements, and maintains program standards, policies, procedures, and quality assurance.
• In collaboration with the Director of Stability Services, develops and implements program goals and objectives
• Coordinates with Associate Director of Supportive Services to coordinate resident service implementation, client team meetings and resident transition review with participation from all residential and supportive service programs.
• Establishes and monitors best-practice standards for client engagement, including trauma-informed care, voluntary services, and harm reduction models.
• Develops and maintains processes for client feedback to inform programming; receives and investigates client grievances and community concerns.
• Uses the agency information system and other methods to monitor and report on program quality and key performance indicators, including client service data integrity, success measures, and occupancy/utilization rates.
• Investigates client complaints and directs corrective action plans.
• Determines participant length of stay and termination from programs.

• Meets weekly with direct reports in one-on-one and/or team meetings to provide feedback and direction.
• Oversees work assignment, training, supervision, and performance evaluation of staff.
• Organizes staffing plans and 24/7 coverage of the Emergency Shelter; supports and encourages staff participation in agency-wide functions such as back-up coverage of the 24-hour hotline.
• Serves as primary hiring manager for residential program staffing needs.
• Coordinates intern and volunteer recruitment and utilization
• Designs and implements performance improvement plans and disciplinary action for staff, in consultation with Human Resources.
• Establishes and approves staff work schedules; assigns work to direct reports and related staff.

• Oversees resource management, including allocation and utilization of operations and personnel budgets.
• Manages daily operations of Residential programs, including food service, operations, and administration.
• Ensures the collection and integrity of client service data in accordance with funding and regulatory compliance.
• Serves as safety coordinator for…