Shelter Services Manager

Location: Orlando, FL

Job :380

# of Openings:1

REPORTS TO: Director of Housing & Programs
STATUS: Salary – Exempt – Full-Time

This position directly supervises teams of Housing Specialists across both shelters and is responsible for ensuring consistent, timely, and housing-focused case management. The Shelter Housing Services Manager ensures guests are actively engaged in their Guest Journey Plans, addressing barriers to housing, increasing income and financial stability, and progressing toward safe and sustainable permanent housing.

Manager establishes consistent case management expectations and workflows across MSC and CWF, monitors staff caseloads and guest progress, ensures HMIS/Client Track and grant compliance, conducts routine quality assurance reviews, and holds Housing Specialists accountable for documentation, service delivery, and housing outcomes.

Key Responsibilities

• Provide day-to-day oversight of shelter operations.
• Ensure consistent implementation of agency policies, workflows, service standards, and shelter expectations.
• Supervise assigned housing specialists.
• Participate in recruiting, interviewing, and hiring, and make recommendations regarding advancement and promotion.
• Monitor and evaluate staff productivity, performance, accountability, and adherence to established expectations; address performance deficiencies through coaching, corrective action, and recommendations for disciplinary action or termination when appropriate.
• Conduct regular case staffing, coaching, and supervision meetings with assigned staff.
• Address operational barriers and implement process improvements.
• Support a culture of urgency, guest-centered service delivery, dignity, accountability, and teamwork.
• Collaborate with leadership on program development, workflow redesign, and service enhancements.
• Supervise staff caseloads to ensure active engagement, timely documentation and housing progression.
• Generate, review, and analyze HMIS reports for compliance, program performance, and operational oversight.
• Maintain regular communication with Operations leadership regarding matters requiring coordination between Housing and Operations.
• Monitor contract deliverables and program benchmarks.
• Review incident reports and coordinate required follow-up actions.
• Ensure mandatory DCF reporting requirements are completed timely for concerns involving children, vulnerable adults, or safety risks.
• Oversee housing search, landlord engagement, unit identification, inspections, and move-in coordination to support timely placement into permanent housing.
• Review and monitor requests for rental assistance, security deposits, utility assistance, and other eligible housing-related financial assistance to ensure compliance with funding requirements.
• Ensure participant files, eligibility documentation, case notes, service transactions, financial assistance documentation, and HMIS/Client Track records are complete, accurate, and timely.
• Conduct routine case and file reviews to identify compliance concerns, documentation deficiencies, stalled cases, and opportunities for corrective action.
• Collaborate with landlords, property managers, community partners, and internal departments to resolve barriers and support successful housing placement and retention.
• Provide regular program updates to the Director and Assistant Director of Housing & Programs regarding caseloads, placements, expenditures, outcomes, compliance concerns, and emerging program needs.
• Other duties as assigned by supervisor.
• Bachelor's degree in social work, Human Services, Public Administration, Psychology, or related field preferred.
• Minimum 3–5 years' experience in homeless services, shelter operations, housing programs, case management, or related human services leadership.
• Supervisory experience overseeing staff members is required.
• Experience managing grant-funded programs preferred.
• Experience with HMIS/Client Track or similar database required.
• Knowled…