Shelter Program Manager - Family Shelter Services

About Bill Wilson Center:

Bill Wilson Center provides services to children, youth, young adults, and families in Santa Clara County. Additionally, we reach clients through our street outreach and crisis line programs. Bill Wilson Center programs focus on housing, mental health care, supportive services, and advocacy. Bill Wilson Center is committed to working with the community to ensure that every youth has access to the range of services needed to grow to be healthy and self-sufficient adults.

A key component of Bill Wilson Center's philosophy encompasses a strength-based approach to improving the lives of the youth and young families in our communities. Bill Wilson Center has been providing services to runaway and homeless youth since 1973. Join us and become a difference maker at Bill Wilson Center!

Job Summary:

The Shelter Manager manages the day-to-day operations of the Family Shelter, establishing a supportive and welcoming atmosphere for homeless families. The Shelter Manager will collaborate with other Shelter Managers to cover all existing shifts and ensure that communication and cooperation is fluid amongst all staff in the Family Shelter to ensure uninterrupted on-site 24/7/365 coverage.

Essential Duties/Responsibilities:

Leadership and Supervision Oversee staff activities, including interviewing, hiring, training, scheduling, quarterly performance reviews, and conflict resolution.

Delegate tasks and ensure staff meet program objectives.

Conduct regular staff meetings and provide feedback.

Provide coaching and disciplinary action as necessary.

Program Management and Operations Provide or designate on-call support 24/7 for all programs and assist with crisis intervention.

Provide routine on-call coverage including nights, weekends, and holidays in rotation with other direct service staff.

Ensure adequate staffing for program excellence and contract compliance by filling vacancies as needed, complying with agency policies regarding attendance, and remaining on the job beyond the end of a shift until replacement arrives, as needed.

Develop, plan, and implement shelter programs and services for families experiencing homelessness.

Ensure a safe and positive environment for staff, families, and visitors.

Oversee guest intake, including program requirements orientation.

Address guest concerns and incidents professionally and promptly.

Maintain confidentiality and data privacy standards.

Develop and oversee the shelter budget in collaboration with leadership.

Client Services and Support Ensure a safe, supportive environment and positive community interactions and environment in a congregate residential setting.

Uphold agency policies and contractual, legal, and regulatory obligations in one's own comportment and performance; by accessing proper channels for accountability and redress if policies are breached; and by educating shelter guests about their rights and responsibilities with regard to agency policy and contractual, legal, and regulatory mandates.

Administrative Oversight Meet with grantors, conduct site visits, participate in various task force meetings and work groups.

Maintain all outcome measures and ensure appropriate documentation in Electronic Health Record system.

Complete all required reports within designated timelines.

Participate in all Performance Quality Assurance and Quality Improvement activities.

Community Engagement Represent the shelter in the community.

Build relationships with other service providers, funders, donors, and government officials.

Advocate for families experiencing homelessness.

Maintain an updated resource list for families.

Serve as a liaison with other social service and public safety agencies.

Participate in community meetings.

Additional Responsibilities Maintain grounds security and ensure fire safety protocols are followed.

Provide emergency assistance to staff and families.

Update program manuals and forms as directed.

Ensure program activities comply with agency policies and mission.

Perform other duties as assigned.

Education and Experience:

(B.A.) in Social Work, Sociology, Psychology or related field plus 2+ years of relevant managerial experience (MA/MSW…