Resource Center Director - Gail Miller Resource Center

Job Description

Job Description

Who We Are

The Road Home was founded in 1923 and has been a leader in ending homelessness for over 100 years. We provide emergency shelters, supportive services, and housing-focused-minded rental assistance that helps individuals and families step out of homelessness and back into the community. We are seeking compassionate and empathetic individuals who are interested in making a difference in the lives of others and their communities. 

The Road Home is an Equal Opportunity Employer Our mission to help people experiencing homelessness is strengthened by a highly qualified team with a variety of perspectives, backgrounds, and experiences. We are committed to fostering a workplace where everyone feels valued, respected, and empowered to contribute their unique strengths.

We welcome applicants from all walks of life who share our passion for ending homelessness, collaboration, and compassion. Together, we can create a supportive environment where every voice is heard, and every person has the opportunity to succeed.

BENEFIT SUMMARY

The Road Home is a 501c3 non-profit social services agency whose mission is to help people step out of homelessness and back into our community.
Come be part of the solution.
We have a robust, reasonably-priced, and inclusive benefits plan for full and part-time employees (25-40 hours/week)

• Health Care Plan (Medical, Dental & Vision)
• HSA, FSA, HRA (We reimburse part of your deductible!)
• Retirement Plan (403B with TRH contribution and match)
• FREE Life Insurance for employees
• Paid Time Off (Vacation, Sick & 12 Public Holidays)
• One Floating Holiday Per Year
• Free Short Term & Long Term Disability
• Employee Assistance Program
• Free Training & Development
• Tuition Assistance for a wide variety of classes!
• Public Service Loan Forgiveness (PSLF) qualifying agency

Job Summary  

The Director of the Homeless Resource Center provides leadership and oversight of all programs and services at the resource center, with a focus on Housing Focused services for individuals and families experiencing homelessness. This role ensures that Trauma-Informed Care and best practices are integrated at every program level, working tirelessly to streamline services that aim to end homelessness as quickly as possible for every person served. The Director values and actively creates opportunities for input from clients, staff, and community partners. This position serves as a model for ethical, fair, competent, and professional values in all aspects of service delivery and client relations. This includes providing supportive and appropriate individual services, upholding client rights, maintaining confidentiality and healthy boundaries, and demonstrating respect for the personal dignity, worth, and privacy of each client. The Director is committed to supporting the self-determination of clients as they work to address their needs, problems, goals, and interests. 

*Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. 

*This is an in-person position that requires travel between various resource centers and shelters.

*There may be flexibility for occasional remote work with work plan approval from their Supervisor.   

Location

Gail Miller Resource Center
242 W Paramount Ave, SLC, UT 84115

Reports to
Division Director of Single Crisis Services

Position Status
Full-Time

Shift
40 Hours / week, on-call

Pay Grade and Starting Rate
Grade 14, $37.64 / hour

FLSA Status
Exempt

Essential Duties and Responsibilities  

1. Oversee all program operations to ensure success of the program in meeting the needs of people experiencing homelessness. 
2. Work closely with the position supervisor in a continuous improvement model to ensure ongoing program evaluation and foster a learning environment. 
3. Collaborate with the other departments in our agency as well as onsite and other community partners to develop and coordinate client services. 
4. Keep abreast of federal and local changes regarding homeless services, housing services and shelter as well as new and emerging best practices and research. Actively seek data-driven solutions to service challenges. 
5. Carry out administrative duties including reports, collection of data, development of resources, program evaluation, and research. 
6. Work with agency management and the accounting team to monitor and manage services budget, process invoices, and maintain records. 
7. Participate in, and where appropriate, provide leadership to various community engagement projects and homeless services system governance activities. 
8. Maintain effective and cooperative inter-agency relationships, including attending and contributing to community meetings and committees related to services, as applicable. 
9. Serve as the primary point of contact for all community meetings and partnerships related to the resource center. 
10. Build and foster relationships with partner agencies; including education, employment, mental health, substance abuse, and medical providers to support client services that can transition into housing stability support as guests move out into the community. 
11. Attend mandatory agency trainings, including Trauma-Informed Care, Housing Focused, De-escalation, Suicide Prevention, CPR, and more.
12. Participate in emergency drills and environmental safety activities, as required. 
13. Follow all agency protocols for security, safety, and sanitation to maintain a clean and secure environment for guests and staff. 
14. Maintain regular and reliable attendance as an essential function of this position. 

*Other duties as assigned.  

*Reasonable accommodations may be considered to enable all individuals to perform these essential functions, so please still apply. 

Supervisor Duties and Responsibilities

1. Model trauma-informed leadership in all interactions with staff and guests. 
2. Provide clear, constructive feedback to staff regularly, fostering growth and accountability. 
3. Hire, train, mentor, and support team members through hands-on guidance and resource sharing.
4. Delegate tasks effectively while ensuring equitable distribution of workload. 
5. Resolve conflicts promptly and professionally, using de-escalation techniques and leading difficult conversations with kindness and directness.
6. Uphold agency policies consistently and lead by example. 
7. Conduct regular one-on-one meetings with employees to exchange feedback, actively listen, and address professional development needs. 
8. Develop and implement performance improvement plans and other corrective actions when needed, with measurable goals, equipping staff with the tools and guidance to achieve success. 
9. Collaborate cross-departmentally to align team goals with the organization’s mission. 
10. Monitor and ensure completion of all mandatory training, while maintaining accurate participation records. 
11. Track and report on team performance metrics (attendance, outcomes, etc.), as needed. 
12. Perform employee evaluations as scheduled, offering actionable feedback and tailored support. 
13. Advocate for staff needs while balancing operational priorities. 
14. Direct a diverse team of staff, including 24/7 support personnel and case management professionals. 
15. Ensure the highest quality of data entry, documentation, and reporting across all program areas. 
16. Lead weekly collaboration meetings with internal staff and external partners as required. 
17. Supervise approximately three full-time equivalent (FTE) direct reports, who are responsible for overseeing a team of approximately 30 FTE staff. 
18. Supervise graduate and undergraduate student interns as available. 

Promoting Best Practice 

• Actively engage with and honor the unique backgrounds, identities, and experiences of all individuals we serve.
• Advance the agency’s commitment to honoring diverse ethnic and cultural heritages through daily actions that foster genuine belonging.
• Implement Housing Focused principles, risk management strategies, and access to services as foundational to our mission. 
• Maintain healthy boundaries using trauma-informed approaches in all interactions. 

*Must pass a pre-employment background check and drug screening.   

Education and Experience 

• Bachelor's Degree or higher from an accredited college or university or equivalent work experience in Social Work or another related field is required.
• Minimum of two years of experience working with homeless or low-income populations is required. 
• Knowledge of homeless or severely at-risk populations. Experience in related fields may be substituted. 
• Knowledge and experience of administrative duties, including project management, reporting and presentation, computer fluency, and organizational skills, is preferred.
• Minimum of two years of experience supervising a diverse staff is preferred.

Skills and Expectations 

1. Demonstrate emotional regulation skills to remain calm and composed during high-pressure situations, maintaining professionalism in all workplace interactions. 
2. Exhibit strong public speaking skills and the ability to communicate professionally with elected officials, funders, and other high-level stakeholders. 
3. Maintain productive, collaborative relationships with external partners, responding promptly and professionally to all public inquiries. 
4. Provide strong, supportive leadership to a diverse team, fostering an environment of growth, accountability, and professional development. 
5. Demonstrate excellent organizational skills and the ability to manage multiple priorities, programs, and deadlines simultaneously. 
6. Model cultural humility and a deep commitment to equity, diversity, and inclusion in all interactions with staff, clients, and partners. 
7. Analyze program data and outcomes to identify trends, inform decision-making, and drive continuous quality improvement. 
8. Navigate complex and sensitive situations with sound judgment, integrity, and a commitment to ethical practices and client rights. 
9. Strong interpersonal skills and ability to work with diverse populations. 
10. Provide thoughtful and attentive customer service by communicating clearly and handling difficult situations with professionalism, patience, and empathy. 
11. Use basic computer programs (email, spreadsheets, and more) and have strong computer skills. 
12. Ability to accept supervision, direction, and feedback with openness. 
13. Communicate clearly and effectively with clients, coworkers, and supervisors using verbal and written communication. 

Physical and Equipment Requirements 

• Ability to lift and move heavy items up to 25 pounds.
• Ability to sit, stand, and move for at least an hour at a time or more.
• Ability to use stairs or steps. 
• Willingness to assist in all areas of shelter operations, including organizing or lifting supplies as needed.
• We welcome candidates of all physical abilities. This role involves active engagement in a shelter environment; however, we are committed to providing reasonable accommodations to ensure any leader can successfully perform these duties. 

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