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 preferred).
• Experience in program planning and supervision of staff; or 5+ years on field experience/lived experience; or equivalent combination of education and experience. Preferred experience working with homeless clients and in a shelter setting.

Required Skills/Abilities:

• Language Skills - Ability to understand and interpret a variety of documents, including safety rules, operating and maintenance instructions, and procedure manuals. Ability to prepare clear and accurate reports and correspondence. Strong communication skills are essential to effectively engage with diverse individuals and groups. Bilingual communication skills (English/Spanish or English/Vietnamese) are highly valued and strongly encouraged.
• Certificates, Licenses, Registrations - Current CPR and First Aid Certification required (or complete within 30 days of hire). Valid California driver's license with access to a personal vehicle with current insurance that can be used for company business. Fingerprinting/background check as required by the Department of Justice and/or Title XXII regulations. TB test required.
• Mathematical Skills- Ability to work with basic mathematical concepts as required for reporting.
• Reasoning Ability - Ability to solve practical problems and address a variety of real-world situations where limited standardization may exist. Ability to understand and interpret instructions provided in multiple formats, including written, verbal, visual (such as diagrams), or scheduled forms. Flexibility in learning and communication methods is welcomed and supported.
• Computer Skills - To perform this job successfully, individuals should have familiarity with internet software, spreadsheet software, and word processing software. Comfort with internet research is a plus. Training and support will be provided as needed to ensure success in these areas.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit; stand, use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is required to stand and walk. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

Work Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Salary Range:

$70,304 per year.

Employee Benefits & Perks:

We offer a generous compensation package for full-time employees that includes the following:

• 4 Weeks Accrued PTO
• 14 Paid Holidays Per Year
• Paid Health, Dental, Vision & Voluntary Life Insurance Plans
• Flexible Spending Plans for Medical, Dependent Care, Parking and Transit
• 401 (K) Retirement Plan
• 24/7 Employee Assistance Program
• Upward Career Mobility
• Discounts and Savings through Tickets At Work and LifeMart

EEO:

Bill Wilson Center is an Equal Opportunity/Affirmative Action Employer.

This position description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant. Because of a need to remain responsive to the needs of our clients and our Agency's operations, responsibilities may be modified at any time.