Residential Services Manager

Residential Services Manager

This position is located in Evanston, Illinois. The Residential Services Manager maintains a well-functioning, supportive, and compassionate residential environment for survivors of domestic violence living in emergency shelter or long-term housing. This position coordinates the daily operations of the YWCA emergency shelter and long-term housing facilities and contributes to the comprehensive array of supports provided by YWCA Evanston/North Shore with a deep commitment to creating a warm, welcoming, and trauma-informed space for all.

The position is fully on-site and responsible for daily implementation of program strategies and community-building residential programming, and contributes recommendations to policies, priorities, and program procedures. This position is highly focused on supporting program participants and residential staff and volunteers. This role emphasizes leadership, operational oversight, and staff development, while supporting a high-quality residential experience for all participants.

Essential Functions and Responsibilities

Program Management (40%)

• Provides operational leadership and oversight of residential programming, ensuring effective implementation of program strategies, compliance with organizational standards, and alignment with agency goals.
• Responsible for ensuring the consistent, thorough, and accurate usage of the online case management system, including but not limited to training staff, daily tracking of dashboards, adherence to data entry protocols, timely communication on emerging issues, and immediate follow-up with staff when issues arise.
• Ensure daily review of Residential and Crisis Support Specialist staff documentation to ensure all client interactions are recorded in the online case management system and that all intake documentation and related paperwork for new arrivals are completed and uploaded.
• Creates and maintains scheduling and staffing of the 24-Hour Crisis Line and ensures staff are fully trained, engaging with callers in accordance with agency protocol, and regularly coordinates with the domestic violence team to ensure smooth operation of the 24-Hour Crisis Line.
• Serves as the first point of contact for all operational concerns related to residential, shelter, and 24-hour crisis line operations during assigned coverage periods, including weekdays, evenings, overnights, weekends, holidays, and emergency situations.
• Exercises sound judgment in real-time decision-making related to shelter operations, crisis response, and staff support; escalating matters in accordance with policy and supervisory guidance
• Ensures continuous 24/7 crisis line coverage by coordinating staff schedules, arranging backup coverage, and covering shifts as needed to maintain uninterrupted, safe services.
• Ensures Residential and Crisis Support Specialist staff maintain continuous, on-site availability during scheduled Crisis Line shifts in accordance with agency protocols, including adherence to step-away, communication, and supervisory approval requirements to ensure uninterrupted coverage and timely response.
• Provides consistent availability and responsiveness to Residential and Crisis Support Specialist staff, aligned with the needs of a 24-hour program, including flexibility beyond the standard 37.5-hour workweek to support crisis response, ensure crisis line coverage, and promote client safety and care.
• Regularly monitor residential security systems to ensure they are working properly, report issues in a timely manner as they arise, and review footage related to any incidents expeditiously and report according to protocol.
• Supports the development and ensures implementation of all residential processes, protocols, and rules by Residential and Crisis Support Specialist staff in a consistent and compassionate manner.
• Ensures that Residential and Crisis Support Specialists collect program evaluation data from residents and tenants and review with department leadership to identify areas for program growth.
• Assists Residential Operations Manager with the timely sorting and organizing of all in-kind donations and maintains organized and secured storage areas and timely distribution of items to residents.
• Assists Residential Operations Manager with the timely preparation and completion of required documents and process for Bridges residents.
• Regularly reports any identified facilities concerns to the Residential Operations Manager.
• Submits all required monthly reports for all programs to the leadership team.

Resident and Tenant Support (25%)

• Assists in developing and implementing strategies, in collaboration with domestic violence counseling and case management staff, to ensure a positive, warm, and welcoming living environment for a diverse array of residents and tenants.
• Collaborates with internal teams and external partner agencies to support coordinated, survivor-centered care for clients of YWCA ENS residential programming
• Builds positive, supportive relationships with clients within residential programs by assisting clients with problem solving and conflict resolution, and offering a listening ear to foster a friendly, caring environment.
• Serves as an initial point of contact for resident concerns, helping residents understand the different roles within the team and connecting them with their assigned counselor, case manager, or appropriate program staff for direct services and support.
• Coordinate and facilitate regularly scheduled resident and Bridges tenant meetings to plan, problem solve, share information, and empower residents to meaningfully contribute to their living environment.
• Facilitates opportunities for resident input on relevant issues that result in residents feeling valued, considered, and cared for as members of the shelter and Bridges communities.
• Attends case review, Bridges, and other assigned meetings, collaborating with the domestic violence team to ensure coordinated and comprehensive service delivery for all clients.
• Develops and implements consistent community-building programs and activities for shelter and long-term housing residents at Bridges that build trust and create opportunities for fun.

Staff Supervision (30%)

• Assists in developing and implementing strategies, in collaboration with domestic violence counseling and case management staff, to ensure a positive, warm, and welcoming living environment for a diverse array of residents and tenants.
• Collaborates with internal teams and external partner agencies to support coordinated, survivor-centered care for clients of YWCA ENS residential programming
• Builds positive, supportive relationships with clients in residential programs by assisting with problem-solving and conflict resolution and offering a listening ear to foster a friendly, caring environment.
• Serves as an initial point of contact for resident concerns, helping residents understand the different roles within the team and connecting them with their assigned counselor, case manager, or appropriate program staff for direct services and support.
• Coordinate and facilitate regularly scheduled resident and Bridges tenant meetings to plan, problem solve, share information, and empower residents to meaningfully contribute to their living environment.
• Facilitates opportunities for resident input on relevant issues, resulting in residents feeling valued, considered, and cared for as members of the shelter and Bridges communities.
• Attends case review, Bridges, and other assigned meetings, collaborating with the domestic violence team to ensure coordinated and comprehensive service delivery for all clients.
• Develops and implements consistent community-building programs and activities for shelter and long-term housing residents at Bridges that build trust and create opportunities for fun.

Volunteer Management and Supervision (5%)

• Collaborates with the Senior Manager of Survivor Services and the Development Team, to create and implement long-term and annual plans to build a team of volunteers to assist with the 24-hour crisis line.
• Manages a team of volunteers including but not limited to screening, selection, training, scheduling, supervising, and developing positive morale and adherence to high standards of service delivery and policies and procedures.
• Collaborates with the Development Team to plan and implement regular volunteer recognition events.

Additional Duties

• Attends staff training and participates in agency committees.
• Pursues professional development.
• Understands and adheres to all YWCA Evanston/North Shore procedures and policies as well as YWCA Employee Handbook.
• Performs other duties assigned by management

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

Requirements

Minimum Qualifications

Education : High School Diploma or equivalent.

Experience and/or Training:

• At least 3 years of experience working in a residential facility with increasing levels of responsibility.
• At least 3 years of experience working with survivors of trauma.
• At least one year of experience supervising staff or volunteers including assisting in hiring and training.

Licenses/Certificates:

• Successful completion of the Illinois 40-Hour Domestic Violence Training Certificate within 3 months of employment
• Acquisition of the Certified Domestic Violence Professional credential within 12 months of employment
• First Aid/CPR within 6 months of employment