Supportive Services Manager

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 Road Home is seeking a highly motivated individual who is committed, compassionate, willing to be challenged, and who wants to make a difference in the lives of others. Reporting to the Resource Center Director, the Supportive Services Manager is responsible for leading the efforts of a dedicated team of supportive Case Managers that provide various services to guests at the Resource Center. The Services Team is focused on engaging with and providing individualized support for all guests to ensure each person at the resource center can quickly transition back into stable housing. In addition, the Supportive Services Manager plans, organizes, leads, and provides ongoing support for new initiatives, tailoring programs to the changing needs of those served. By providing strong leadership, setting departmental goals, tracking progress, and adjusting program direction to maximize positive housing outcomes as necessary, the Supportive Services Manager will ensure those who turn to us in need receive individualized, trauma-informed support and are able to step out of homelessness and back into housing.
*This is an in-person position.

*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.

Position(s) Available
1

Location
Gail Miller Resource Center (GMRC)
242 W Paramount Ave, SLC UT 84115

Reports to
Resource Center Director

Position Status
Full-Time

Shift/Schedule
Monday - Friday 9:00 am - 5:00 pm,
Evening and weekend availability, as needed.

Pay Grade and Starting Rate
Grade 9/$24.25/hour

FLSA Status
Exempt

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Review services offered at the Resource Center on an ongoing basis and develop new programs as needs emerge.

• Identify and share community resources that best serve guests' needs.

• Communicate with community partners and internal teams to coordinate quick and efficient access to resources for staff and guests.

• Serve as the point of contact for case management with onsite community partners.

• Analyze program data and adjust program scope and direction as needed to improve efficiency and increase positive outcomes.

• Serve as an integral member of the agency's leadership team, providing feedback on staff and guest concerns and contributing to strategies that enhance service delivery.

• Collaborate with other supervisors and teams across The Road Home to create consistency in services across homeless resource centers.

• Observe emerging trends for program participants within the homeless service sector.

• Proactively engage in problem-solving and programmatic change.

• Identify process inefficiencies and actively participate in quality improvement efforts.

• Complete special agency projects as assigned and needed.

• Attend mandatory agency training, including Trauma-Informed Care, Housing Focused, De-escalation, Suicide Prevention, CPR, and more.

• Participate in emergency drills and environmental safety activities, as required.

• Follow all agency protocols for security, safety, and sanitation to maintain a clean and secure environment for guests and staff.

• Maintain regular and reliable attendance as an essential function of this position.

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 organizational 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.

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 high-access services as foundational to our mission.
• Maintain healthy boundaries using trauma-informed approaches in all interactions.

*Other duties as assigned.

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

EDUCATION AND EXPERIENCE

• Case management, crisis services, social services experience, or lived experience with diverse populations is required.

• At least one year of direct supervisory experience is strongly preferred.

• Knowledge of homeless resources, social services, and program management is preferred.

• Experience working with diverse and/or vulnerable populations is required.

SKILLS AND EXPECTATIONS

• Model cultural humility in all interactions with staff, guests, and community partners.

• Model compassionate, trauma-informed case management and support at all levels of engagement with guests.

• Communicate effectively and handle difficult situations with professionalism, compassion, and a trauma-informed perspective.

• Lead and support a team of case managers with confidence, providing clear direction and constructive feedback.

• Stay organized and manage multiple priorities, deadlines, and program requirements effectively.

• Analyze program data and outcomes to identify trends, measure progress, and inform continuous improvement.

• Strong interpersonal skills and ability to work with diverse populations.

• Provide thoughtful and attentive customer service by communicating clearly and handling difficult situations with professionalism, patience, and empathy.

• Use computer programs (email, spreadsheets, and more) and have strong computer skills.

• Ability to accept supervision, direction, and feedback with openness.

• 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 during client move-outs (25 pounds minimum)
• Ability to sit, stand, and move for at least an hour at a time or more.
• Must be at least 21 years old, have a valid, unexpired driver’s license, and the ability to drive a vehicle, as needed.