Residential Services Manager

Residential Services Manager

At Episcopal Community Services (ECS), employees work with participants who may be experiencing homelessness, behavioral health conditions, substance use challenges, and other difficult life circumstances. While this work is meaningful and mission-driven, it can at times be stressful, demanding, or unpredictable. Employees are expected to exercise sound judgment, remain aware of their surroundings, follow established safety, communication, and de-escalation procedures, participate in all required trainings, and promptly report incidents, threats, injuries, or unsafe conditions, in accordance with ECS policies and procedures.

This position is a fully onsite, client-facing role that requires in-person interaction and direct service delivery to participants at ECS program locations. Due to the essential nature of the duties and the need for consistent in-person engagement with clients, remote work or work-from-home arrangements are not available for this position.

External Candidates: $95,005 - $96,430

Internal Candidates: $97,855 - $99,280 Based on Longevity

Summary Of Duties And Responsibilities: The Residential Services Manager carries primary responsibility for all shelter operations, ensuring high quality programming and services for residents. This position must set a tone of professionalism for all staff, emphasizing treating participants with dignity and respect, while understanding the vast diversity. The Residential Services Manager ensures client-driven services with a strengths-driven philosophy.

Additionally, the Residential Services Manager pledges guidance, training, supervision, and overall leadership to shelter staff, ensuring delivery excellent support services. This position will promote outreach efforts engaging residents in social services, including participation in Behavioral Health Team case management.

Primary Duties And Responsibilities:

Participant Interaction/Community Building

1. Form relationships with all service providers, including the on-site Behavioral Health Team. Ensure effective provision of services.
2. Field client, community, and/ or public concerns.
3. Ensure staff interaction with participants is respectful and compassionate.
4. Ensure all services and program materials are relevant, engaging, accessible, and understood by participants of differing backgrounds and histories.
5. Works to build teamwork, trust, and collaboration.
6. Develop good working relationships with neighbors.
7. Provide services-focused guidance to Assistant Residential Services Managers and Residential Services Coordinators, develop in-service training program, and provide supervision and leadership so that client-focused support services is respectful and compassionate.

Administration

1. Ensure high quality shelter operations and services.
2. With Human Resources, hire, train, supervise and, as needed, terminate employment of shelter operations staff in accordance with ECS policies and procedures. When supervising union members, follow guidelines established in the Collective Bargaining Agreement.
3. Develop and maintain staff work schedules.
4. Complete all personnel information including introductory and annual performance evaluations and an extensive log of one-on-one supervision.
5. Design and implement staff training and continuing education programs for staff.
6. Complete bi-weekly payroll and ensure overtime is minimized.
7. Gather, maintain, and report site-specific program data. Complete timely statistical reports.
8. Regularly review policies and procedures and maintain Operations Manual. Develop and implement new policies with biannual review.
9. Coordinate program activities, including those with other agencies.
10. Serve as operations team leader and coordinate activities with other shelter management staff.
11. Participate in the shelter and organizational management teams. Facilitate site management team in absence of the Program Director.
12. Follow policies, procedures, and protocols established by any appropriate City agency or funders.
13. Manage service reporting to funders and coordinate billings with Finance Department.
14. Produce and revise participant literature informing them of services, including necessary forms and contracts.
15. Carry out above duties in consultation with Program Director.
16. Attend all meetings and perform all other duties as assigned.

Health And Safety

1. Oversee shelter operations ensuring a safe environment for staff and participants.
2. With direction of the Program Director, manage site-specific emergencies or crises.
3. Carry out regular health and safety building inspections with City maintenance personnel to ensure necessary repairs and maintenance tasks.
4. Participant as an active member of ECSs Safety Committee, conducting quarterly safety inspections.
5. Provide crisis intervention and lead team in skill development.

Qualifications

Requirements:

This position requires five to ten years of direct client experience in a shelter environment with a proven ability to manage large groups and teams. The successful candidate must have proven supervisory skills with a firm knowledge of harm reduction and mental health philosophies and program models. A Bachelors degree in social services or in a closely-related field is required.

Preferred Qualifications:

Masters degree in social work or related filed, with clinical license (LCSW, MFCC, MFT) and at least five years experience in administration working with homeless adults with multiple disabilities and/or clinical supervision.

At least 5 years of leadership experience supervising staff to include: selection of staff, training, development, performance evaluations, progressive discipline, taking appropriate disciplinary action and knowing when to partner with Senior Leadership and Human Resources.

Other:

Has the skills and ability to perform tasks noted in job description. Computer literate. Can travel to various program and administrative sites. Must secure annual TB screen and finger imaging background clearance upon hiring. Will abide by ECS rules and regulations including confidentiality.

Mission Essential

• Demonstrate behavior that supports the organization's mission, vision, and values.
• Adhere to all program, funder, and organizational policies, and procedures.
• Communicate effectively and model integrity, fairness, and ethical business practices.