Emergency Services Program Manager

Description

Every person who walks through the door at Emergency Shelter is in crisis, and you strive to provide respite. Using trauma-informed communication, your focus each day is to ensure staff provide the care and services necessary to exit the crisis of homelessness as quickly as possible.

Key Qualities:

• Commitment. You believe in Shelter House’s mission to prevent and end homelessness in our community and are drawn not just to the work described in this posting, but to the fact that it is here.
• Curiosity. You have a habit of asking “why” or “how,” which leads you to have excellent analytical skills and problem-solving ability.
• Organization. You know what needs to be done when, and you have methods in place to ensure you make that happen.
• Communication. When you write or speak, folks know exactly what you are saying, and the tone is appropriate to the audience.
• Detailed. You read the assignment before beginning the work, and you dot and cross every single proverbial i and t.  
• Consensus building. You have excellent interpersonal skills and can both mediate misunderstanding and negotiate to resolve conflict. 
• Flexible. You can adapt to the needs of the organization and its employees.
• Patience. You can work with brand new hires and seasoned professionals, with complicated insurance documents and our fleet of vehicles, never breaking (much of) a sweat.
• Judgment. An excellent supervisor, you model sound decision-making and leadership by undergoing careful analysis prior to making recommendations and involving any additional departments or individuals necessary.
• Humility. You understand that no necessary task is beneath any of us when it will advance the mission.
• Cooperation. You work well with members of your team and with folks in other departments.
• Growth minded. You know and embrace that there is always more to learn and do.

Essential Duties and Responsibilities:

1. Supervision

• Ensure a trauma-informed workplace is achieved and maintained by demonstrating a balance of kindness, competence, and care toward self, others with whom we work, and those for whom we provide care.
• Plan and provide training and supervision to the Service Coordinator, Behavioral Health Coordinator, Street Outreach, and Case Management staff
• Review caseloads and troubleshoot barriers that arise. 
• Review all written violations, incident reports, and staff log narratives for appropriateness and completion; follow up with guests and staff.
• Educate and provide feedback to staff on data compliance requirements. 
• Participation in an on-call rotation to respond to urgent program needs outside of regular business hours.

2. Data Management and Compliance 

• Monitor and ensure the programs’ compliance with federal, state, and local funding and regulations and recommend best practices.
• Obtain and maintain a HMIS license. 
• Check client files to ensure staff maintain appropriate documentation and record keeping. 
• Ensure confidentiality and data privacy standards are met.
• Oversee the timely collection and entry of data.
• Complete and submit monthly, quarterly, and annual reports submitted to the Program Director on a timely basis. 
• Conduct program audits to ensure compliance and address potential issues. 
• Serve as a point of contact for data system entities. 

3. Program Oversight

• Provide quality assurance with respect to all client services, ensure services are delivered through an equity lens, provide client-centered and trauma-informed care, and maintain fidelity to a low barrier approach.
• Through effective communication, ensure program goals and activities comply with Shelter House policies, mission, purpose, and values. 
• Promote and integrate principles of equity, access, and inclusion into program design, staffing, and service delivery. Ensure that services are responsive to the unique needs of underserved populations. Uphold nondiscrimination practices by ensuring all agency programs are accessible to eligible individuals regardless of race, color, national origin, disability, religion, sexual orientation, gender, or other protected classes.
• Confirm Fair Housing guidelines are practiced. 
• Guide all client activities, ensuring the timely response to questions and concerns are completed in accordance with requirements, rules, and regulations.
• Provide emergency assistance to clients and co-workers as necessary.
• Oversee decisions related to client discharges and issuing of trespass notices, in accordance with agency policy.
• Coordinate and respond to critical incidents, including medical, mental health, or security-related emergencies. Ensure staff are trained on protocols and that debriefings are conducted post-incident.
• Document and notify the Program Director and Operations Director of high-level guest concerns, potential workflow problems, and/or any exceptions to policy that could impact program flow and security as appropriate.
• Maintain knowledge of fire, safety, health, and work standards to ensure a safe and positive environment for all.
• Responsible for hiring, training, supervision, and evaluation of program staff, interns, and volunteers in alignment with agency goals.
• Provide informed tours and presentations as needed.
• Update approved forms and manuals as directed. 
• Manage program budget.
• Maintain up-to-date local and regional resource information and disseminate to staff as appropriate. 
• Model positive professional behavior including through appearance and communication with others. 
• Recognize and perform the duties of a mandated reporter as outlined in federal, state, and local regulations as appropriate. 
• Support community engagement and collaboration by developing relationships with other service providers including, but not limited to, mental health, medical, government, and other stakeholders. 
• Maintain grounds security at all times.
• Assess, address, and report program risks.  
• Attend trainings to stay-up-to date on best practice standards; ensure Shelter House remains in compliance with funders’ requirements. 
• Attend and participate in one-on-one meetings with the Program Director, weekly staff and management meetings, and team building gatherings.
• Work closely with departments across the agency to ensure communication, coordination of efforts, and alignment of objectives. Participate in cross-functional meetings, contribute subject-matter expertise, and support the development and implementation of agency-wide initiatives.
• Foster positive working relationships to promote a cohesive and cooperative work environment.
• Serve as liaison between Shelter House and other social services, stakeholders and/or public safety agencies. 
• Attend community meetings as requested by the Program Director.
• Carry out additional tasks, responsibilities, or special projects as directed by management, consistent with the overall goals and objectives of the agency.

This position description is not intended to be a complete list of responsibilities, duties, or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

Reports to:  Director of Programs 

Requirements

Required Skills:

• Excellent time management skills with a proven ability to meet deadlines.
• Proficient in Microsoft Office Suite or related software.
• Proficient with, or the ability to quickly learn, the organizations HMIS and HR management systems. 

Education and Experience:

Bachelor’s degree (B.A) or equivalent from a four-year college; or 3-5 years related social work and/or non-profit program management experience and/or training; or equivalent combination of education and experience. Human services experience dealing with issues unique to homelessness, substance abuse, mental health, and physical disabilities preferred. 

Certifications, Licenses, Registrations:

Current vehicle insurance and a valid Iowa state driver’s license. 

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.

The physical demands and work environment are representative of those that must be met or encountered to successfully perform the essential functions of the job. In compliance with the Americans with Disabilities Act (ADA), Shelter House will provide reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

Interviews with qualified candidates will be conducted on a rolling-basis until the position is filled. Shelter House is an Equal Opportunity Employer and a United Way Agency.