Position Summary: The Shelter Programs Manager I is responsible for managing and overseeing The Sophia Way's three shelter programs; working alongside the Shelter Programs Manager II and closely with the Program Leads to maintain the highest standards of service of The Sophia Way (TSW). This position supports The Sophia Way's mission of assisting women who are experiencing homelessness by providing management of the Day Center, Sophia's Place, Helen's Place staff and facilities and support to the case management team. Additionally, this position supports program participants, utilizing the trauma-informed care approach to foster a dignified and supportive space for all while ensuring adherence to program and shelter policies. This position supports and assists the Managing Executive Director with ensuring the effective operations of The Sophia Way shelter programs, including compliance with all government and safety regulations and The Sophia Way policies. Please visit our website for the full job description.

Relationships

• Reports directly to the Managing Executive Director
• Works alongside Shelter Programs Manager II
• Collaborates with Behavioral Health Program Manager
• Supports Lead Case Manager and the case management team
• Directly supervises Program Leads, Shift Leads, Shelter Staff, and Volunteers
• Shelter Program point person for the Executive Director of Finance and Operations
• Works jointly with Human Resources

Essential duties include, but are not limited to:

• Managing and overseeing The Sophia Way's three shelter programs; working alongside the Shelter Programs Manager II and closely with the Program Leads to maintain the highest standards of service
• Corresponding with external providers and internal programming
• Represents The Sophia Way at meeting with other Eastside and city/county shelters, organizations, providers and advocates
• Streamlines communication between all teams and programs, building and maintaining cooperative relationships with all programs staff and clients to create a cohesive team and provide excellent service to clients and inspired leadership
• Works with Shelter Program Leads and Shift Leads to manage, train, and coach shelter support staff, developing internal training processes and seeking out other training and development opportunities for self and staff; encourages, mentors, and coaches staff learning, improvement and development
• Responsible for ensuring shelter staff performance is reviewed and documented regularly; provides clearly worded support, praise, coaching, and constructive criticism appropriately and ensure programs staff understand and complies with all The Sophia Way employment and shelter policies
• Maintains a thorough understanding of all The Sophia Way's organizational policies, including the employee handbook, shelter manuals, and job aids
• Collaborates and maintain good relationships with service providers, host sites, and their teams; helps to troubleshoot and provide solutions for any problems that may arise
• Ensures the safety of shelter participants and staff by adhering to health and safety guidelines and regulations, including COVID-19, fire drills, etc.; sits on the safety committee to ensure all requirements are met
• Directly addresses and manages employee matters, including staff complaints, conflict resolution, and disciplinary issues; documents issues and ensures appropriate team members are notified as to matters of concern
• Manages the outward-facing communications of the shelter sites, answering questions from existing and potential clients, the community, and other The Sophia Way partners; directs inquiries to the appropriate The Sophia Way team members
• Works with Managing Executive Director and Shelter Program Leads to develop and maintain programmatic services for shelter participants, including service providers (e.g. medical, dental, legal), skill development and recommendations from shelter participants
• Assists with pre-screens, interviews, hiring, and terminating programs staff
• Ensures staff are completing all reporting and compliance documentation; provides training and clear instructions for all documentation and database updates, shift logs, and incident reports performing audits as needed
• Completes payroll submission for self in compliance with TSW policies, including timely submission by payroll for processing and arranging with Shelter Program Manager II appropriate coverage of work obligations when out of office
• Establishes that staff are completing all reporting and compliance documentation; provides training and clear instructions
• Manages scheduling, agendas, and communication for team and staff meetings, including weekly check-ins with staff and leads, monthly staff, community, and team meetings,
• Oversees and supports the Shelter Program Leads with developing staff schedules, arranging coverage, and planning for unexpected coverage needs due to illness, vacation, and/or emergencies

Organizational & Supervisory Responsibilities:

• Maintains thorough understanding of TSW organizational policies, including employee handbook; follows policies and leads by example.
• Works with external stakeholders and partners to collaborate on addressing issues that people experiencing homelessness face to include advocating for policy changes
• Devising new programs that support women experiencing homelessness
• Conducts the creation and distribution of staff and client surveys for quality assurance and gauging satisfaction
• Manages the Client Feedback email, responding to and ensuring the proper personnel both shelter participants and program staff
• Meets all fiscal reporting deadlines as set forth by the organization and as dictated by contracts
• Conducts Staff and Client surveys for quality assurance and work with PM II and the Managing Executive Director to determine how improvements should be made
• Collaborate with Program Manager II and Managing Executive Director to review client grievances and determine what is the best course of action.
• Works with site providers and Shelter Program Leads to maintain functioning equipment and repair, along with facility budgets for the shelters,
• Create and facilitate a resident council, to create programming that is inclusive and is based on the needs reported to by those we serve
• Create, implement and supervise policy and guideline changes in collaboration with Program Manager II
• Steps in and completes the duties of Shelter Program Manager II and Lead Case Manager when they are on vacation, sick, or on leave
• Assists Shelter Program Manager II and Lead Case Manager in addressing employee matters, including staff complaints, conflict resolution, and disciplinary criteria; documentation issues and ensuring the appropriate team members are notified as to that concern.

Non-essential duties:

• Assists with other organizational activities as directed.

Supervision Received: Position reports to the Managing Executive Director

Supervision Exercised: Directly supervises Shelter Program Leads and supports their management of shift leads, shelter staff, and volunteers.

Educational Qualifications: Bachelor's degree and five or more years of related professional experience preferred or an equivalent combination of education or work experience sufficient to successfully perform the essential duties of the job as listed above.

Position Qualifications:

• Proven experience in recruiting, retaining, and leading dynamic and talented people to build successful teams.
• Proven experience in successfully managing teams, including the ability to set and achieve individual as well as departmental goals, and to mentor and manage performance for all team members.
• Demonstrated ability to work effectively in teams and create effective and engaged cross-team alignments.
• Demonstrated familiarity with standard office administrative practices and procedures, including the proficient use of standard office equipment and general records management principles and practices.
• Demonstrated proficiency with Microsoft Office suite, with superior Excel skills.
• Demonstrated aptitude for interpreting and implementing policies and procedures; ability to analyze and resolve office administrative and procedural challenges.
• Demonstrated ability to learn, understand, and utilize computer applications related to the organization, including Quickbooks and/or other financial accounting systems and HRIS systems.
• Demonstrated proficiency with business arithmetic and basic statistical techniques.
• Outstanding attention to detail.
• Commitment to maintain confidentiality and a high degree of accuracy.
• Ability to take initiative and use independent judgment within established policy and procedural guidelines.
• Strong self-motivation and independence in carrying out responsibilities, organizing and prioritizing multiple tasks, and meeting deadlines.
• Excellent interpersonal, presentation, relationship-building, and communication skills - both written and verbal - which transcend diverse audiences.
• Demonstrated ability to provide consistent, high-quality professional services to a wide variety of internal and external constituents.
• Demonstrated ability to maintain a professional demeanor, especially while working in a fast-paced environment of constant demands and frequent interruptions.
• Demonstrated ability to work effectively with people of diverse backgrounds and promote a positive working environment, spirit of cooperation, and positive reactions to change and conflict resolution.
• Deep knowledge, appreciation for, and understanding of the Sophia Way's mission, vision, and programs.
• Ability to embody the community-oriented spirit of the Sophia Way to both internal and external constituents.

Physical Requirements: Long periods of being in a stationary position; operating a computer and other office equipment; frequently moving to/from various work areas, including TSW's office and shelter locations; occasionally ascending/descending stairs; frequently communicating by phone and email; frequently remaining in a stationary position during meetings, discerning meeting content, expressing oneself, and exchanging accurate information; frequently moving to/from off-site meeting and/or event locations; occasionally moves supplies and/or equipment weighing up to 25 pounds.

Compensation: Starts at $60,000; benefits include paid sick leave for all staff, paid PTO for full- and part-time staff, and we pay employee premiums for medical/dental/vision plans for full-time staff.

Working Conditions: Primary location in typical business office environment, with frequent meetings and event attendance at a variety of off-site locations.

Covid-19: Proof of vaccination needed upon employment. If unvaccinated, weekly tests will need to be turned in to HR department.