Residential Operations Manager

Job Title: Residential Operations Manager

Location: Frederick, MD 

Organization: Heartly House 
Position Type: Full-Time (Exempt, 35 hours/week) 
Schedule: Monday-Friday, weekends as needed, hours are based on need of the department
Reports To: Director
Location: Frederick, MD
Benefits: Eligible for full benefits

About Heartly House 

Heartly House has served the Frederick County community for over 40 years, providing comprehensive services to survivors of intimate partner violence, sexual violence, child abuse, and human trafficking. Our programs are rooted in trauma-informed, client-centered care with a mission to end abuse and empower survivors through prevention, intervention, and advocacy. 

____________________________________________________________________________

Position Summary  

The Residential Operations Manager is responsible for the daily operations and overall management of the organization’s emergency shelter. This includes supervision of shelter staff, ensuring trauma-informed and survivor-centered practices, managing operational logistics, enforcing policies and procedures, ensuring compliance with safety, regulatory, and grant requirements, and collaborating to ensure quality services. This role plays a critical part in maintaining a safe, dignified, and healing environment for all residents.

_____________________________________________________________________________

Key Responsibilities 

Shelter Operations & Oversight

• Oversee daily operations of the shelter, ensuring a safe, clean, and welcoming environment for survivors and their families.
• Take part in an on-call rotation for team support, emergency response, and handling of critical incidents.
• Ensure adherence to safety protocols, confidentiality standards, and grant compliance requirements.
• Maintain schedules for 24/7 coverage and manage emergency staffing needs, including providing coverage for client services shifts when needed.
• Monitor shelter cleanliness, security systems, inventory, and facility maintenance.
• Monitor food, transportation, laundry, and supply ordering.
• Coordinate shelter intakes and discharges in collaboration with case management team.

Staff Supervision & Support

• Facilitate regular team meetings and one-on-one supervision.
• Support staff wellness and help manage secondary traumatic stress.
• Hire, train, schedule, supervise, and evaluate shelter staff and volunteers.
• Provide ongoing professional development, coaching, and support to staff.
• Ensure staff adherence to agency policies, safety protocols, and confidentiality standards.

Resident Support & Coordination

• Support implementation of enrichment programming (e.g., life skills, healing groups, youth activities).
• Facilitate resident house meetings, with the support of the Director.
• Support advocates in conducting client intakes, safety planning, and goal setting.
• Handle client conflicts, grievances, and emergency situations with a restorative and de-escalating approach.
• Ensure client rights, dignity, and empowerment are upheld in all interactions.
• Collaborate with case managers to facilitate smooth client transitions into and out of the shelter.

Administration & Compliance

• Maintain accurate records, incident reports, shift logs, and shelter data in accordance with grant and program requirements.
• Ensure shelter operations are aligned with agency policies, funding mandates, and legal requirements.
• Collaborate with program leadership on shelter budget, program evaluation, and service improvements.

______________________________________________________________________________

Required Qualifications 

• High School Diploma or equivalent.
• Dedicated to supporting survivors of IPV, sexual violence, child abuse, or human trafficking.
• Strength in challenging interactions.
• Ability to handle crises calmly, ethically, and effectively.
• Excellent organizational, interpersonal, and problem-solving skills.
• Advanced in Microsoft Office, SharePoint and Data reporting software
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Knowledge of local resources, housing systems, and victim services.
• Experience in human services, advocacy work
• Minimum 2 years of experience in managing operations.
• Minimum 2 years of staff supervision experience in a human services setting.
• Knowledge of trauma-informed care.
• Reliable transportation and valid driver’s license for travel between office/shelter locations. ____________________________________________________________________________

Preferred Qualifications

• Familiarity with SharePoint in Microsoft Suite.
• Relevant professional experience or education in a related field.
• Knowledge of trauma-informed care principles.
• Experience with housing programs, including rental assistance or transitional housing.
• Ability to communicate in more than one language.
• Experience in shelter/residential program services.

_____________________________________________________________________________

Training & Requirements 

• Successful completion of all required Heartly House Learning Management System (LMS) courses upon hire. 
• Ongoing participation in continuing education and professional development. 
• Compliance with all internal policies, procedures, and certification requirements as outlined by Heartly House and relevant authorities. 

_____________________________________________________________________________

Physical Requirements

• Must be able to remain on-site, move around a multi-level shelter facility, and respond quickly to emergencies.
• Some lifting (up to 30 lbs.), stair-climbing, and light physical activity may be required.
• Ability to sit for extended periods and work on a computer.

_____________________________________________________________________________

Benefits 

Heartly House offers a supportive work environment with opportunities for growth and professional development. Benefits may include: 

• Paid time off (PTO) and observed holidays 
• Health, dental, vision, and life insurance 
• 401k Retirement plan 
• Ongoing training and certification support 
• Meaningful, mission-driven work that makes a difference in the community

Job Type: Full-time

Pay: $51,000.00 - $56,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• How many years of experience do you have directly supervising staff?
• How many years of experience do you have managing a program or department?
• Do you have experience working in a shelter or residential setting? If so, for how long?

Work Location: In person

Salary : $51,000 - $56,000