Shelter Client Care and Operations Manager

General Description: The Shelter Client Care and Operations Manager oversees the daily operations of the shelter and works to create a safe and welcoming environment for clients. The Shelter Client Care and Operations Manager supervises the Client Care team, approves schedules, reviews and approves timesheets for payroll. and serves as a back-up for the Manager of Housing and Supportive services and/ or Shelter Director in their absence by overseeing daily operations of the shelter. This individual manages kitchen operations including the ordering of needed supplies and food, and oversees the Client Care Aide Supervisors, and Intake staff.

Essential Duties and Responsibilities:

· Provide direct supervision to Client Care Intake Specialist, Client Care Aide Supervisors, and Kitchen Aides.

· Responsible for training (ServSafe, Medication Training, etc.) performance evaluations, hiring, and terminations of direct report staff.

· Oversee the efficient operations of the Kitchen, including all meals, ordering supplies, the operations of the medication room (Medication Log compliance, medication safety and security) and coordination of seasonal overflow.

· Work with the Client Care Supervisors on staff schedules and ensure staff coverage for all shifts.

· Send Incident Reports to MCCH/NSES Leadership and County Monitor as required by contract.

· Responsible for issuing ID’s and access badges within the shelter.

· Serve as a member of the leadership team and participate in regular team and staff meetings.

· Consult with Shelter Director on operations, administrative, and programmatic issues.

· Work closely with Shelter Director to ensure effective operations of the program and facility including implementing all NSES operational policies and procedures.

· Responsible for the physical shelter environment including safety, searches, and purchasing of shelter supplies, furniture and equipment.

· Review client incidents at weekly meetings with the Montgomery County Police Department and the Montgomery County Fire & Rescue.

· Coordinate and document monthly fire drills and quarterly COOP drills.

· Provide emergency intervention in response to crisis situations, utilizing approved deescalation skills.

· Have working knowledge of HMIS system.

· Coordinate transportation for clients when needed.

· Work closely with the leadership team in collecting and reporting statistical data at designated times, and compile data for reporting purposes as it relates to grants.

· Create and maintain program spreadsheets to track program data efficiently and work with the entire team to perform routine audits.

· Assist in implementation of shelter programming and bed management system.

· Participate in the on-call rotation for emergencies.

· Fill in for Shelter Director and/or Manager of Housing and Supportive Services in their absence.

· Meet with Volunteer/Donation Coordinator about meal donations and confirm meal schedule.

· Attend and participate in monthly Emergency Services Providers meeting, and all other monthly

administrative NSES meetings.

· Responsible for timely submission of credit card receipts and documentation.

· Promote an atmosphere of Trauma Informed Care within the shelter.

· Other duties as assigned by supervisor.

Required Knowledge, Skills, and Abilities:

· Bachelor’s degree in human services preferred. Will consider related work experience equal to educational degree.

· 2-year related experience with supervising shelter operations and direct care staff preferred.

· Bilingual in Spanish and English highly preferred.

· Knowledge of best practices including Housing First, Harm-Reduction, and Trauma Informed Care along with their methods of service delivery.

· Knowledge of HMIS and Apricot 360 preferred.

· Knowledge and experience in administering CPR and minor first aid.

· Ability to establish and maintain positive working relationships.

· Advanced skills in entering data into databases, Excel spreadsheets, Microsoft Office suite proficiency required.

· Must have a valid driver’s license and a clean driving record.

· Advocate for homeless population.

· Create an atmosphere of Trauma Informed Care.

· Applicants with lived experience of homelessness encouraged to apply.