Description

The Residential Services Manager maintains a well-functioning, supportive, and compassionate residential environment for survivors of domestic violence living in emergency shelter or long-term housing. This position coordinates the daily operations of the YWCA emergency shelter and long-term housing facilities and contributes to the comprehensive array of supports provided by YWCA Evanston/North Shore with a deep commitment to creating a warm, welcoming, and trauma-informed space for all.

The position is responsible for daily implementation of program strategies and community-building residential programming and contributes recommendations to policies, priorities, and program procedures. This position is highly focused on supporting program participants and residential staff and volunteers. The Residential Services Manager is a self-directed individual who embraces the opportunity to build capacity in staff and volunteers that contributes to supporting a well-run, supportive living space.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Resident and Tenant Support (35%)

• Assists in developing and implementing strategies in collaboration with counseling staff to ensure a positive, warm, and welcoming living environment for a diverse array of residents and tenants.
• Builds positive, supportive relationships with residents and tenants, assists residents and tenants with problem-solving and conflict resolution, and offers a listening ear to foster a friendly, caring environment.
• Acts as the first point of contact for residents in the shelter and Bridges for any concerns that may arise
• Coordinates and facilitates regularly scheduled resident and tenant meetings to plan, problem solve, share information, and empower residents to meaningfully contribute to their living environment.
• Facilitates Bridges resident advisory council and encourages resident-informed plans for community building activities.
• Facilitates opportunities for resident input on relevant issues, resulting in residents feeling valued, considered, and cared for as members of the shelter and Bridges communities.
• Attends case review and Bridges meetings and collaborates with the domestic violence team to ensure coordinated service delivery for all residential clients.
• Develops and implements consistent community-building programs and activities for shelter and long-term housing residents that build trust and create opportunities for fun.

Program Management (30%)

• Responsible for ensuring the consistent, thorough, and accurate usage of the online case management system, including but not limited to training staff, daily tracking of dashboards, adherence to data entry protocols, timely communication on emerging issues, and immediate follow-up with staff when issues arise.
• Review staff’s documentation of client interactions daily to ensure proper support and follow-up for residents.
• Creates and maintains the scheduling and staffing of the 24-Hour Crisis Line, ensures staff are fully trained, engages with callers in accordance with agency protocol, and regularly coordinates with the DV Team to ensure smooth operation.
• Provides emergency backup staffing for the 24-hour Crisis Line and emergency shelter as needed.
• Monitors residential security systems regularly to ensure they are working properly, reporting issues in a timely manner as they arise, reviewing footage related to any incidents in an expeditious manner, and reporting according to protocol.
• Supports the development and ensures implementation of all residential processes, protocols, and rules by residential staff in a consistent and compassionate manner.
• Ensures that Residential and Crisis Support Specialists are collecting program evaluation data from residents and tenants and reviewing with department leadership to identify areas for program growth.
• Assists Residential Operations Manager with the timely sorting and organizing of all in-kind donations and maintains organized and secured storage areas and timely distribution of items to residents.
• Assists the Residential Operations Manager with the timely preparation and completion of required documents and processes for Bridges residents.
• Regularly reports any identified facilities concerns to the Residential Operations Manager.
• Submits all required monthly reports for all programs to the leadership team.

Staff Supervision (20%)

• Develops, motivates, and maintains a highly functioning team that demonstrates positive morale and adheres to high standards of service delivery.
• Hires a diverse staff in accordance with agency policies and procedures and submits timely, accurate, and completed hiring paperwork.
• Ensures new hires are on-boarded in accordance with agency policies and procedures including, but not limited to, developing, reviewing, and submitting new-hire work plans for those working 20 hours or more per week, and training on agency operations, policies, procedures, and job responsibilities.
• Oversees staff workflow and productivity, including, but not limited to, maintaining accurate work schedules, reviewing and approving timesheets and activity reports in a timely manner, and setting and regularly reviewing professional goals, expectations, and accomplishments.
• Develops staff capacity and morale by providing regular supervision and effective coaching including but not limited to meeting individually with staff working 20 hours or more a week at least twice a month and providing consistent and timely feedback to those working less than 20 hours a week as determined by performance needs, recognizing and recording staff accomplishments and disciplinary issues.
• Facilitates monthly staff meetings to foster community, share information about trends in residential programming and provide regular training and development for direct reports.
• Ensure that all staff regularly scheduled to work 20 or more hours a week receive a timely annual appraisal within 2 months of their anniversary date.
• Stays current with agency technology and its proper usage including, but not limited to, taking the initiative to seek out personal training opportunities, training direct reports on proper usage, and ensuring staff maximize their efficiency with the use of available technology.
• Acts as primary liaison between leadership and direct reports and ensures timely, thorough, and effective organizational communication so staff feel informed and aware of organizational policies, practices, and procedures, and growth.
• Effectively advocates for staff by regularly soliciting staff input and representing staff needs and interests to agency leadership.
• Ensures all staff understand and adhere to all policies in the Employee Handbook.

Volunteer Management and Supervision (10%)

• Collaborates with the Domestic Violence Assistant Director and Special Events & Volunteer Manager to create and implement long-term and annual plans to build a team of volunteers to assist with the 24-hour crisis line.
• Manages a team of volunteers, including but not limited to screening, selection, training, scheduling, supervising, and developing positive morale and adherence to high standards of service delivery and policies and procedures.
• In collaboration with the Special Events and Volunteer Manager, create regular volunteer recognition events.

ADDITIONAL DUTIES (5%)

• Attends staff training and participates in agency committees.
• Pursues professional development.
• Understands and adheres to all YWCA Evanston/North Shore procedures and policies as well as YWCA Employee Handbook.
• Performs other duties as assigned by management.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

Requirements

MINIMUM QUALIFICATIONS

Education: High School Diploma or equivalent.

Experience and/or Training:

•  At least 3 years of experience working in a residential facility with increasing levels of responsibility.
• At least 3 years of experience working with survivors of trauma.
• At least one year of experience supervising staff or volunteers including assisting in hiring and training.

Licenses/Certificates:

• Successful completion of the Illinois 40-Hour Domestic Violence Training Certificate within 3 months of employment
• Acquisition of the Certified Domestic Violence Professional credential within 12 months of employment
• First Aid/CPR within 6 months of employment
• ServSafe Food Protection Managers Certification within 3 months of employment

Technology/Equipment:

• Intermediate proficiency in the Microsoft Office Suite

PREFERRED QUALIFICATIONS

Education: Bachelor’s degree in social work, psychology, human services, or nonprofit administration

Experience and/or Training:

• At least four years of experience in positions of progressive responsibility working in an emergency shelter for survivors of trauma or domestic violence.
• At least 3 years of experience managing residential or domestic violence programming.
• At least 2 years of experience of supervising staff or volunteers.
• Experience coordinating the services of a 24-hour crisis line.
• Experience supervising staff compliance with case management database protocols.

Licenses/Certificates:

• Illinois 40-Hour Domestic Violence Training Certificate
• Certified Domestic Violence Professional certification
• ServSafe Food Protection Managers Certification
• Valid driver’s license and proof of auto insurance

Technology/Equipment:

• Intermediate proficiency with online case management systems.
• Access to reliable, personal auto for business use.

PHYSICAL AND MENTAL DEMANDS

Intermittent (less than 15%), Occasional (15-45%), Frequent (50-75%), and Continuous (over 75%).

• Frequent nights and/or weekends required for events or meetings.
• Occasional local travel
• Tolerance of prolonged and continuous stationary periods at a desk/computer
• Occasionally required to stand, walk, climb stairs, reach with hands and arms, and reach above shoulders.
• Frequently required to push, pull, lift and/or move up to 10 pounds
• Must be able to move about the facility.
• Must be able to operate controls for computers and other equipment.

The mental and physical requirements described here represent those that an individual must meet to successfully perform the essential functions of this position.

WORKING ENVIRONMENT

• Employee may be required to share office space.
• Employee may be required to work from home.
• Employee will frequently have meetings or work in other buildings.

*Note: YWCA is committed to pay range transparency. Candidates are offered compensation based on how their qualifications meet those of the position.

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