Shelter Manager - Albuquerque Opportunity Center

Job Title: Shelter Manager

Reports to: Program Director

Status: Exempt

Grade: A08

Salary: Dependent on Qualifications

Position Summary:

The Shelter Manager oversees the daily operations, staffing, and service delivery of the overnight shelter and medical respite program. This role is critical in ensuring a safe, trauma-informed environment while providing support to the Program Director in the administrative and fiscal health of the organization.

Essential Duties & Responsibilities:

• Organizes and oversees daily activities and tasks related to the facility’s day-to-day activities, including bed assignments, meal services, safety protocols, and general cleanliness. 

• Provides mentorship and guidance to the shelter staff, including medical respite.

• Maintains up-to-date local and state resource information and disseminates it to staff as appropriate. 

• Supports the agency’s objectives.

• Provides leadership in de-escalating tense situations, resolving client behaviour issues using trauma-informed care principles.

• Ensure accurate entry of census data into tracking systems. 

• Manages supplies for residents through routine inventory checks and supply lists.

• Provides training and feedback to shelter program staff.

• Develops sustainable goals for shelter program staff.

• Trains and implements department onboarding for all new incoming advocate staff.

• Supports the shift supervisors in supervising a team of shelter employees.

• Manages a 24/7 schedule to ensure adequate coverage.

• Supports the Program Director to improve operational efficiencies.

• Supervise, manage, and delegate duties to assigned staff.

• Assists and participates in interviewing department job applicants.

• Ensure all programmatic and organizational policies and procedures are implemented and adhered to.

• Ensures employees manage their time well.

• Participate in regular meetings with service providers to facilitate efficient coordination of services for Heading Home clients.

• Responsible for performance planning and evaluation of assigned staff.

• Ensures clients are given appropriate services and resources, and the agency is meeting their needs.

• Actively look for ways to improve operations and share ideas for best practices.

• Work additional hours as needed.

• All other duties as assigned.

Qualifications:

• A minimum of a Bachelor’s degree in a social services-related field (i.e. psychology, social work, counselling, etc.) and four (4) years of prior supervisor/management experience.

• Prior work experience supporting vulnerable populations, including unhoused individuals, is required.

• Experienced people manager who leads with clarity, consistency, and accountability. 

• Comfortable leading diverse teams, and can apply sound judgement while upholding policies and procedures.

• Highly organized and adaptable, able to manage multiple priorities and competing deadlines. 

• Manage a 24/7 schedule.

• Strong time management and problem-solving skills.

• Excellent communication skills, both written and oral.

• Strong interpersonal skills.

• Must be able to act quickly and think strategically.

• Ability to motivate and encourage employees to achieve optimal performance.

• Experience with conflict resolution.

• Ability to manage staff with a high level of emotional intelligence.

• Knowledge of trauma-informed service delivery.

• Excellent computer and keyboarding skills.

• Knowledge of area service providers and community resources.

The responsibility of all Heading Home employees includes the following:

• Always represent and promote Heading Home positively and professionally.

• Maintain good attendance and punctuality.

• Attend all staff and organizational meetings as required.

• Observe and practice safe work habits and practices in compliance with regulations, statutes, and organizational policies.

• Maintain client confidentiality in compliance with organizational policies and procedures.

• Read, understand, and comply with all guidelines of the Heading Home Employee Handbook.

Other Requirements

• Valid driver’s license and reliable transportation.

• Ability to navigate stairs, ladders, ramps, and uneven terrain.

• Lifting a maximum of 25 pounds occasionally, and frequently lifting or carrying objects weighing up to 10 pounds.

• Must become CPR/First Aid trained within 90 days of hire.

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This job description does not constitute a contract of employment between the employer and the employee. This document is subject to change by the employer as the needs of the employer and requirements of the job change.