Program Area

Reports to

Director, Operations & Client Services

Job Summary

The Shelter Manager is responsible for the day-to-day operations of the agency's seasonal Emergency Shelter and the summer Transitional Shelter programs. This position interfaces with congregational and community leaders and manages a network of volunteer teams and three part-time shelter relief workers.  This position routinely interacts with shelter clients and responds to critical incidents in the Shelter.  The Shelter Manager operates within and regularly interfaces with other Program Managers to meet the comprehensive needs of clients.  This position upholds the agency’s Core Values and will work in accordance with the agency’s Trauma Informed Policy and other Practices of the Agency.  

Job Responsibilities

Shelter Operations:

  • Serve as principal liaison with the site coordinators of each host congregation.
  • Oversee the management, distribution and inventory of supplies, pads, and laundry for each shelter site.
  • Oversee the updating of program literature and shelter forms.
  • Maintain all shelter documents
  • Renew annual Memorandum Agreements with host congregations and secure annual fire inspections of shelter sites.
  • Working with Site Coordinators to prepare emergency shelter sites for opening each September and oversee clean-up of shelter in May.
  • Working with Site Coordinators prepare transitional shelter sites for opening each June and oversee clean-up of shelter in September.
  • Maintain the keys and emergency contact information for each site.
  • Attend meetings re: building maintenance with host sites as requested.
  • Comply, disseminate and enforce site specific rules and procedures.
  • Serve as the on-call manager rotating between managers for the Emergency Shelter Program.
  • Maintain critical incident’ binders and update and oversee suspension list.
  • Assess, evaluate and recommend changes to programmatic policies.


Volunteer management:

  • Provide overall management of volunteer teams via volunteer site captains and meal groups.
  • Facilitate volunteer training sessions. Bi-annual site captain meetings.
  • Actively use the agency’s Volunteer Management system (Salesforce) and update changes as necessary (names, contact info, volunteer shifts, etc.) and working in collaboration with the Volunteer and Community Outreach Manager to ensure proper scheduling of volunteers and meal groups for all evenings
  • Identify volunteer needs and work collaborative with the Volunteer and Community Outreach Manager to fill openings.
  • Regularly interface and communicate with volunteers and meal groups regarding policy and procedure changes/updates.
  • With the Compliance Manager Update Volunteer Handbook & Shelter Manuals as needed or at minimum once a year
  • With the Manager of Compliance prepare and summarize annual volunteer evaluation in April/May.
  • With the Volunteer and Community Outreach Manager and other manager plan volunteer appreciation activities including the annual appreciation dinner.


Service Delivery:

  • Ensure that clients’ basic needs are met while at the shelter.
  • Follow up on critical issues in shelter and address behavioral issues in consultation with other program managers and Director of Operations and Client Services.
  • Oversee the suspension policy and procedure and communicate to applicable staff.
  • Staff the Shelter Committee and convene them (electronically or in person) to discuss client’s appeal prior to permanently banning any clients. Propose changes/revisions and policy recommendations.



  • Participate in the hiring of program staff and retain skilled and qualified professionals.
  • Quickly and fairly addresses employee performance and/ or behavioral issues.
  • Provide monthly supervision to improve employee performance, bi-annual checkpoint sessions and annual performance reviews.


Community Outreach/External Relations:

•   Establish and maintain relationships with community organizations, congregations, libraries,   and municipal entities (police, fire, township, etc.).

•   Oversee the annual community outreach process for informing agencies/organizations about the referral and intake process.

  • Working with the Volunteer and Community Outreach Manager, recruit, schedule, and retain site and support congregations/organizations

Program Management

  • Prepares and monitors program budget.
  • Work with appropriate managers to track clients with temporary ID cards and nights of stay in HMIS to ensure clients with 7 or more nights of service are connected to Case Management.
  • In collaboration with the Performance Evaluator prepare monthly statistical and narrative reports for the Board of Directors.
  • Complete reporting for public/private funders in conjunction with Director of Operations & Client services as necessary.
  • Attend monthly administrative meeting and leadership meetings.
  • Represent agency at local events as assigned; assist with presentations as assigned



Ideal Qualities & Experiences

A Bachelor degree is required for this position, three years of program management level experience and working with volunteers.  At least one year of supervisory experience required.  The Shelter Manager is expected to have a vehicle as well as provide verification of driver’s license, vehicle registration and insurance.  A flexible schedule required in order to attend shelter two – three evenings per week.  Some weekends as necessary.

This position has on-call responsibilities, some evenings and weekends as needed.

Minimum Qualifications

  • Able to pass complete background check.
  • Driver’s license, clean driving record, auto insurance, and access to personal vehicle.
  • Integrity: Demonstrates principled leadership and shows consistency among principals, values and behaviors; builds trust with others through authenticity and follow through on commitments.
  • Personal Organization: Keep appointments punctually, is organized and demonstrate follow through.  Utilizes personal time effectively; tracks and prioritizes work to ensure that tasks are completed according to their priority; remains aware of and plans for upcoming activities. Is able to handle multiple tasks at the same time.
  • Work Commitment: Sets high standards of performance; pursues aggressive goals and works hard to achieve them without close supervision.
  • Stress Tolerance: Maintains stability of performance under pressure or opposition; reacts well to emergencies; maintains positive composure and confidence in crisis or adverse situations.
  • Flexibility: Ability to adapt to and work effectively within a variety of situations and with various individuals or groups. Can understand and appreciate different and opposing perspectives and adapt approach as required.
  • Teamwork/Collaboration: Works cooperatively with others to be part of a team rather than separately or competitively. Advocates for the success of the organization by balancing own interests and needs with those that will serve the needs of the youth.
  • Innovation: Generates new ideas; goes beyond the status quo; recognizes the need for newer or modified approaches.
  • Computer Literate: Ability to use computer equipment and Microsoft office applications (e.g. Word, Excel, Outlook) and Salesforce.