Shelter Manager B — Scheduling

SCOPE OF WORK: Provide program management and supervision to ensure the safe and effective operation of a shelter that serves individuals and families impacted by domestic and sexual violence. This is one of two part-time Shelter Manager positions, equal in authority, that together provide continuous management coverage of a shelter operating 24 hours a day with awake relief staff on site. The two Shelter Managers share the same core duties, each supervises an equal caseload of Shelter Relief staff, and each owns one program area. This position owns relief staff scheduling for the shelter. It is expected that the Shelter Manager’s job performance will incorporate the practice and promotion of New Hope’s core values, which include respect, teamwork, empowerment, and professionalism.

SCHEDULE, ON-CALL, AND COMPENSATION

• 20 hours per week: Wednesday 9:00 am – 2:00 pm, and Thursday and Friday 8:00 am – 4:00 pm.

• Wednesday 9:00 am – 2:00 pm is a standing overlap with the other Shelter Manager for the weekly handoff, shelter staff meetings, and joint decisions.

• One scheduled shift per month is flexed to an evening or weekend period so that relief staff working outside standard hours receive direct supervision. Flexed shifts substitute for regular hours and are not added to them.

• On call approximately two weeks per month, alternating with the other Shelter Manager, as first call for relief staff outside scheduled hours. The Sr. Director of Residential Services is second call.

• On-call stipend of $100 for each week on call. Time worked in response to on-call contacts is paid at the hourly rate in addition to the stipend.

• Specific days and hours are set by the Sr. Director of Residential Services and may be adjusted to meet program coverage needs.

PRIMARY DUTIES:

• In collaboration with the Sr. Director of Residential Services, oversee shelter program that is trauma-informed and based on the empowerment model, and ensure that all practices are in line with this model.

• Supervise an assigned caseload of Shelter Relief part time staff, including regular supervision, coaching, documentation of performance concerns, and completion of annual performance evaluations. Relief staff are divided into two equal caseloads, one per Shelter Manager.

• Provide day-to-day direction and support to any Shelter Relief staff on shift during assigned hours, regardless of supervision caseload.

• Fill same-week call-outs and coordinate shift swaps for the assigned caseload and assigned days, and approve time off for the assigned caseload.

• Approve relief staff overtime within budget for the assigned caseload; escalate above-budget overtime to the Sr. Director of Residential Services.

• Identify and address procedural or programmatic barriers faced by households as they attempt to access services and resources.

• In conjunction with counseling staff, develop and implement programs, activities and groups for families that will promote life skills and a deeper understanding of domestic violence.

• Create and implement procedures that balance program safety with participant autonomy, train staff in how to best apply those procedures and engage in ongoing analysis of the effectiveness of these procedures.

• Attend and co-facilitate all shelter staff meetings.

• Supervise the maintenance of all shelter programs’ documentation, including participant records and required program reporting.

• Keep CACFP meal counts and production records for assigned days, and train and monitor Shelter Relief staff on CACFP meal documentation.

• Ensure shelter practice meets Massachusetts Department of Public Health (DPH) requirements for emergency shelter programs, including participant rights, health and safety standards, incident reporting, and documentation and notice procedures. Report compliance gaps to the Sr. Director of Residential Services.

• In conjunction with the Sr. Director of Residential Services, work collaboratively with housing programs, homeless shelters, domestic violence programs, DTA and DCF, regional United Way Programs, police departments and other agencies identified as providing services to victims of domestic violence and their children to identify the service population targeted under the programs.

• At Sr. Director of Residential Services direction, represent agency at various local, regional, statewide, and coalition meetings.

• Participate in program on-call responsibilities approximately two weeks per month, alternating with the other Shelter Manager, serving as first call for relief staff outside scheduled hours and escalating to the Sr. Director of Residential Services as needed.

• Respond to shelter emergencies, including participant crises, medical situations, and facility incidents. Full authority to act without prior approval where participant or staff safety is at stake.

• Provide shift coverage at shelter when necessary.

• Responsible for overseeing shelter staff hotline advocacy and coverage responsibilities. Assist with hotline as needed.

• Coordinate the BJ’s and other bulk shopping for essential shelter needs, and report facility maintenance and repair issues through to resolution, alternating with the other Shelter Manager.

• Performs other various tasks as requested by the Sr. Director of Residential Services.

ASSIGNED AREA — RELIEF STAFF SCHEDULING:

• Own the relief staff schedule: build and publish the monthly schedule for all Shelter Relief staff, covering 24-hour, seven-day coverage.

• Collect availability and approved time off from both caseloads and build them into the schedule. Each Shelter Manager continues to approve time off for their own caseload.

• Maintain the relief roster and on-call list, track open shifts and coverage gaps, and monitor relief staff hours and overtime against budget.

• Publish the Shelter Managers’ on-call rotation, flexed evening and weekend shifts, and holiday coverage a month in advance.

• Train the other Shelter Manager to cover scheduling duties during absences.

AUTHORITY AND DECISION-MAKING

• Holds full operational authority for the shelter during assigned hours and while on call, and identical emergency authority to the other Shelter Manager at all times.

• Makes decisions within the assigned caseload, the assigned coverage period, and the relief staff schedule. Decisions about the CACFP program rest with the Shelter Manager A.

• Decides jointly with the other Shelter Manager, at the Wednesday overlap, on matters affecting the whole program, including caseload adjustments and changes to day-to-day practice within policy.

• Alternates monthly with the other Shelter Manager as Coordinating Manager. Where the two do not agree on a matter outside either assigned area by the end of the Wednesday overlap, the Coordinating Manager for that month decides, and the decision is recorded in the shared management log.

• Resolves disagreements with the other Shelter Manager directly rather than referring them to the Sr. Director of Residential Services. Possible policy or legal violations, DPH or CACFP compliance

concerns, conduct complaints, and formal discipline or separation of staff go to the Sr. Director of Residential Services and Human Resources.

• Does not supervise, and is not supervised by, the other Shelter Manager. Both report directly to the Sr. Director of Residential Services.

SHARED DUTIES WITH THE OTHER SHELTER MANAGER:

• Complete a documented handoff with the other Shelter Manager each week during the Wednesday overlap, covering participant status changes, incidents, safety concerns, staffing issues, and pending follow-up.

• Provide complete CACFP meal counts and production records for assigned days to Shelter Manager A by the monthly deadline.

• Maintain a shared management log and shared calendar so that either Shelter Manager can pick up open items without loss of continuity for participants or staff.

• Maintain and review the on-call log weekly.

• Reconcile CACFP and DPH documentation jointly at the weekly handoff so records are complete across both coverage periods.

• As Coordinating Manager in alternating months: consolidate DPH reporting, prepare the weekly program summary for the Sr. Director of Residential Services, and serve as the Human Resources and Finance point of contact for that month.

• Assign and rebalance relief staff caseloads jointly with the other Shelter Manager: each relief staff member is supervised by the Manager whose scheduled days overlap most with that staff member’s regular shifts; staff with evenly split, overnight, or weekend-only shifts are assigned alternately so the two caseloads differ in size by no more than one; new hires join the smaller caseload.

• Supervise and direct the other Shelter Manager’s assigned relief staff, and cover the other Shelter Manager’s assigned area, during the other’s absence.

• Coordinate planned time off so that both Shelter Managers are not absent during the same period. Hours above 20 require advance approval by the Sr. Director of Residential Services.

EDUCATION AND EXPERIENCE

• B.A. or B.S. in Human Services or related field or work equivalent experience

• Experience with sexual assault and domestic violence issues and sensitivity to multicultural issues

• Some residential management experience required.

• Demonstrated supervisory experience, including coaching and completing performance evaluations.

• Experience building and managing staff schedules for 24/7 or shift-based operations strongly preferred; familiarity with CACFP recordkeeping and Massachusetts DPH residential program requirements preferred.

• Ability to work closely with a co-manager as an equal partner, share decisions, and maintain continuity across a shared schedule.

• Bi-lingual (Spanish related) preferred