Adult Shelter and Resource Center Manager

SUMMARY:   From homelessness to coming home, Pillars provides shelter, support, and solutions to address housing needs in our community. Reporting to the Client Services Director, the Crisis Housing Manager serves as a key member of the Pillars Extended Leadership Team and provides leadership for either the Adult & Family Shelter or the Adult Shelter and Resource Center. This position has responsibility for program operations, staff leadership, budget oversight, community partnerships, and the delivery of high-quality services to individuals experiencing or at risk of homelessness. The Manager also analyzes program outcomes and contributes to agency-wide strategic planning and reporting.

SCOPE: The Manager oversees a 24/7 environment. To effectively mentor, support, and supervise personnel across all operations, the Manager is expected to routinely adjust their schedule to connect in person with staff working various shifts. Maintaining a visible presence across all shifts is essential to building team culture, strengthening staff engagement, identifying training gaps, and staying connected to the day-to-day events of shelter operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Has passion for the mission of Pillars and displays agency values: Respect, Collaboration, Empowerment and Grit.
• Active member of the Pillars Extended Leadership Team (ELT), partnering with peers to cultivate a strong organizational culture and build strategic relationships with the community, local government, and partner organizations. Collaborates closely with ELT Directors on human resources, volunteerism, community engagement, and operations.
• Collaborates within the Client Services Leadership Team under the leadership of the Client Services Director. Partners directly with peer Client Services and Program Managers, as well as support staff (Volunteer Manager & Inventory Specialist and Grant & Data Specialist), to ensure consistency where appropriate and drive program success.
• Provides leadership, supervision, coaching, and accountability for staff that may include Crisis Housing Advocates, Case Managers, Outreach Team, Peer Support Specialists, Recovery Coaches, and other designated positions. Responsible for recruitment, hiring, onboarding, performance management, and staff development.
• Fosters a work environment of high ethical and service standards, professional competence, sensitivity to individuals experiencing homelessness, and overall team engagement.
• Leads and facilitates regular Crisis Housing department staff meetings, including setting agendas and coordinating guest speakers for training; attends agency-wide staff and board meetings as requested.
• Maintains high program quality by identifying and addressing the evolving needs of individuals experiencing homelessness. Collaborates with Pillars teams, leadership, and community partners to design and implement impactful programming. Develops and sustains community partnerships that remove barriers, increase self-sufficiency, and improve outcomes for those served.
• Contributes to strategic planning for the organization, including identifying and analyzing the changing root-causes of homelessness, and develops programs, staff training, or outreach to address those causes.
• Assists with writing of grants and implementation of new programs. Ensures compliance with all grant policies and practices. Thoroughly prepares for and participates in program monitoring.
• Collaborates with teams to collect, analyze, and report client demographic and outcome data. Ensures accurate and timely monthly, quarterly, and annual reports for grantors, the Board of Directors, and other funding sources.
• Provides input on budget and reviews expenses of shelter operations.
• Partners with the agency’s Operations Coordinator to report, track, and address facility maintenance needs and building asset requirements.
• Maintains and updates policies and procedures for employees and clients.
• Other duties as assigned.

CORE COMPETENCIES:

• Building Relationships – Demonstrates exceptional relationship-building ability with team members, board and committee members, agency partners, volunteers. Excellent interpersonal skills and the ability to effectively build and manage relationships.
• Communication – Strong verbal and written communication skills are required on multiple levels: with team members, peers, community partners, and clients.
• Conflict Management – Reacts and responds to complaints, solves problems. Deescalates charged situations. Reacts quickly to assess the conflict and determine appropriate steps to resolve it.  Remains calm and professional during high stress situations.
• Decision-Making – Displays sound judgment when making decisions, at times with limited information; follows organizational policies and procedures; aware of implications of state and federal regulations; ability to make complex decisions in line with agency’s mission, vision and values.
• Problem-Solving – Identifies and resolves problems in a timely manner.  Gathers and analyzes information skillfully. Develops alternative solutions. Works well in group problem-solving situations; remains calm when dealing with emotional topics.
• Strategic Thinking – Develops strategies to achieve organizational goals; understands organization’s strengths and weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.

QUALIFICATIONS:

• Bachelor’s degree required
• Three to five years of human services experience preferred, including experience working with individuals experiencing homelessness, housing instability, mental health, substance use, or related challenges.
• Prior experience supervising, coaching, and developing staff required.
• Experience managing programs, budgets, or grant-funded services preferred.
• Possess and maintain a valid Wisconsin driver’s license
• Ability to travel locally, with access to a reliable vehicle and personal auto insurance which meets Pillars minimum requirements for liability (100/300/100)

This position is expected to work inclusively and respectfully within a diverse community and practice civility in the workplace. In addition, this position requires strong oral, written, interpersonal, and organizational skills, demonstrated integrity, and the willingness to work independently and as part of a collaborative team. This position requires knowledge of Microsoft Office suite and related technologies.

WORK ENVIRONMENT:  The employee must occasionally lift and/or move up to 50 pounds and travel frequently between the Crisis Housing sites and the main office. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPENSATION and BENEFITS:

The compensation for this position is a competitive annual salary.  Benefits include health insurance, dental insurance, vision insurance, vacation, holidays, sick leave, short & long term disability, life insurance, 401k retirement account with an employer match and an Employee Assistance Plan.