Shelter Operations Manager

Neighborhood Service Organization (NSO), a Detroit-based integrated health and human service agency, delivers community-based services and holistic programs for vulnerable populations. The agency provides behavioral health and primary care services, in addition to wraparound services that address barriers to housing, health and well-being. NSO serves 12,000 people annually in Wayne and Oakland counties.

The Shelter Operations Manager is responsible for overseeing the efficient, safe, and supportive operation of shelter services for individuals experiencing homelessness. The manager will lead a dedicated team of staff members, ensure compliance with all regulations, manage shelter resources, and contribute to the long-term success of shelter programs. This position requires leadership, strategic thinking, and a deep commitment to serving the needs of vulnerable populations.

Key Responsibilities:

1. Shelter Operations & Program Management:

• Oversee the daily operations of the shelter, ensuring smooth intake, service delivery, and shelter exit processes.
  

• Monitor shelter occupancy, ensuring it operates within capacity limits and is safe, clean, and well-maintained at all times.
  

• Ensure that shelter policies, procedures, and protocols are consistently followed by staff to maintain safety and quality service standards.
  

• Manage shelter resources, including supplies, food services, and staff coverage to meet operational needs.
  

2. Staff Leadership & Supervision:

• Supervise, train, and support shelter staff, including case managers, security personnel, and support staff.
  

• Foster a positive, collaborative, and trauma-informed work environment.
  

• Conduct regular staff meetings, performance evaluations, and coaching sessions to promote staff development and retention.
  

• Ensure staff is trained in safety protocols, emergency response, and de-escalation techniques.
  

3. Resident Care & Support:

• Ensure that residents receive individualized support, including case management, crisis intervention, and access to needed services such as healthcare, housing, and employment assistance.
  

• Monitor and ensure the well-being of residents by addressing concerns promptly and promoting a respectful, supportive living environment.
  

• Resolve resident complaints and grievances in a timely and professional manner.
  

• Coordinate with external partners to provide necessary services (e.g., mental health, substance abuse treatment, legal services).
  

4. Compliance & Safety:

• Ensure compliance with local, state, and federal regulations, including health and safety codes, housing laws, and any funding-related guidelines.
  

• Oversee shelter security to maintain a safe and secure environment for staff and residents.
  

• Respond to and manage emergency situations, including medical emergencies and behavioral crises, following established protocols.
  

• Conduct regular safety inspections, training, and emergency drills to prepare staff for potential emergencies.
  

5. Budget and Resource Management:

• Assist in the development and management of shelter budgets, ensuring cost-effective use of resources while maintaining quality services.
  

• Monitor inventory levels, procure necessary supplies, and maintain a system to track expenditures.
  

• Work with the Program Director to identify funding opportunities and develop proposals for additional resources (e.g., grants, donations).
  

6. Community Outreach & Advocacy:

• Build and maintain partnerships with community organizations, service providers, and local agencies to ensure comprehensive care for residents.
  

• Represent NSO in meetings and outreach efforts to advocate for shelter programs and homelessness-related issues.
  

• Participate in networking, public speaking, and fundraising events to promote awareness of the organization’s mission.
  

7. Data Collection & Reporting:

• Ensure accurate and timely data collection on shelter operations, resident outcomes, and program effectiveness.
  

• Generate reports on shelter performance, including occupancy rates, resident demographics, and incident reports.
  

• Utilize data to identify trends and opportunities for service improvements.
  

Requirements

• Education:
  

  • Bachelor's degree in Social Work, Human Services, Public Administration, or a related field (required).
    

  • Master’s degree in Social Work, Public Administration, or a related field (preferred).
    

• Experience:
  

  • Minimum of 3-5 years of experience in shelter management or operations, social services, or human services.
    

  • At least 2 years of supervisory experience in a shelter, homeless services, or related field.
    

  • Experience in crisis management, case management, and working with underserved populations is preferred.
    

• Skills:
  

  • Strong leadership and management abilities, including experience managing multi-disciplinary teams.
    

  • Excellent communication, problem-solving, and conflict-resolution skills.
    

  • Ability to work in a fast-paced environment while handling sensitive and often difficult situations with professionalism.
    

  • Proficient with shelter management software and basic office software (e.g., Microsoft Office Suite).
    

• Certifications/Training:
  

  • First Aid/CPR certification (preferred).
    

  • Crisis Intervention and De-escalation training (preferred).
    

  • Trauma-Informed Care certification (preferred).
    

Benefits

• Health Insurance: Comprehensive medical, dental, and vision plans.
  

• Retirement: 401(k) plan with employer contributions.
  

• Paid Time Off: Generous paid time off (PTO) including vacation, sick leave, and holidays.
  

• Professional Development: Opportunities for training and continuing education.
  

• Life Insurance: Employer-paid life insurance and short-term/long-term disability coverage.
  

• Employee Assistance Program (EAP): Free access to counseling, legal, and financial support services.
  

• Flexible Schedule: Ability to arrange work schedules to accommodate personal needs.
  

• Employee Wellness Program: Access to wellness resources, gym discounts, and more.