Director of Guest Services

Job Summary:

For the past 15 years Sister José Women's Center has provided unhoused guests with a safe and inclusive environment in which to recuperate from the daily struggle of homelessness and build a pathway to permanent housing. We are a community built upon the values of compassion, dignity, and respect in a non-institutionalized setting. For many of our guests and their pets, we are home. Sister Jose’s is a local non-profit organization that serves adult women and non-binary people who prefer the safety of a women’s center.

The Director of Guest Services oversees the organization's programs serving unhoused guests. Programming includes a low-barrier drop-in day program, a 24-hour shelter, and a housing-focused case navigation program. The Director reports to the CEO and supervises the Program Team. They collaborate with the Chief Operating Officer and other leadership team members to align programs with the center's mission and ensure that guests are treated with dignity and respect. This role involves strategic leadership in developing, overseeing, and evaluating all programming and maintaining financial solvency and compliance. At the heart of this role is a commitment to foster a collaborative and inclusive culture and to build strong, supportive relationships with shelter staff to serve our guests and improve their quality of life.

Key Responsibilities

Strategic Leadership

· Develop and implement a comprehensive strategy for a pathway to housing for guests challenged by multiple barriers to becoming housed, which aligns with the organization’s mission and strategic goals.

· Develop and manage the program budget, ensuring financial sustainability and accountability.

Program Oversight, Development, and Evaluation

· Responsible for all program evaluation aspects to ensure programs produce positive outcomes.

· Use data-driven decision-making to improve programming, staffing, and service delivery continuously.

· Support the Program Team and their direct reports in overseeing all shelter program operations, program delivery, and reaching goals.

· Ensure high-quality service delivery, client-centered care, and compliance with best practices for a low-barrier shelter and housing-focused case navigation.

· Serve as an administrator of daily shelter operations working onsite.

· Identify opportunities for program enhancement and development, including building community partnerships.

· Ensure compliance with all funding requirements and manage related reporting, including grant reporting.

· Facilitate focus groups with people who have lived experience to develop and evaluate programs.

Community Engagement and Advocacy

· Act as the Center’s spokesperson on issues related to housing and homelessness and as a representative in public forums, with government agencies, and in community coalitions.

· Build and maintain relationships with key stakeholders and partner organizations.

· Ensure all Center staff receive updates on critical center activities.

Staff and Center Supervision and Development

· As the lead administrator of all the center’s programs, the Director supports the Program Team in meeting their performance objectives while fostering a collaborative and supportive work environment for all staff members.

· Responsible for oversight of program staffing levels and resources required to meet their performance objectives

· Identify and develop training goals for program staff professional development in cooperation with the program director to enhance program service delivery, improve customer service, improve program outcomes, foster a healthy work environment, and promote self-care.

· Ensure that all program staff receive regular supervision and evaluation of their work performance.

· Adapt to working with and supporting a different and diverse group of volunteers and staff daily.

Compliance and Risk Management

· Ensure all programs comply with federal, state, and local regulations.

· Develop and implement policies and procedures to manage risks and maintain program integrity.

· Work with the Facilities Manager on Center safety and improvement projects.

· Review and evaluate incident reports and communicate changes to leadership and staff.

Competencies

· Strong written and verbal communication skills that articulate complex ideas clearly and persuasively.

· Excellent organizational skills and attention to detail with the ability to effectively manage multiple deadlines and priorities.

· Program development skills, including logic models, developing outcomes, and budgets

· Excellent interpersonal skills, with the ability to build and maintain relationships with staff and diverse stakeholders.

· Experience with housing-focused case navigation, affordable housing, HMIS, coordinated entry, and financial assistance programs.

· Familiar with best practices for shelters and services for the unhoused, including trauma-informed care, de-escalation, motivational interviewing, person-centered service delivery, etc.

Requirements

Education

A bachelor’s degree in social work, public administration, business administration, or a related field is required. Master’s degree preferred.

Experience

Three - Five years of experience in a non-profit leadership role, including extensive knowledge of housing and homelessness services and shelter supervision.

Experience in accessing behavioral health and mental health services and public benefits.

Proven track record in developing and managing program services, including case navigation and unhoused shelter programs.

Familiarity with unsheltered women's behavioral health and medical needs or facilitating lived experience discussion.

Current Arizona driver’s license and a clean drivers record allowing coverage under our vehicle insurance policy

Preferred Skills/Abilities

Bilingual Spanish/English

Sister José Women’s Center is committed to a discrimination-free workplace and to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, creed, religion, gender, gender identity, sexual orientation, national origin, age, pregnancy, disability,, marital or family status, amnesty, political affiliation, status as a covered veteran, or other protected characteristic under applicable federal, state, and local laws.

Job Type: Full-time

Pay: $75,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift

Ability to Relocate:

• Tucson, AZ 85719: Relocate before starting work (Required)

Work Location: In person

Salary : $75,000 - $90,000