Shelter Operations Manager

New London Homeless Hospitality Center

Shelter Operations Manager

Overview

Under the direction of the Shelter Team Lead, the Shelter Operations Manager

provides oversight of the evening and overnight shelter. The Shelter Operations Manager has primary

responsibility for building an effective staff team able to provide access to shelter that

is respectful, characterized by hospitality, safe and that increases guest’s capacity to move on to

permanent housing.

General Expectations

Completes all assigned tasks in accordance with HHC values and ethics standards including:

 Guests treated with respect at all times.

 Complies with HHC personnel policies by maintaining appropriate boundaries concerning

relationships with guests and respecting HHC rules regarding the use of HHC property.

 Maintains composure in crisis situations or when dealing with individuals struggling with

mental health, substance use, or having a medical emergency.

 Maintains confidentiality of guest information both in and outside of work.

 Treats all guests fairly in accordance with HHC guidelines and policies.

 Completes all checklists, incident reports, time cards and other written materials carefully

and honestly.

 Reports any ethical violations or significant failure to follow HHC policy to the Executive

Director.

Specific Responsibilities

1. Build an effective evening and overnight shelter team.

a. Provide direct supervision of shelter operations during core evening

hours (approximately 5:00-10:00 pm) at least five days a week to create an

effective shelter operations team.

b. Utilize remaining work hours to build evening and overnight shelter staff capacity with a

special focus on strengthening the capacity of shelter supervisors to effectively

manage operations.

c. Assure that all aspects of shelter operations are staffed in accordance with the

agreed upon schedule.

i. Monitor time and attendance.

ii. Evaluate staff performance.

d. Provide supervision and training to assure that shelter services are delivered with

a trauma informed and person-centered approach.

Review the log on a daily basis and have one-on-one meetings with guests found in

violation of shelter rules. Determine appropriate consequences for breaking rules.

Document consequences in the guest’s file and by updating the banned list. Refer

guests to shelter support services staff if they are interested.

f. Identify training needs, procedure changes or other actions that could improve

shelter operation. Attend weekly shelter meeting.

2. Monitor staff understanding and application of HHC policies and procedures including:

a. Assignment of beds

b. Lockers

c. Medications

d. Managing nighttime shelter access (searching bags etc.)

e. Smoking

f. Parking

g. Accommodating approved pets

h. Enforcing basic behavioral expectation

3. Develop and implement strategies and training to maximize nighttime safety for guests

and staff including overdose response, immediate crisis response and de-escalation

approaches to reduce conflicts.

4. Support operation of winter warming center.

5. Be available on-call to manage emergency situations at the shelter site between 4:00 pm

and 8:00 am.

6. Provide information to the Shelter Admin support staff to ensure that shelter bed nights,

bed assignments and exits are properly in HMIS and HHC data systems.

7. Support and encourage shelter-based volunteers to maximize their effectiveness and

commitment to NLHHC.

8. Support the operation of the respite and VA sections of the shelter in partnership with

assigned program staff.

9. Work with relevant partners including NLPD and International Family Worship Center on

operational issues.

Application Process

The ideal candidate for this position has strong communication, team building and problem-

solving skills.

There are no specific education requirements but supervisory experience that demonstrates

the ability to work effectively with staff and guests is expected. A valid driver’s license and a

clean driving record is required. Bilingual individuals a significant plus.

This is a full-time position and requires in-person work at our site in New London.

Compensation is $24-$26/hour based on experience.

Application

Interested applicants should submit a detailed cover letter describing his/her relevant

experience and interest in the position. For a more information about the work of the New

London Homeless Hospitality Center please check our website at NLHHC.org.

Job Type: Full-time

Pay: $24.00 - $26.00 per hour

Benefits:

• Employee assistance program
• Flexible schedule
• Health savings account
• Paid time off
• Retirement plan

Schedule:

• 8 hour shift
• Evening shift
• Night shift
• On call
• Overnight shift
• Weekends as needed

People with a criminal record are encouraged to apply

Work Location: In person

Salary : $24 - $26