Site Manager, Emergency Shelters

3 weeks ago

Boston MA, United States Commonwealth Care Alliance Full time

CCA partners with the Commonwealth of Massachusetts to provide supportive temporary emergency shelter to families under the Executive Office of Housing and Livable Communities' Emergency Assistance program. Our shelter program is part of the Commonwealth's response to a rapidly growing number of unhoused families, including thousands of families migrating from Haiti due to natural disasters and civil unrest, whose primary language is Haitian Creole. CCA and our partners provide linguistically and culturally appropriate case management and nurse triage support, connecting families with services such as insurance, health care, nutrition assistance, schools, daycare, immigration legal aid, as well as pathways to work and housing navigation.

The Site Manager, Family Emergency Shelters, oversees a shelter operating at a hotel location, providing direct supervision for Assistant Site Managers (CCA employees) and indirect supervision for contracted vendor staff supporting the shelter program. The Site Manager is responsible for the oversight of all daily operations of case management, housing and employment navigation, customer service, nursing, conflict resolution, escalation management, and public safety. The Site Manager will manage daily relationships with hotels/shelter facilities, community partners, and schools, and coordinate with CCA's family shelter central leadership team to ensure standardization of onboarding and training, data management, and performance outcomes.

This position requires daily on-site presence as well as occasional travel to additional sites and locations.

Supervision Exercised:

Provides direct supervision for assistant site manager (CCA employee) and indirect supervision for all contracted vendor staff affiliated with the emergency shelter.

* Ensure a safe, clean, well-maintained, and furnished facility for families, meeting all applicable local, state and federal laws and regulations, including but not limited to the Fair Housing Act and Americans with Disabilities Act, and adhering to any additional safety protocols and policies issued by EOHLC.

* Provide high level customer service to families, staff, vendors, and community partners.

* Manage the resolution of escalated incidents, including liaising with key stakeholders such as public safety, hotel staff, vendor staff, and leadership. Report and address safety concerns timely through chain of command. Support case managers to resolve resident issues, concerns, and grievances. Follow regulations for mandated reporting of abuse of a child, elder, or person with a disability.

* Manage daily on-site operations such as headcount, transportation, vendor management, check-ins of employees to ensure staff's availability during working hours (coordinate schedules, adequate coverage).

* Orient, train, and mentor new staff.

* Maintain strong vendor and community partner relationships, eg in partnering with municipalities, schools, daycares, ESOL and immigration law partners.

* Manage site performance by monitoring data input and integrity and productivity reports.

* Prioritize and communicate clear expectations for daily tasks or projects.

* Monitor supply needs and manage procurement of supplies for the site.

* Partner with leadership for sharing of best practices, innovative ideas, or discovery of new resources or partnerships.

Working Conditions:

* The position is based at a family emergency shelter and will involve some travel to other sites.

* Will include moving of supplies and equipment at and between sites.

Education Required:

* Bachelors

Education Desired:

* Graduate

Experience Required:

* Minimum 1 year of relevant experience required in shelters, health care, social services environment, or related industries/environments.

Experience Desired:

* Experience working in family shelters.

* Experience working with individuals that have recently immigrated to the US, particularly from Haiti.

Knowledge, Skills & Abilities Required:

* Experience working in a complex and fast paced environment, with demonstrated ability to identify problems and create solutions.

* Proficient skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint or Access and other web-based applications

* Ability to make decisions with significant, broad implications for the management and operations of a major department or multiple departments. Participates in decisions on overall strategy and direction of the program.

* Ability to address problems that are broad, complex and abstract, often involving site issues and requiring substantial creativity, resourcefulness, staff engagement, negotiation and diplomacy to develop solutions.

* Requires excellent interpersonal skills in order to communicate and work with staff and external partners of all skill and experience levels

* Ability to verbally communicate complex concepts in English and address sensitive situations, resolve conflicts, negotiate, motivate and persuade others.

* Must be highly organized and self-directed with a proven ability to work with supervision on departmental and cross-functional projects of a diverse nature

* Must be able to work collaboratively and create an atmosphere of trust and respect within teams and with external partners

Language(s) Required:

* English

Language(s) Desired:

* Bilingual (Haitian Creole or Spanish)

Other Required:

* Valid driver's license and reliable access to a vehicle.

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