Director of Residential Services

3 weeks ago

Milwaukee, United States Guest House of Milwaukee Full time
Job Title: Director of Residential Services

Reports To: Associate Vice President of Shelter Programs

FLSA Status: Full- Time/Salaried

About Guest House of Milwaukee, the largest housing program provider in Wisconsin

Since first opening our doors as a short-term emergency shelter in 1982 in the same location we stand today, Guest House of Milwaukee has grown to provide a full continuum of onsite and community-based programs that address the comprehensive, evolving needs of individuals experiencing homelessness and housing insecurity.

Guest House has been committed to advancing responsive, client-centered solutions to the complex needs of our most at-risk and marginalized community members for more than 40 years by meeting them where they are. With a dedicated staff, outstanding partners, and deeply invested supporters, Guest House of Milwaukee is positioned to affect more substantive and lasting change within the communities we serve than ever before.

We are laser focused on our vision of a Greater Milwaukee community that ensures care and drives systemic change to overcome the root causes of homelessness.

About the Role

The Director of Residential Services is responsible for meeting the immediate needs of the clients and ensuring shelter operations and customer service are optimal by coordination of schedules, on call responsibilities, and communication with the Associate Vice President of Shelter Programs. A person in this position will actively participate in shelter activities that assist guests, volunteers and provide support for general and lead staff.

Essential Duties and Responsibilities:
  • Responsible for all scheduling and oversight of staff shift schedules including budgeting considerations and overtime management
  • Ensure that guest paperwork and records are documented in a timely manner and maintained accurately
  • Provide direct management and supervision to all Direct Service Shelter Staff and Lead Direct Service Shelter staff.
  • Document meetings using standardized forms.
  • Lead all RS job duties, including communicating residence rules to clients and enforcing rules as necessary, responding to questions and concerns from clients, staff, donors, volunteers, and guests, intakes, security, and office administrative tasks
  • Attend all department, TLC, all staff meetings, and assigned CST meetings
  • Ensure effective communication for guest information throughout all relevant departments with a focus on effective documentation. Provide coaching and consultation to staff about appropriate and timely documentation
  • On call duties as assigned- including holding on call phone to answer staff questions, advise on critical situations, and handle scheduling issues while passing relevant information on to the supervisor in a timely manner.
  • Lead the training of incoming residential services staff. Create individual training plans for all residential services staff.
  • Model respectful and professional conduct and interactions with guests, visitors and colleagues. Provide coaching and guidance to staff to promote Guest House philosophy
  • Follow all agency and mandated guidelines related to security, safety and confidentiality
  • Provide client centered, trauma informed support to RS staff
  • Assist Associate Vice President of Shelter Programs with administrative and documentation tasks, such as policies and procedures, HR related documents, and department documents.
  • Manage internal processes, such as Salvation Army, sandwiches, and others as applicable
  • Focus on reducing departmental overtime costs
  • Member of the Leadership circle and complete all assigned Director trainings
  • Other duties as assigned by the Associate Vice President of Shelter Programs
  • Must be able to respond swiftly to emergency situations including leading evacuation and interventions

Qualifications:
  • Ability to work a flexible schedule - with some variability based on team scheduling
  • Ability to hold an on call phone for off hours needs
  • Ability to communicate clearly verbally and in writing
  • Availability to handle on call responsibilities
  • Ability to successfully manage schedules
  • Experience in trauma related care or peer support as well as de- escalation
  • Good decision making and problem solving skills
  • Ability to multi- task under deadlines
  • Focus on recovery, low barrier, and housing first model

Training and Experience:
  • Strong customer service skills
  • Associate's Degree or comparable experience
  • Ability to use MS Suite computer programs including Word and Excel
  • Strong organizational, planning, and time management skills
  • First Aid training and CPR certification a plus
  • Excellent leadership, motivational, and communication skills
  • Crisis prevention and intervention training
  • Experience working with individuals experiencing homelessness, mental health and/or substance abuse issues

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