Manager: Shelter

**Manager: Shelter & Housing**

**Company Overview**:
**Position Overview**

Be a part of an award-winning women’s agency that operates from a feminist lens. The Manager, Shelter & Housing at Street Haven provides operational leadership and direct supervision for all shelter and housing programs. This role ensures high-quality service delivery through effective staff management, program implementation, and day-to-day operations that align with Street Haven's mission of supporting Toronto's most vulnerable women. The position requires hands-on operational management combined with strategic thinking to develop and maintain programs that effectively address client needs while meeting funder requirements. This role will report to the Director of Shelter & Hiusing Services.

**Key Responsibilities**

**1. Operational Management**
- Oversee daily operations of all shelter and housing programs, ensuring smooth functioning and adherence to Street Haven's policies, procedures, and standards
- Develop, implement, and regularly update operational procedures for shelter and housing programs that align with best practices, funder requirements, and organizational goals
- Ensure accurate and timely completion of all required documentation, to the Director including weekly incident reports, daily logs, client records, and statistical reports
- Manage bed allocation, room assignments, and space utilization to maximize service capacity while ensuring client safety and comfort
- Oversee maintenance of facilities, identifying repair needs, coordinating with maintenance staff, and ensuring timely resolution of facility issues
- Monitor inventory of supplies, food, and program materials, ensuring adequate stock levels and efficient resource utilization
- Implement safety protocols and emergency procedures, conducting regular drills and ensuring staff preparedness for crisis situations
- Ensure compliance with health standards, building codes, fire regulations, and other applicable laws and regulations
- Conduct regular program audits to ensure quality standards are consistently met across all shifts and services
- Identify operational inefficiencies and implement process improvements to enhance service delivery

**2. Staff Supervision & Development**
- Directly supervise shelter and housing program staff, including case managers, frontline workers, overnight staff, and program coordinators
- Develop and maintain a comprehensive staff scheduling system that ensures appropriate coverage across all shifts (24/7) while managing overtime costs
- Create monthly staff schedules, manage shift changes, approve time-off requests, and coordinate coverage for absences
- Recruit, hire, and orient new staff members in collaboration with HR, ensuring thorough onboarding to Street Haven policies and procedures
- Provide regular coaching, feedback, and performance management to direct reports
- Conduct formal performance appraisals for all supervised staff according to organizational timelines
- Identify training needs and coordinate professional development opportunities for staff
- Lead regular team meetings to ensure effective communication, address emerging issues, and foster team cohesion
- Address performance concerns promptly through appropriate interventions, including implementing progressive discipline when necessary
- Create a supportive work environment that promotes staff wellness, reduces burnout, and encourages retention
- Promote a culture of continuous learning and improvement among all team members

**3. Client Services & Program Implementation**
- Supervise case management services, ensuring development of appropriate service plans for all clients
- Monitor client progress and program outcomes, adjusting service delivery as needed
- Review and approve discharge plans, ensuring appropriate supports are in place for successful transitions
- Oversee crisis intervention responses, providing guidance to staff in managing complex situations
- Ensure implementation of trauma-informed, harm reduction, and anti-oppressive approaches across all programs
- Directly intervene in escalated client situations as needed, demonstrating effective conflict resolution and de-escalation techniques
- Develop and implement strategies to enhance client engagement and participation in programs
- Oversee regular client feedback mechanisms and respond appropriately to concerns or suggestions
- Ensure services are accessible and responsive to diverse client needs, including cultural, physical, and mental health considerations

**4. Program Development & Quality Assurance**
- Monitor program outcomes and performance indicators, identifying areas for improvement
- Develop and implement quality assurance measures for all aspects of shelter and housing programs
- Collect and analyze program data to inform decision-making and program enhancements
- Identify emerging trends in client needs and develop responsive program adjustments
- Assist in the development