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Reporting directly to the Director of Operations, the Manager of Shelter Services is responsible for overseeing both the success of employees and the efficacy of The Hope Centre’s various shelter programs, ensuring operations are running smoothly and are aligned with strategic objectives. With a strong focus on sustainability, this role drives the continuous development and improvement of initiatives related to homelessness, including the three housing-focused shelters as well as Family shelter, which serves a diverse population of vulnerable citizens.

Duties & Responsibilities

Program & Service Delivery Management

• Oversee implementation of shelter programs and services, including case management, housing navigation, and supportive services.
• Ensure all sites are clean, safe and functioning in compliance with health and fire codes.
• Work with program leads to develop individualized service plans for clients, focused on housing stability and self-sufficiency.
• Continuously assess the organization’s resources to ensure they are sufficient and well-suited for sustaining programs with the support of each site Manager.
• Monitor and manage inventory levels through on site management, placing orders for supplies when needed.
• Ensure equitable, dignified, and client-centered service delivery across all sites.

Staff Leadership & Development

• Supervise and evaluate shelter managers, case managers, shift supervisors, and support staff.
• Conduct regular site visits to provide leadership presence, coaching, and quality assurance.
• Build a collaborative, respectful, and inclusive work culture rooted in trauma-informed care and equity.

Compliance, Reporting & Evaluation

• Ensure compliance with funding requirements, government regulations, and agency policies.
• Prepare and submit reports on shelter outcomes, occupancy, and service delivery metrics.
• Respond to audits, inspections, and funder site visits as needed.
• Ensure the consistent adherence to The Hope Centre’s policies and procedures.
• Ensure the confidentiality of Hope Centre clients is upheld at all times.
• Maintain appropriate and accurate record keeping practices, in line with relevant regulation.

Collaboration & Community Engagement

• Act as liaison with government agencies, housing partners, service providers, and community stakeholders.
• Represent the shelter program at community meetings, coalitions, and working groups.
• Facilitate referrals and coordination of wraparound services (mental health, substance use treatment, employment, etc.).

Crisis Management & Safety

• Lead crisis response efforts across shelters, including behavioral health crises, critical incidents, and emergencies.
• Ensure staff are trained in de-escalation, emergency procedures, and safety protocols.
• Participate in after-hours on-call rotation to support shelter teams.