Shelter Manager - The Hope Centre

Leadership with purpose – make a lasting difference in the lives of those experiencing homelessness.

ABOUT US

Since 1974, The Hope Centre has helped to build and strengthen Welland by supporting the most vulnerable in our community with food security, housing stability and wellness programs. We offer a wide range of services that help individuals and families in Welland that are facing challenges related to poverty including mental health, addictions, food insecurity and housing instability.

Our mission is to assist, support, empower and advocate for the most vulnerable members of our community. We do this by providing essential services including homelessness prevention, housing-focused shelter, emergency food bank, daily lunches, counselling and more. Our vision is a community where every person has their basic needs met through support and compassion.

POSITION SUMMARY

Reporting to the Operations Manager, the Shelter Manager is responsible for overseeing the daily operations and administration of the shelter, ensuring a safe, inclusive, and supportive environment for individuals within the community who are experiencing homelessness. This role involves supervising shelter staff, including overseeing a team of Intensive Case Managers (ICMs), ensuring they effectively support clients in achieving progressive housing goals. The Shelter Manager also supervises a cook and custodians, to maintain high standards of service, cleanliness, and meal provision. The Shelter Manager is responsible for providing regular program status updates to the senior leadership team, offering insights on operational performance, challenges, and opportunities for improvement.

KEY RESPONSIBILITIES

• Oversee the daily operations of the shelter, ensuring a safe, inclusive, and supportive environment for clients and staff.
• Supervise shelter staff, including cooks and custodians, to ensure high standards of service.
• Oversee ICM team, supporting them in assisting clients with housing goals and related services.
• Monitor client progress towards housing goals, ensuring KPIs are met, and assign tasks to ensure housing plans progress.
• Ensure HIFIS is used appropriately by ICMs for client tracking, data management, and reporting.
• Approve food orders and maintain food security for shelter residents.
• Collaborate regularly with the Operations Manager to discuss client progress, discharges, restrictions and operational challenges.
• Enforce shelter policies regarding discharges and restrictions as necessary.
• Ensure shelter complies with all Shelter Standards and health and safety regulations.
• Maintain staff schedules, resolve conflicts, and ensure adequate shift coverage.
• Review and approve staff timesheets for accuracy and compliance.
• Provide regular reports on the status of the shelter program to the senior leadership team, highlighting operational performance and challenges.
• Participate in meetings, working groups, and training sessions with funders, the leadership team, and community partners.
• Ensure all client information is maintained confidentially, and ensure privacy is always respected.
• Ensure adherence to Hope Centre policies and procedures in all aspects of shelter operations.
• Address client needs and concerns, ensuring a compassionate and client-centred approach.
• Maintain accurate shelter records and documentation, ensuring compliance with reporting and auditing requirements.
• Perform other duties as assigned.

QUALIFICATIONS

• Completion of post-secondary education in a related field (i.e. Social Service Worker [SSW]), required.
• 2-3 years of management experience in a non-profit organization, required.
• Working knowledge of mental and physical illnesses, and addiction, and familiarity with harm reduction approaches, required.

KEY CANDIDATE COMPETENCIES

• Effective leadership and team management skills.
• Strong Crisis Intervention, dispute resolution, and negotiation skills.
• Strong problem-solving skills with a proactive approach to challenges.
• Excellent communication, and interpersonal abilities.
• Excellent reporting skills ensuring efficiency, accuracy, and thoroughness.
• Ability to work with a diverse group of people, including volunteers, community groups, governmental agencies and staff in an ever-evolving environment.
• Proficiency in tools for efficient coordination, including a high level of proficiency in Microsoft Office Suite.
• Strong personal ethics and integrity.
• Ability to adapt and remain flexible in a fast-paced environment.
• Knowledge of local community-based resources and supports.
• Strategic thinking and decision-making skills.

OUR EMPLOYEE PROMISE

• A supportive, friendly and dedicated team environment.
• Potential for growth within company.
• A chance to make a positive impact in your community through meaningful work.

HOW TO APPLY

If you think your experience, skills and career aspirations are aligned with this opportunity – please send your resume to careers@hroffsite.ca with “The Hope Centre – Shelter Manager” in the subject line.

We are an equal opportunity employer and encourage applications from all qualified individuals. We are committed to providing a safe, healthy, and inclusive work environment where every employee feels valued and respected. We will consider accessibility accommodations to applicants upon request.