Associate Director - MVP

The Road Home•Sandy, UT

1d•Onsite

About The Position

The Associate Director plays a key leadership role in the administration and daily operations of the Resource Center, serving single adults each day. Reporting to the Resource Center Director, this position provides oversight of 24/7 shelter operations, ensuring the facility remains safe, welcoming, and responsive to the needs of guests and staff. The Associate Director supports program accountability, staffing coverage, and consistent implementation of operational policies and procedures. This role oversees core shelter functions, including guest check-ins, bed management, mail access, property storage, security screening, and incident response. The Associate Director directly supervises shift supervisors, providing coaching, real-time feedback, training support, and guidance during critical incidents. In partnership with the Resource Center Director and Human Resources, this position helps identify training needs, supports staff development, and fosters a culture of collaboration, learning, and accountability. The Associate Director supports the delivery of Housing Focused services and the integration of Trauma-Informed Care practices throughout shelter operations. This role also contributes to the agency’s commitment to equity, anti-racism, and belonging by supporting inclusive practices that honor the dignity, safety, and diverse experiences of guests and staff. Working collaboratively across the agency, the Associate Director helps identify opportunities to improve shelter services, elevate guest and staff voices, and strengthen programming that supports pathways out of homelessness. This is an in-person position that requires travel between various resource centers and shelters.

Requirements

Minimum of one year of supervisory or team leadership experience required; three or more years preferred.
Experience with administrative responsibilities, including project coordination, staff oversight, reporting, presentations, and computer-based systems required.
At least one year of experience working with individuals experiencing homelessness or low-income populations is required.
Ability to think strategically, collaborate effectively with others, and take initiative.
Ability to remain calm, grounded, and professional in high-pressure or crisis situations.
Strong organization and decision-making skills, with attention to detail and a high level of accuracy.
Ability to think critically, prioritize competing demands, and make emotionally intelligent decisions.
Capacity to work effectively in a fast-paced, deadline-driven environment.
Skill in analyzing, tracking, and synthesizing information and preparing clear, professional reports and documentation.
Self-directed and accountable, with the ability to manage responsibilities independently while remaining responsive to supervision and team needs.
Strong interpersonal skills and ability to work with diverse populations.
Provide thoughtful and attentive customer service by communicating clearly and handling difficult situations with professionalism, patience, and empathy.
Use basic computer programs (email, spreadsheets, and more) and proficiency with management information systems and standard office software, including the Microsoft Office Suite.
Ability to accept supervision, direction, and feedback with openness.
Communicate clearly and effectively with clients, coworkers, and supervisors using verbal and written communication.
Ability to lift and move heavy items up to 25 pounds.
Ability to sit, stand, and move for at least an hour at a time or more.
Ability to use stairs or steps.
Must be at least 21 years old, have a valid, unexpired driver’s license, and the ability to drive a vehicle, as needed.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Nice To Haves

Experience working with diverse and/or vulnerable populations is preferred.
Knowledge of homeless services, shelter operations, or working with highly vulnerable populations is preferred.

Responsibilities

Oversee daily shelter operations to ensure safe, consistent, and effective services for single adults experiencing homelessness.
Ensure core shelter functions, including guest check-ins, bed management, mail access, property storage, security screening, and incident response, are carried out according to agency policies and best practices.
Support implementation of Housing Focused and Trauma-Informed Care principles across all shelter operations and service delivery.
Collaborate with internal departments and community partners to coordinate services and strengthen pathways to housing and stability.
Stay informed of federal, state, and local policy changes, emerging research, and best practices related to homeless services and shelter operations and support their integration into program practices.
Assist in maintaining a clean, safe, and welcoming facility, and identify and communicate building, staffing, or operational needs to the Resource Center Director.
Identify, share, and support access to community-based resources that best meet guests’ needs.
Complete administrative responsibilities, including reporting, documentation, data collection, and timecard-related tasks, to support program accountability and compliance.
Support the 24/7 shelter operations that are equitable, culturally responsive, and accessible to guests from diverse backgrounds.
Assess shelter policies and practices to identify and address barriers to access, safety, or inclusion for guests and staff.
Support agency-wide Diversity, Equity, Inclusion, and Belonging efforts by helping implement practices that promote dignity, fairness, and accountability in shelter operations.
Model ethical and professional standards that uphold confidentiality, appropriate boundaries, and respect for guest self-determination and rights.
Provide leadership and decision-making support during critical incidents, emergencies, or high-acuity situations within the shelter.
Support frontline staff in responding to crises using trauma-informed, de-escalation, and safety-focused approaches.
Ensure timely and accurate completion of incident reports and related documentation.
Collaborate with clinical staff, security, emergency responders, and agency leadership as needed during crisis situations.
Participate in post-incident review and follow-up to identify lessons learned and opportunities for improvement.
Provide direct oversight and supervision to three Shift Supervisors (Day, Swing, and Grave shifts), each of which is responsible for a team of Housing Advocates.
Provide 24/7 support to the Housing Advocate teams, as needed.
Serve as an active member of The Road Home’s leadership team, providing input on operational challenges, guest needs, and service improvements.
Elevate feedback from guests and staff to inform program adjustments and continuous improvement efforts.
Support a culture of collaboration, problem-solving, accountability, and learning across shelter teams and departments.
Foster staff development and deliver coaching to enhance professional growth, including ongoing mentorship and training opportunities to further enhance the skills of direct and indirect reports.
Lead daily shift changes and other meetings as required or needed.
Attend mandatory agency trainings, including Trauma-Informed Care, Housing Focused, De-escalation, Suicide Prevention, CPR, and more.
Participate in emergency drills and environmental safety activities, as required.
Follow all agency protocols for security, safety, and sanitation to maintain a clean and secure environment for guests and staff.
Maintain regular and reliable attendance as an essential function of this position.
Model trauma-informed leadership in all interactions with staff and guests.
Provide clear, constructive feedback to staff regularly, fostering growth and accountability.
Hire, train, mentor, and support team members through hands-on guidance and resource sharing.
Delegate tasks effectively while ensuring equitable distribution of workload.
Resolve conflicts promptly and professionally, using de-escalation techniques and leading difficult conversations with kindness and directness.
Uphold agency policies consistently and lead by example.
Conduct regular one-on-one meetings with employees to exchange feedback, actively listen, and address professional development needs.
Develop and implement performance improvement plans and other corrective actions when needed, with measurable goals, equipping staff with the tools and guidance to achieve success.
Collaborate cross-departmentally to align team goals with organizational mission.
Monitor and ensure completion of all mandatory training, while maintaining accurate participation records.
Track and report on team performance metrics (attendance, outcomes, etc.), as needed.
Perform employee evaluations as scheduled, offering actionable feedback and tailored support.
Advocate for staff needs while balancing operational priorities.
Demonstrates awareness and desire to understand diverse populations.
Ability to contribute to the Agency’s commitment to enhancing awareness and appreciation for diversity.
Willingness to understand that housing first, harm reduction, and low-barrier access to resources aligns with best practices and are essential to our mission at The Road Home.
Ability to set and maintain appropriate boundaries, utilizing Trauma-Informed Care principles as a guideline.
Other duties as assigned.