Manager of Shelter Services

YWCA Nashville & Middle Tennessee•Nashville, TN

About The Position

The Manager of Shelter Services coordinates and participates in coverage for Weaver Center Crisis/Residential services, serves as Schedule Facilitator, facilitates onboarding and continuing training for DV Specialists, and supervises PRN and part-time staff. The position assists the Director of Crisis and Residential Services with the day-to-day operations of the Domestic Violence Shelter and crisis office, including scheduling, hotline operations, resident interactions, staffing, training, documentation, data quality, and compliance. The role provides rotating after-hours and weekend on-call leadership support to DV Advocates, including guidance, consultation, and crisis intervention assistance. It supervises and coaches PRN and part-time DV Advocates, coordinates service delivery and referrals with program colleagues, and supports staff development and program improvement. The manager also oversees the Avigilon Video security and Alta access control systems and helps maintain facility security protocols. The position requires a bachelor’s degree in a related field or equivalent relevant work experience, at least two years of leadership and team management experience, and experience managing a 24-hour residential program or related crisis or shelter services. Experience serving victims of domestic violence or similar populations is required. Training in crisis intervention, domestic violence, or trauma-informed care is preferred. The role requires a valid driver’s license, vehicle insurance, a clear driving record for the last three years, use of a personal vehicle, and CPR certification. Extended or flexible hours, including nights and weekends when appropriate, may be required.

Requirements

Bachelor’s degree in a related field or equivalent relevant work experience.
At least two years of leadership and team management experience.
Experience managing a 24-hour residential program or related field, including crisis services or shelter operations.
Demonstrated experience working with victims of domestic violence or similar populations.
Valid driver’s license, vehicle insurance, a clear driving record for the last three years, and use of a personal vehicle.
CPR certification.
Ability to work extended or flexible hours, including nights and weekends when appropriate.
Excellent leadership skills, including leading through crisis and by example, using servant leadership.
Ability to maintain a rational and objective demeanor in stressful or emotional situations and exercise sound judgment.
Effective verbal and written communication skills.
Knowledge of trauma-informed care and ability to train others in the practice.
Knowledge of the cycle of domestic violence.
Knowledge of positive youth development principles and ability to work with children of all ages.
Excellent interpersonal and relationship-building skills.
Highly organized and self-motivated; able to work independently or as part of a team.
Cultural sensitivity and experience serving diverse populations.
Proficiency in MS Word, Excel, and PowerPoint, and ability to troubleshoot database applications.
Understanding and sensitivity regarding the intersectionality of race and domestic violence.
Willingness to support the YWCA mission and convey its importance verbally and in writing.
Ability to lift or move materials weighing up to 30 pounds; stand for extended periods; travel throughout the community for job-sanctioned activities; speak concisely; move throughout the building; and sit or remain stationary for extended periods.
Ability to speak, hear, sit, stand, walk, reach, climb or balance, stoop, kneel, crouch, or crawl.
Ability to tolerate noise levels ranging from very quiet to very loud.

Nice To Haves

Training in crisis intervention.
Training in domestic violence.
Training in trauma-informed care.

Responsibilities

Manage scheduling and operational issues for a 24-hour staffed crisis office, including crisis hotline operations and oversight of resident interactions in the shelter.
Provide rotating on-call leadership support to Domestic Violence Advocates, including guidance, consultation, and crisis intervention assistance.
Manage, supervise, coach, and provide performance management for PRN and part-time DV Advocates; coordinate staffing logistics and maintain adequate coverage.
Coordinate with the Director of Crisis and Residential Services on day-to-day crisis office, shelter, and DV Advocate team operations.
Collaborate with the Weaver management team and other YWCA program staff on referrals, service delivery, and cross-program support.
Monitor and assist with staff onboarding, training, and compliance requirements, including Title IX, VOCA, Crest Customer Care, Trauma-Informed Care, YWCA training materials, and partner-agency curricula.
Coordinate, facilitate, and monitor staff training and professional development.
Ensure service documentation, case records, hotline records, shelter files, and program data are accurate, consistent, timely, and compliant with applicable standards and requirements.
Lead quality assurance and continuous quality improvement efforts, including routine audits of case files, service documentation, data entry, and program records.
Monitor program data quality and reporting; identify trends, discrepancies, and areas for improvement and implement corrective action plans as needed.
Coach, train, and provide technical assistance to staff on documentation standards, data entry, quality assurance findings, and compliance expectations.
Oversee Avigilon Video security and Alta access control systems, including keycard creation and management, functionality monitoring, repair and maintenance coordination, and facility security protocols.
Support compliance with grant, contractual, licensing, accreditation, and agency requirements.
Provide rotating after-hours and weekend on-call leadership support, responding to emergencies, operational concerns, and staff support needs.
Facilitate team meetings, monthly staff meetings, individual supervision meetings, case consultations, and transitional meetings as needed.
Attend all-staff, program, community collaboration, and other requested meetings; represent the YWCA professionally.
Coordinate volunteers and interns, including providing training and supervision.
Implement and adhere to YWCA and program policies and procedures.
Protect resident and records confidentiality.
Provide transportation when necessary.
Perform other duties as assigned.