Program Supervisor Emergency Housing

YWCA Rochester•Rochester, NY

2d•$63,000 - $65,000•Onsite

About The Position

The Emergency Housing Supervisor is responsible for the daily operations, supervision, and coordination of two emergency housing sites. This position provides direct oversight to shelter staff, ensures a safe and supportive environment for residents, and maintains smooth day-to-day operations of both facilities. The Supervisor plays a critical role in crisis intervention, de-escalation, staff leadership, resident support, and ensures services are delivered effectively and in alignment with agency policies and procedures.

Requirements

Associate’s degree in human services, Social Work, Psychology, Criminal Justice, or related field required, Equivalent experience may be considered.
Minimum of 3 years of supervisory or leadership experience in emergency housing, shelter services, residential programs, or related human services setting.
Experience in Case Management.
Experience working with vulnerable populations, including individuals and families experiencing homelessness.
Strong crisis intervention and de-escalation skills required.
Ability to manage multiple priorities and oversee operations across two locations.
Excellent organizational, communication, and interpersonal skills.
Proficiency in Microsoft Office and electronic documentation systems.
Valid driver’s license and reliable transportation required.
Knowledge of trauma-informed care and person-centered practices.
Ability to lead staff and maintain professionalism in high-stress situations.
Strong problem-solving and conflict resolution abilities.
Ability to maintain confidentiality and professional boundaries.
Commitment to diversity, equity, inclusion, and the mission of the organization.

Responsibilities

Oversee the daily operations of two emergency housing sites to ensure safe, efficient, and client-centered services.
Ensure sites remain compliant with agency standards, health and safety regulations, and funding requirements.
Audit Case Managers’ notes using a database system (HMIS) and clients’ intake binders.
Coordinate site coverage and assist with scheduling to maintain adequate staffing levels.
Monitor facility needs and coordinate maintenance concerns with appropriate department.
Order and maintain inventory of program supplies, household items, food, hygiene products, and other operational necessities.
Develop and coordinate site meal planning and menus in accordance with program guidelines and resident needs.
Assist in implementing and maintaining shelter procedures, routines, and best practices.
Provide supervision, guidance, coaching, and support to emergency housing staff across both sites.
Conduct regular staff meetings and provide ongoing training related to shelter operations, crisis intervention, trauma-informed care, and safety practices.
Support employee accountability by addressing performance concerns and documenting issues as needed.
Foster a collaborative, respectful, and team-oriented work environment.
Respond to resident concerns, conflicts, and crisis situations in a timely and professional manner.
Utilize trauma-informed approaches and de-escalation techniques to manage challenging situations and maintain a safe environment.
Support staff in handling behavioral concerns, emergencies, and resident disputes.
Ensure appropriate documentation of incidents, accidents, and critical events.
Promote an environment that upholds dignity, respect, and empowerment for all residents.
Complete reports, documentation, and program records accurately and within required timelines.
Monitor program data and operational trends to support effective service delivery.
Participate in agency meetings, trainings, and community collaborations as assigned.
Support implementation of agency initiatives and continuous quality improvement efforts.