Shelter Manager

Porchlight, Inc.•Madison, WI

4d•Onsite

About The Position

The Shelter Manager oversees the daily operations of the Porchlight Men's Shelter, ensuring safe, low-barrier emergency shelter for adult men experiencing homelessness. This role is responsible for staff supervision, staffing coverage, consistent program practices, facility operations, and coordination with case management and community partners. The Shelter Manager directly supervises Shift Supervisors and other assigned shelter staff. Shift Supervisors provide on-site leadership during their assigned shifts, while the Shelter Manager provides direction, support, and accountability across all shifts. The position requires sound judgment, strong leadership, and the ability to work effectively with guests experiencing mental illness, substance use disorders, and other barriers to stability.

Requirements

Strong leadership and staff supervision skills, including the ability to coach employees, address concerns, and obtain cooperation.
Strong communication, organization, conflict-resolution, and crisis management skills; ability to remain calm and make sound decisions under pressure.
Ability to work respectfully and effectively with diverse populations experiencing sheltered and unsheltered homelessness. High ethical standards and a collaborative approach.
Proficiency in Microsoft Word, Excel, Outlook, and Teams; ability to maintain accurate documentation and learn new systems.
Ability to work flexible hours, including nights, weekends, and holidays, and participate in arranged on-call coverage.

Nice To Haves

Experience successfully managing a social service program, emergency shelter, or residential program.
Associate's or Bachelor's degree in Human Services, Social Work, or a related field.
Training in trauma-informed care, de-escalation, motivational interviewing, CPR/First Aid, and Narcan administration.

Responsibilities

Directly supervise Shift Supervisors and other assigned staff. Provide regular supervision, coaching, training, and constructive or corrective feedback; support supervisors in their oversight of Shelter Assistants.
Participate in hiring and onboarding. Work with Shift Supervisors to identify training needs and ensure staff are prepared to perform their duties.
Work with Shift Supervisors to create and distribute biweekly schedules and ensure coverage for all shifts. Resolve staffing gaps and provide direct operational coverage within training and assigned responsibilities as needed.
Serve as an on-call resource for staff and coordinate reliable on-call coverage with leadership and designated staff during absences or periods of unavailability.
Review and approve staff time in iSolved each pay period.
Address performance concerns consistently and equitably. Bring suspected misconduct and significant personnel concerns to Human Resources and Director of Emergency Services, and collaborate on next steps.
Facilitate monthly shelter staff meetings and ensure accurate shift briefings, pass-down communication, and follow-through on concerns raised by supervisors.
Oversee operations across all shifts and ensure staff consistently follow shelter policies, procedures, and program expectations.
Coordinate with Shift Supervisors, the Waitlist Administrator, Intake Staff, and Case Managers regarding intake, check-in and check-out, bed assignments, and facility access.
Collaborate with the Assistant Director of Emergency Services and Case Management Supervisor regarding case management, Coordinated Entry, intake processes, and related personnel concerns.
Ensure accurate daily records, logs, and incident reports. Review documentation and address gaps with supervisors and staff.
Coordinate supplies with designated staff and the Porchlight main office, including office supplies, toiletries, paper products, and cleaning supplies. Secure and work with vendors to maintain reliable security, transportation, linen, and sanitation services.
Coordinate with the Director of Kitchen Programs and Kitchen Manager regarding food service.
Evaluate and revise shelter policies and procedures for leadership review and approval. Use staff and guest feedback and operational information to identify improvements.
Support staff in orienting guests, responding to concerns, resolving conflicts, and using de-escalation and crisis intervention. Coordinate with case management or emergency services when needed.
Review significant incidents and make decisions regarding service suspensions within agency policy and delegated authority. Ensure incident and suspension records are maintained in a coordinated log, required notices and paperwork are provided, and reports are completed as needed.
Respond to guest grievances, appeals, and requests for reinstatement according to established procedures; refer matters to the Director of Emergency Services or other designated reviewers as required.
Coordinate referrals to other Porchlight programs and communicate information relevant to applicant screening to the Director of Housing, consistent with confidentiality requirements.
Work with Shift Supervisors to maintain building safety, security, cleanliness, and organization. Ensure routine walkthroughs occur and identified concerns are addressed.
Ensure staff understand emergency procedures and are prepared to respond to fire alarms, medical emergencies, and other critical incidents.
Coordinate maintenance and facility needs with appropriate Porchlight staff and vendors. Follow up on hazards and repairs and inform leadership of significant concerns.
Maintain regular communication with the Director of Emergency Services regarding shelter needs, incidents, staffing, and operations; participate in biweekly supervision.
Serve on Porchlight's Management Team and attend monthly meetings. Contribute to agency planning and implementation of the strategic plan.
Represent the shelter on the Homeless Services Consortium of Dane County's Shelter Services Committee and encourage appropriate staff participation in community meetings.
Build working relationships with partner agencies and coordinate on-site services. Maintain communication with other Porchlight programs and daytime operations to support guests and shelter functions.
Follow Porchlight policies, the code of conduct, attendance expectations, confidentiality requirements, technology policies, and professional boundaries. Treat guests, staff, and visitors with dignity and respect and support an environment that values diversity.
Perform other duties as assigned by the Director of Emergency Services.