Supportive Services Manager

The Road Home•Salt Lake City, UT

2d•Onsite

About The Position

The Road Home, founded in 1923, is a leader in ending homelessness, providing emergency shelters, supportive services, and housing-focused rental assistance. They seek compassionate and empathetic individuals to make a difference. The Supportive Services Manager reports to the Resource Center Director and is responsible for leading a dedicated team of supportive Case Managers. This role focuses on engaging with and providing individualized support for all guests at the Resource Center to ensure each person can quickly transition back into stable housing. Additionally, the Supportive Services Manager plans, organizes, leads, and provides ongoing support for new initiatives, tailoring programs to the changing needs of those served. By providing strong leadership, setting departmental goals, tracking progress, and adjusting program direction to maximize positive housing outcomes, the Supportive Services Manager will ensure those in need receive individualized, trauma-informed support and are able to step out of homelessness and back into housing.

Requirements

Case Management, Crisis Services, Social Services or lived experience with diverse populations required.
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 have basic computer skills.
Ability to accept supervision, direction, and feedback with openness.
Communicate clearly and effectively with clients, coworkers, and supervisors using verbal and written communication.
Utilize available client data, data reports, and case note reviews to set goals for the Services team.
Demonstrates awareness of, and sensitivity to, diverse populations.
Ability to contribute to the Agency’s commitment to enhancing awareness and appreciation of diverse ethnic and culture heritages are particularly valued.
Familiarity with Trauma-Informed Care and Housing First philosophies.
Excellent supervisory skills, with ability to model compassionate and Trauma-Informed case management and support at various levels of engagement with guests.
Ability to communicate effectively and handle difficult situations with professionalism, compassion and from a Trauma-Informed perspective.
Self-starter and self-directed.
Excellent organizational skills.
Strong computer skills (Microsoft Suite, Calendar, Tracking, e-mail, ETC).
Knowledge of challenges faced by vulnerable populations.
Proven experience in collaborating with multiple stakeholders to achieve measurable results.
Must pass a pre-employment background check and drug screen.
Must be at least 21 years old, have a valid, unexpired driver’s license, and the ability to drive a vehicle, as needed.

Nice To Haves

At least one year of direct supervisory experience preferred.
Knowledge of homeless resources, social services, and program management preferred.
Experience working with diverse and/or vulnerable populations is preferred.
Familiarity with ClientTrack or other HMIS database is a plus.

Responsibilities

Serve as an integral part of The Road Home’s leadership team, providing feedback on staff and guest concerns and workshopping ways to enhance the services provided to guests.
Work with other supervisors and Road Home teams to create consistency among services within the homeless resource centers.
Observe emerging trends for program participants within the homeless service sector.
Proactively engage in problem-solving and programmatic change.
Be aware of process inefficiencies and engage in quality improvement.
Hire, train, and manage department staff, ensuring that they are providing high-quality, trauma-informed care in an emergency shelter setting.
Provide direct supervision, ongoing evaluation, and coaching of a diverse team of Case Managers.
Assist staff with setting strengths-based, achievable goals targeting quick and stable housing solutions for their case load.
Support and train staff in providing thorough and individualized support based on each guest’s unique needs and barriers, maintaining focus on Housing First approaches to sheltering and supporting individuals back into housing.
Work with staff to develop new and innovative ways to engage with guests.
Manage weekly staff schedule.
Ensure each shift is adequately staffed.
Timely review and approval of staff timesheets.
Manage other departmental paperwork and administrative reports in a timely manner.
Develop community partnerships in response to trending client needs and for staffs’ professional development.
Coordinate with internal and external teams to develop quick and efficient access to community resources for staff and guests.
Analyze program data and adjust scope and direction of program as needed to improve efficiency and increase positive outcomes.
Maintain regular and reliable attendance as an essential function of this position.
Other duties as assigned.
Ensure best practices are implemented and adhered to.
Review, on an ongoing basis, the services being offered at the Resource Center and develop new programs as needs emerge.
Identify and share resources provided in the community that may best serve our guests’ needs.
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.
Assist with de-escalation and crisis intervention as needed.
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.