Director of Shelter and Hotline Services

Primary responsibilities

What are the Job Responsibilities?
-Budget: Develop budget for approval. Manage budget spending and submit monthly reconciliation.
-Staffing: Establish departmental staffing levels and support hiring when needed. Coordinate with Supervisors to create and maintain the monthly schedule for department staff, on-call rotation, volunteers, and interns.
-Onboarding: Review and approve departmental onboarding material. Regularly assess and update materials as needed. Ensure new employees receive thorough training and meet quality standards prior to beginning independent work. Participate as appropriate.
-Policies and Procedures: Overall accountable for departmental compliance to policies and procedures. Establishes department standards. Create, renew and improve department policies. Review, provide input, and approve operational procedures for department. Identify and pilot innovative solutions in the areas of technology, communication, efficiency, and safety in order to enhance and streamline service delivery.
-Operations: Overall accountable for Shelter and Hotline operations. Delegate day-to-day management of the Shelter and Hotline to leadership team and staff; engage when appropriate for sensing, escalation of issues, and flow to cover gaps. Oversee the inventory process for all supplies and donations; manage orders to ensure department needs are met. Maintain and regularly update the department drive, ensuring all department materials are saved appropriately.
-Meals: Establish and oversee the food program parameters within shelter. This includes weekly grocery orders and food donations as well as monthly Hunger Task Force donations. Collaborate with Development to coordinate group volunteer activities such as Peace Meals.
-Client Grievances: Create, improve, and document the Shelter and Hotline Client Complaint process and share across the organization for alignment. Review and approve client complaint investigations, findings, and remediation. Facilitate escalation of client complaints when needed.
-Compliance: Compile and verify required statistics according to distributed schedule and submit to appropriate parties. Verify compliance with grant and funding requirements for tracking, narrative development, and programming implementation. Lead change management by deploying new requirements.
-Data and Statistics: Complete grant and outcomes reports for funders as requested and submit to the Development Department. Deploy new data and statistics requirements.
-Community Resources: Assist agency leadership in public relations through community meetings. Review assessment and recommendations regarding sufficiency and effectiveness of community resources and approve changes or improvements. Facilitate external issue escalation with external resources as needed and drive systemic relationship improvement.
-Partners: Lead overall relationship management with new and existing partners to meet client needs for safety and security and goal planning. Create and improve programming to meet Shelter and Hotline goals. Disseminate program information to the Shelter and Hotline staff. Search, reapply, innovate, and deploy new programs.
-Culture: Role model Sojourner’s values and be a coach and resource to the organization. Assess the organizational health within the Shelter and Hotline organization. Create and lead the overall Shelter and Hotline culture plan to improve effectiveness, efficiency, and individual wellness. Provide input to overall agency leadership, diversity and culture competency plans and delivery of trauma informed care.
-Organizational Capability: Create and lead overall strategy to continually develop department resources. Provide input to create and renew job descriptions. Review and approve Shelter and Hotline skill development plan. Assist in training Shelter and Hotline staff.
-Communication: Communicate agency and community information and ensure effective communication forums (meetings, 1:1’s, written, etc.) within Shelter and Hotline and between department and agency, partner, and community leaders and resources.
-Performance Management: Develop overall goals and measures for the department and specific goals for the Shelter and Hotline leadership team including functional responsibilities. Coach Supervisors on Performance Management process. Review and approve recommendations for formal performance improvement plans (PIP), accountability steps, and remediation for performance and conduct incidents involving Shelter and Hotline staff. Represent and showcase Shelter and Hotline staff achievements within the agency and externally.
-Outreach: Provide or assist external outreach, speaking, and training in support of agency engagements and assist with public relations.
-Extended Coverage: Is the back-up to Hotline and Shelter Supervisors when they are unavailable.
-Knowledge: Maintain and integrate knowledge of Domestic Violence resources, program principles, criminal and civil court systems, child welfare system, family court, children’s court, and the domestic and child abuse restraining order processes into sustainable Shelter and Hotline programming activities, to foster a welcoming, trauma-informed, strengths-based atmosphere for clients. Develop and maintain up to date data and statistics related to children and domestic abuse and protective services. Serve as the Sojourner resource for current and emerging legislation, issues, and concerns in the courts and community resources.
-Serve as the liaison to on-call staff in the event of a crisis situation. Provide on call support 24 hours a day for emergencies.

Supervisory Responsibilities
-Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
-Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
-Ensure that employees are aware of, acknowledge they have read and understand agency and department policies.
-Hold staff accountable for adhering to handbook and all other agency policies, attending new hire orientation, mandatory trainings and meetings.
-Ensure staff and organizational compliance with all agency and department policies and procedures and local, state and federal regulatory agencies, as well as safety and work rules and regulations.
-Promote affirmative action and equal employment opportunity in compliance with the Agency Civil Rights Plan.
-Hold regular team meetings and individual one to one meetings with direct reports.
-Provide ongoing feedback, evaluation, performance improvement, and accountability for direct reports. Participate in performance and conduct investigations and recommend performance improvement plans, accountability steps, and remediation for performance and conduct incidents involving direct reports.