General Summary:
The Shelter Manager is responsible for the supervision, leadership, and full operational management of FRIENDS, Inc.’s Emergency Shelter Program. This includes oversight of staff, client services, safety protocols, facility operations, regulatory compliance, and data/reporting requirements.
This role ensures the shelter operates as a safe, trauma-informed, and survivor-centered environment while maintaining 24/7 readiness for crisis response. The Shelter Manager provides direct supervision to Crisis Advocates, leads hiring and onboarding, ensures accurate documentation and reporting, and serves as the primary on-call contact for all shelter-related emergencies and decision-making. This position acts as a critical leadership role in the agency.
This position supports programming in the absence of the Executive Director, and may fill service gaps in the absence of advocacy positions. The Shelter Manager may respond to after-hours staff concerns, emergency situations, and critical client needs, typically by phone.
Standard shift coverage is as follows, however, these hours may fluctuate as needed:
Standard shift coverage is:
Monday - Friday: 8:00AM – 4:30PM
24/7 - On-Call Via Phone For Emergencies
Occasional evenings, weekends, & holidays may be required to ensure shelter coverage/support agency events.
Essential Functions:
Shelter Management – Staff Leadership & Operations
- Supervises Crisis Advocates, direct service interns, and shelter volunteers.
- Responsible for recruitment, hiring, onboarding, training, scheduling, and performance management for all Crisis Advocates.
- Provides ongoing coaching, feedback, and support; conducts 90-day and annual performance evaluations and implements corrective action as needed in collaboration with the Executive Director
- Ensures staff adherence to expectations related to documentation, professionalism, boundaries, and crisis response
- Assigns and monitors completion of daily responsibilities and monthly closeout tasks
- Leads monthly Crisis Advocate meetings and ensures consistent communication of agency updates, policies, and expectations
- Ensures all shelter shifts are covered 24/7; responsible for coordinating or filling shifts as needed
- Serves as the primary on-call contact for staff support, emergencies, and critical decision-making
Shelter Management – Client Services & Engagement
- Ensures all services are delivered using trauma-informed, survivor-centered practices
- Provides crisis intervention, safety planning, hotline response, and intake support
- Serves as the primary point of contact for shelter assessments and admission decisions
- Provides regular hotline support during weekday hours.
- Oversees the shelter environment, including communal living dynamics, conflict resolution, and overall client well-being
- Provides advocacy, life skills education, and support to residents in achieving personal goals
- Coordinates with Crisis Advocates and DV/SV Advocates to ensure aligned client care
- Responsible for all coordination and completion of Coordinated Entry paperwork and applications with Shelter Clients
Shelter Management – Facility, Resources, Partnerships & Program Development
- Oversees shelter facility operations, including safety, maintenance, inventory, and security systems
- Conducts routine walkthroughs and ensures a clean, safe, and functional environment
- Manages inventory, donations, and supply needs; coordinates procurement and resource allocation
- Oversees voucher distribution to ensure equitable and appropriate use of resources
- Coordinates weekly pantry orders and volunteer support for food distribution
- Builds and maintains relationships with community partners to enhance services and resources for clients
- Supports ongoing program development, ensuring inclusivity and implementation of best practices
- Develops and updates shelter policies, procedures, and forms in collaboration with leadership
- Assists with some grant-related activities, including providing program data and narrative support
Documentation, Compliance & Reporting
- Ensures all shelter documentation is completed accurately and in a timely manner within Osnium, including: Hotline logs, Intake and discharge documentation, Incident and violation reports, and Client services and assistance tracking
- Conducts regular audits of documentation to ensure compliance with agency, funder, and regulatory requirements
- Point contact for Coordinated Entry and Rapid Re-housing programs, meetings, and enrollment and communications
- Maintains staff training records and ensures completion of all required trainings
Other Responsibilities & Agency Engagement
- Participates in agency meetings, including all-staff, coordinators, and program meetings
- Represents FRIENDS, Inc. in a professional and positive manner within the community
- Participates in community committees, partnerships, and professional networks
- Supports and participates in agency events, outreach efforts, and special programming (e.g., Holiday Giving, food programs)
- Assists with seasonal initiatives such as Adopt-a-Family programming
- Assumes leadership responsibilities in the absence of the Executive Director
- Completes additional duties as assigned to support agency operations
Pay: $52,000.00 - $55,000.00 per year
Benefits:
- 403(b) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
People with a criminal record are encouraged to apply
Application Question(s):
- This position requires 24/7 on-call availability by phone (and sometimes in-person when necessary) for shelter-related emergencies, staff support, and critical decision-making. Are you able and willing to meet this expectation?
- What interests you specifically about managing an Emergency Shelter program for survivors of domestic and sexual violence?
Experience:
- Shelter/Human Services: 1 year (Required)
- Leadership: 1 year (Required)
License/Certification:
- Drivers License (Required)
Location:
- West Bend, WI 53095 (Preferred)
Ability to Commute:
- West Bend, WI 53095 (Required)
Work Location: In person
