Job Details

The Shelter Manager plays a pivotal role in creating a safe, compassionate, and empowering environment for families and single women experiencing homelessness. This position combines strong operational leadership with a heart for service—overseeing daily shelter operations, guiding staff, and ensuring every client receives the support they need to move toward long-term stability and independence.

This is more than a management position—it's a chance to make a lasting impact in the lives of those rebuilding their futures.

The following reflects the essential duties for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities of this job at any time. To perform this job successfully, an individual must be able to perform essential duties satisfactorily with or without reasonable accommodations.

Key Responsibilities

• Provide hands-on leadership to shelter staff, volunteers, and support teams, fostering a culture of respect, teamwork, and accountability.
• Oversee and mentor Assistant Shelter Manager, Family Service Assistants, and other staff, ensuring smooth 24/7 operations.
• Lead staff onboarding, training, and team meetings that build skills, morale, and mission alignment.

Program Oversight & Client Support

• Ensure day-to-day operations reflect a trauma-informed, client-centered approach where dignity and safety are prioritized.
• Oversee intake and exit processes, service planning, and documentation to support individualized goals and successful program outcomes.
• Collaborate with case managers and external partners to address residents' housing, employment, health, and emotional needs.
• Respond effectively to client crises with appropriate safety protocols and support.
• Maintain client satisfaction levels of at least 80% through strong communication and responsive support.

Operations & Facility Management

• Ensure the shelter remains safe, clean, and well-resourced, managing facility maintenance, supplies, and vendor relationships.
• Coordinate client meals, services, and donations with staff and the Community Engagement Coordinator.
• Maintain accurate reporting systems (HMIS, Apricot, Shelter Ready) to track progress and inform grants and board reports.

Community & Engagement

• Lead or assist with life skills workshops, community meetings, and volunteer activities that enrich client experiences.
• Serve as a positive ambassador of Operation HOPE—North County's mission, modeling values of compassion, accountability, and hope in daily interactions.

Required Skills And Abilities

• Education & Experience: Bachelor's degree in Psychology, Sociology, Social Work, or a related field—or equivalent experience. At least 3 years in shelter or residential program management with knowledge of trauma, domestic violence, or substance abuse issues.
• Skills: Strong critical thinking, decision-making, and problem-solving abilities; exceptional communication and cultural competence; skilled at balancing administrative oversight with compassionate leadership.
• Technical: Proficiency with Microsoft Office Suite and experience with case management databases (Apricot/Bonterra preferred).
• Certifications: CPR/First Aid required.

Work Environment

• Indoor office setting
• Frequent use of office equipment including computer, keyboard, and mouse
• Moderate noise levels
• Must have flexible availability, weekends and evenings, as needed
• Must be available for On-Call Scheduling - one week, per month