Sr. Site Manager - Family Emergency Shelters

Why This Role is Important to Us :

Qualifications, skills, and all relevant experience needed for this role can be found in the full description below.

CCA partners with the Commonwealth of Massachusetts to provide supportive temporary emergency shelter to families under the Executive Office of Housing and Livable Communities' Emergency Assistance program.

Our shelter program is part of the Commonwealth's response to a rapidly growing number of unhoused families, including thousands of families migrating from Haiti due to natural disasters and civil unrest.

CCA and our partners provide pathways to housing and jobs as well as linguistically and culturally appropriate case management and nurse triage support, connecting families with services such as insurance, health care, nutrition assistance, schools, daycare, and immigration legal aid.

The Senior Site Manager, Family Emergency Shelters provides management oversight for a number of family shelter sites, providing direct supervision for Site Managers (CCA employees) and for all contracted vendor staff supporting the shelter program.

They are accountable for ensuring families move through the shelters into long-term housing in a timely way, as well as obtain work permits and find jobs, with CCA meeting or exceeding goals.

Supervision Exercised :

Provides supervision for Assistant Site Manager (CCA employee) and contracted vendor staff affiliated with the emergency shelter.

What You'll Be Doing :

Essential Duties & Responsibilities :

• Ensure that CCA manages safe, clean, well-maintained, and furnished facilities for families, meeting all applicable local, state and federal laws and regulations, including but not limited to the Fair Housing Act and Americans with Disabilities Act, and adhering to any additional safety protocols and policies issued by EOHLC.
• Ensure high level program performance, with sites meeting or exceeding goals.
• Orient, train, and mentor new staff.
• Provide high level customer service to families, staff, vendors, and community partners.
• Manage the resolution of escalated incidents, including liaising with key stakeholders such as public safety, hotel staff, vendor staff, and leadership.

Report and address safety concerns timely through chain of command. Support case managers to resolve resident issues, concerns, and grievances.

Follow regulations for mandated reporting of abuse of a child, elder, or person with a disability.

• Manage daily on-site operations such as headcount, transportation, vendor management, check-ins of employees to ensure staff's availability during working hours (coordinate schedules, adequate coverage).
• Provide periodic coverage at CCA's shelter sites when regular Site Managers are out on leave (eg vacation or sick time) or when additional leadership support is needed to support more intensive programming or situations at shelter sites.
• Maintain strong vendor and community partner relationships, eg in partnering with municipalities, schools, daycares, ESOL and immigration law partners.
• Manage site performance by monitoring data input and integrity and productivity reports.
• Prioritize and communicate clear expectations for daily tasks or projects.
• Monitor supply needs and manage procurement of supplies for the site.
• Partner with leadership for sharing of best practices, innovative ideas, or discovery of new resources or partnerships.
• Support overall family shelter program operations as time allows (eg, training, performance improvement efforts, data and operational initiatives).

Working Conditions :

• The position will work at various family emergency shelter sites. May include occasional remote work.
• May include occasional moving of supplies and equipment at and between sites.

What We're Looking For :

Required Education (must have) :

Bachelors

Desired Education (nice to have) :

Graduate

Required Licensing (must have) :

Valid driver's license and reliable access to a vehicle.

Required Experience (must have) :

Minimum 1 year of relevant experience required in shelters, health care or social services environment.

Desired Experience (nice to have) :

• Experience working in CCA family shelters or similar shelters.
• Experience working with individuals that have recently immigrated to the US, particularly from Haiti.
• Experience directly supervising staff.

Required Knowledge, Skills & Abilities (must have) :

• Experience working in a complex and fast paced environment, with demonstrated ability to identify problems and create solutions.
• Proficient skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint or Access and other web-based applications.
• Ability to make decisions with significant, broad implications for the management and operations of a major department or multiple departments.

Participates in decisions on overall strategy and direction of the program.

• Ability to address problems that are broad, complex and abstract, often involving site issues and requiring substantial creativity, resourcefulness, staff engagement, negotiation and diplomacy to develop solutions.
• Requires excellent interpersonal skills in order to communicate and work with staff and external partners of all skill and experience levels.
• Ability to verbally communicate complex concepts in English and address sensitive situations, resolve conflicts, negotiate, motivate and persuade others.
• Must be highly organized and self-directed with a proven ability to work with supervision on departmental and cross-functional projects of a diverse nature.
• Must be able to work collaboratively and create an atmosphere of trust and respect within teams and with external partners.

Required Language (must have) :

English

Desired Knowledge, Skills, Abilities & Language (nice to have) :

• Experience developing and delivering trainings.
• High level of skill with Excel and data analysis and presentation.
• Strong project management and organizational skills.
• Bilingual (Haitian Creole or Spanish).

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