Residential Operations Manager

Description :

This position is located in Evanston, Illinois.

The Residential Operations Manager is part of the domestic violence department leadership team and plays a key role in developing operational systems and processes that support a well-run, supportive, and compassionate residential environment for survivors of domestic violence and their children.

The position is responsible for developing, implementing, and maintaining high operational standards and strategies that align with department goals, ensuring regulatory and licensing compliance, managing daily operations of all community-building residential programs, developing and implementing a robust shelter-based volunteer engagement program that supports shelter operations, and assisting in the creation of departmental policies, priorities, and procedures.

The manager is a motivated self-starter who embraces the opportunity to build innovative, best-practice programming, acts as a catalyst for change, and influences others to translate vision into action.

The position contributes to the comprehensive array of support provided by YWCA Evanston / North Shore with a deep commitment to creating a warm, welcoming, and trauma-informed space for all.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Shelter Management (35%)

• In collaboration with program leadership and input from the Residential Services Manager, develops long-term and annual plans that identify growth goals and outcomes that ensure continuous quality improvement in residential operations and client experience.
• Maintains a high-quality living and working environment through the development, implementation, monitoring, and documentation of facility inspection policies and processes that ensure regulatory compliance, including but not limited to regularly viewing common spaces and participant rooms to ensure basic standards of safety, hygiene, and timely reporting of preventative work orders.
• Oversees all aspects of shelter kitchen and food program, including but not limited to ensuring compliance with all food handling, sanitation, and inspection requirements, managing inventory of all cooking equipment, managing purchasing and delivery of food / program supplies, timely submission of food-related reports, and development of systems to ensure efficient food program operations.
• Develops, implements, and monitors efficient and timely processes for sorting and organizing all in-kind donations and ensures all storage spaces are efficiently organized and secured to facilitate the timely distribution of supplies to residents.

Communicates regularly with the development team the in-kind items of highest need.

• Administers evaluation processes to facilitate resident input on operations issues that result in residents feeling valued, considered, and cared for as members of the shelter community.
• In collaboration with the YWCA Operations Director, develops knowledge and mastery of residential security systems to ensure proper functioning, training staff as needed to manage the system, and reviewing incident footage in an expeditious manner and reporting according to protocol.
• Develops and implements key inventory systems to ensure proper distribution of keys / fobs, accurate programming of devices by staff, documented distribution of keys / fobs, and collecting and de-activating keys / fobs in a timely manner.
• Works closely with YWCA Operations Director to ensure the development and implementation of a preventative maintenance plan and ensures all shelter staff are trained on the submission of work orders and offers the YWCA Operations Director timely feedback on custodial issues or concerns.
• Develops and implements a plan to properly manage shelter furniture inventory, including but not limited to swapping out room furniture as needed for appropriate sleeping configurations, submitting work orders for repair, notifying the Program Director when furniture needs replacement, and working with the YWCA Operations Director to order proper replacements per the approved list of items and vendors.
• Initiates the annual review and updating of the resident handbook and all policies and protocols in collaboration with department leadership.
• As needed, attend case review meetings to share information for problem-solving with the domestic violence services team.
• In times of staffing shortages, assist the Residential Services Manager with staffing the 24-hour crisis line and shelter, including calling and reaching out to staff to find coverage when needed.
• Ensures proper use, storage, safekeeping, and maintenance of all shelter equipment used by residents, including but not limited to computers, gaming consoles, and play equipment or supplies.

Long-Term Housing Management (35%)

• Primary liaison with the Housing Authority of Cook County (HACC) and property management company to ensure effective relationships that support timely completion of all required tasks resulting in the maintenance of full occupancy for 16 units of permanent supportive housing funded by project-based vouchers.
• Works in collaboration with property management company and domestic violence staff, as needed, to support the tenant leasing cycle from managing the wait list in a timely manner, contacting and interviewing eligible clients, certifying eligibility, briefing eligible applicants on lease and program requirements, regulations, and responsibilities;

assisting tenants in assembling paperwork, and managing the lease signing process with the property management company and HACC.

• Ensure the implementation of a thoughtful and compassionate entry to residential living, including but not limited to arranging for the laundering of all clothing and linens prior to entry, a tour of the facility, assignment of keys and key fobs, and completion of timely intake protocols resulting in residents who are fully knowledgeable of all rules and expectations and have signed all consent forms and handbooks,
• In collaboration with property management company, implements a process to track resident payments with attention towards unpaid balances, timely follow up with residents on payment plans and assistance with finding financial resources if needed, or assistance in recertification through HACC as deemed necessary.
• Manages a preventative maintenance plan that focuses on common and private living spaces, which includes but is not limited to conducting monthly apartment inspections, regular common space walk-throughs, and proper documentation and reporting as needed;
• encouraging tenants to submit work orders through the property management system, and regularly following up with property management on maintenance and custodial issues as needed;

and manages inventory of agency-owned furniture and supplies ensuring timely repairs, replacement, and inventory management.

• Actively manage any facility / lease concerns / violations in concert with related tenant(s), the property management company, and HACC
• Organizes and leads monthly meetings with the domestic violence services team to proactively review all operations issues.
• Collaborates with YWCA Operations Director in supporting on-site technology, including but not limited to Wi-Fi, cable issues, security, key fobs, and other related needs.
• Manages the annual lease renewal process consisting of tracking rent and lease violations across the year and reviewing data in consultation with the domestic violence services team to determine lease renewal, transition to monthly leases, or lease termination.
• Leads tenant move-in and move-out process including but not limited to ensuring the repair of units after move-out, ensuring units are ready for move-in, including HACC inspection and coordinating with property management around cleaning and painting;

ensuring the laundering of all clothing and linens prior to move in, and meeting tenants at the building upon entry to provide welcome baskets.

• Provides ongoing support to Bridges program residents regarding tenant needs such as rental assistance resources, energy assistance, and provides bi-annual check-in to assess progress and readiness for tenant-based voucher and lease renewal.
• Initiates the annual review and updating of the tenant handbook and all policies and protocols in collaboration with department leadership.
• Oversees annual HACC recertification process for tenants and assists tenants in housing relocation as they exit the program.
• Monitors HACC payments and, in conjunction with the finance team, initiates a request each year to HACC for increased rental rates.
• Collaborates with property management company to ensure maintenance of state-issued tax credit through timely communication with and reporting to approving body, property management company, and finance team.
• Manages parking spaces for Bridges residents.

Continuous Quality Improvement (5%)

Assists in the development and implementation of program evaluation processes soliciting client feedback and regularly reporting data to staff for review and program improvement discussions;

attends quality improvement meetings to report on planning and outcomes of residential operations.

• Manages the timely completion and submission of all reporting and record keeping and implements an ongoing online file audit process to ensure compliance with internal quality assurance and funder guidelines.
• Reviews and monitors ongoing operational policies & procedures and ensures alignment with best practices.
• Communicates and trains the domestic violence team on operational procedures to ensure consistent and quality operations in residential settings.
• Regularly collaborates with the Residential Services Manager to ensure the needs of residents are being met and seeks out ways to improve resident experience with operations.

Volunteer Management and Supervision (20%)

• Works in collaboration with the Domestic Violence Director and the Special Events & Volunteer Manager to create and implement long-term and annual plans to build a robust volunteer engagement program that supports staff, creates meaningful opportunities for individual and group volunteers for operations-based projects in residential programming.
• Develops, motivates, and maintains a highly functioning volunteer team that demonstrates positive morale and adheres to high standards of service delivery.
• Ensures adequate screening, selection, training, scheduling, and management of all operations-based volunteers, including the timely completion of all paperwork, documentation, and reporting.
• Identify opportunities to engage community partners in delivering free or fee-based programming in the shelter to enhance the resident experience.
• Manages volunteer projects and activities, including the shelter vegetable garden.
• Ensures timely, thorough, and effective organizational communication so volunteers feel informed and aware of organizational policies, practices, and procedures, and growth.

Effectively advocates for volunteers by regularly soliciting input and representing needs and interests to department leadership.

• Ensures all volunteers understand and adhere to organization policies and procedures.
• Coordinates group volunteer events as requested.
• In collaboration with the Special Events and Volunteer Manager, creates regular volunteer recognition events.

ADDITIONAL DUTIES (5%)

• Provides emergency back-up staffing on the 24-Hour Crisis Line and shelter as needed.
• Assists in developing the annual budget.
• Attends staff training and participates in agency committees.
• Pursues professional development.
• Understands and adheres to all YWCA Evanston / North Shore procedures and policies as well as YWCA Employee Handbook.
• Performs other duties as assigned by management.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Requirements :

MINIMUM QUALIFICATIONS

Education : High School Diploma or equivalent

Experience and / or Training :

• At least 3 years of experience working in a residential facility with increasing levels of responsibility.
• Experience working with survivors of trauma.
• Experience producing written materials that meet professional standards and are accessible to a diverse audience.
• Experience developing and implementing systems or processes that increase program efficiency and quality.
• Experience communicating with a wide audience of stakeholders including donors, organizational partners, corporate partners, residents, and other stakeholders.

Licenses / Certificates :

• Successful completion of the Illinois 40-Hour Domestic Violence Training Certificate within 3 months of employment
• Acquisition of the Certified Domestic Violence Professional credential within 12 months of employment
• First Aid / CPR within 6 months of employment
• Valid driver's license and proof auto insurance
• ServSafe Food Protection Managers Certification within 3 months of employment

Technology / Equipment :

• Intermediate proficiency in the Microsoft Office Suite
• Access to reliable, personal auto for business use

PREFERRED QUALIFICATIONS

Education : Bachelor's degree in social work, psychology, human services, or nonprofit administration

Experience and / or Training :

• Experience managing a residential facility serving trauma survivors with successful compliance with all regulations and inspection requirements.
• Experience with voucher-based housing requirements and systems.
• Experience developing and implementing volunteer engagement programs.
• Experience writing handbooks and related documentation.
• Experience supervising staff or volunteers.

Licenses / Certificates :

• Illinois 40-Hour Domestic Violence Training Certificate
• Certified Domestic Violence Professional certification
• ServSafe Food Protection Managers Certification

Technology / Equipment :

Intermediate proficiency with online case management systems

PHYSICAL AND MENTAL DEMANDS

Intermittent (less than 15%), Occasional (15-45%), Frequent (50-75%), and Continuous (over 75%)

• Occasional nights and / or weekends required for events or meetings
• Frequent local and intermittent statewide travel required
• Tolerance of prolonged and continuous stationary periods at a desk / computer
• Occasionally required to push, pull, lift and / or move up to 10 pounds
• Must be able to move about the facility
• Must be able to operate controls for computers and other equipment

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

WORKING ENVIRONMENT

• Employee may be required to share office space
• Employee may be required to work from home
• Employee will frequently have meetings or work in other buildings

The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Note : YWCA is committed to pay range transparency. Candidates are offered compensation based on how their qualifications meet those of the position.

PM22

Compensation details : 50791-62077 Yearly Salary

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