Assistant Site Manager, Emergency Shelters - Onsite Lowell, MA

Why This Role is Important to Us :

Experience, qualification, and soft skills, have you got everything required to succeed in this opportunity Find out 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, whose primary language is Haitian Creole.

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

The Assistant Site Manager, Family Emergency Shelters, supports the daily operations of a shelter operating at a hotel location with coordination of scheduling, transportation coordination, the prioritization and direction of tasks for case management, housing, employment navigation, and nursing.

The role assists in managing conflict resolution with residents and staff and escalates matters to other stakeholders and leadership as necessary.

The Assistant Site Manager promotes excellent customer service, develops a well-functioning team culture, participates in orientation, training, and mentorship, and maintains positive working relationships with vendors, staff, and community partners.

Supervision Exercised :

None

What You'll Be Doing :

• Ensure a safe, clean, well-maintained, and furnished facility 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.
• Provide high level customer service to families, staff, vendors, and community partners.
• 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).
• 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.

• Maintain strong vendor and community partner relationships, eg in partnering with municipalities, schools, daycares, ESOL and immigration law partners.
• Orient, train, and mentor new staff.
• 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.

Collaborate on performance improvement initiatives.

Working Conditions :

• The position is based at a family emergency shelter and will involve some travel to other sites across Massachusetts.
• Will include moving of supplies and equipment at and between sites.

What We're Looking For :

Education Required :

High School Diploma

Education Desired :

Associates Degree

Experience Desired :

• Experience working in family shelters.
• Experience working with individuals that have recently immigrated to the US, particularly from Haiti.

Knowledge, Skills & Abilities Required :

• Experience in shelter setting, health care operations or other relevant experience.
• Advanced skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint or Access and other web-based applications.
• Competencies : Decision Making : 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 organization.

• Problem Solving : Ability to address problems that are broad, complex and abstract, often involving site issues and requiring substantial creativity, resourcefulness, staff engagement, Lean diagnostic techniques, negotiation and diplomacy to develop solutions.
• Independence of Action : Ability to set direction and vision for major departments or multiple departments. Establishes priorities, develops policies and allocates resources.
• Written Communications : Ability to communicate complex information in English effectively in writing to all levels of staff, management and external customers across functional areas.
• Oral Communications : Ability to verbally communicate complex concepts in English and address sensitive situations, resolve conflicts, negotiate, motivate and persuade others.

Language(s) Required :

English

Language(s) Desired :

Bilingual (Haitian Creole or Spanish)

Other Required :

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

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