Shelter Manager -Iris Kirby House

Nature of the position

Reporting to the Executive Director of Iris Kirby House Inc, the Shelter Manager position is responsible for overseeing the daily operations and supervision of staff at Iris Kirby House (IKH) and is responsible for setting and achieving the high standards of a professional environment. The role is responsible for providing leadership to staff, implementing and ensuring adherence to Board Policies, and working as part of a team in all aspects of the organization's human resources. The incumbent for this position must utilize strong feminist and ethical values and ensure that the vision and core values of the organization are adhered to and that all work is in line with the strategic plan. The Shelter Manager will ensure a safe and secure work environment, and is responsible for communicating job expectations, planning, monitoring and appraising job results.

The Shelter Manager is responsible for overseeing the delivery of client services at Iris Kirby House, with a primary focus on leadership, quality assurance, and program development.

Key responsibilities include:

Providing coaching, performance management, and support to all staff at IKH.

Implementing quality control measures and monitoring Key Performance Indicators (KPIs) to ensure service effectiveness.

Collecting, analyzing, and submitting data and reports to support internal service and program development, as well as evaluation.

Achieving operational goals through effective staff management, planning, and evaluation of shelter activities.

Regularly review current work models and practices, identifying areas for improvement, and implementing strategies to enhance service delivery and operational efficiency.

Fostering positive and professional relationships with staff, clients, and members of the public.

Promoting and maintaining a respectful, inclusive, and safe working environment.

Contributing to budget planning by providing informed input to ensure adequate staffing and resources for program delivery.

Overseeing client services by coordinating available resources to meet diverse client needs.

Ensuring the protection and confidentiality of client records and shelter assets.

Maintaining a thorough understanding of the collective agreement and its application to unionized shelter staff.

Personal Attributes

Demonstrates honesty, integrity, and trustworthiness in all interactions

Dependable and consistently reliable under pressure

Exceptionally organized with strong time-management skills

Skilled at managing multiple tasks and priorities effectively

Courteous, empathetic, and understanding in client and staff interactions

Provides supportive, non-judgmental care and guidance

Communicates clearly and articulately, both verbally and in writing

Highly observant with strong attention to detail

Adaptable and flexible in dynamic or challenging environments

Committed to maintaining strict confidentiality for both clients and staff

Leadership and Supervision

The Shelter Manager provides day-to-day leadership and supervision to Transition House Counsellors, ensuring effective service delivery and team support. Key responsibilities include:

Serving as a member of the organization's leadership team, actively participating in decision-making processes.

Representing the organization in the community, in partnership with the Executive Director.

Offering consultative support and debriefing to Transition House Counsellors during emergencies or complex situations, both during regular hours and while on call; escalating to the Executive Director as needed.

Reviewing shift change reports, intakes/departures, case management notes and other documentation while providing guidance and direction.

Maintaining consistent and regular communication with Transition House Counsellors at IKH to ensure continuity of care and staff support.

Human Resources

In collaboration with the Executive Team, the Shelter Manager is responsible for a range of human resource functions related to the supervision and support of Transition House Counsellors at Iris Kirby House. These responsibilities include:

Coordinating the orientation and initial training of new Transition House Counsellors

Evaluating staff performance through review of case documentation and shift change reports

Monitoring the ongoing quality of work and identifying training needs for consideration by the Executive Director

Interpreting and applying the collective agreement in the supervision of unionized employees

Working with the Executive Director and Human Resource Manager to address disciplinary matters, including identification, investigation, and implementation when necessary

Developing and managing staff schedules to ensure 24/7 coverage; assessing coverage needs and contacting Relief Counsellors as required

Managing all leave requests and ensuring the accuracy of submitted timesheets for Transition House Counsellors

Maintaining up-to-date and accurate leave records, reviewed and verified on a bi-weekly basis

Developing and managing staff schedules to ensure 24/7 coverage; assessing coverage needs and contacting Relief Counsellors as required

Documenting and addressing scheduling anomalies, attendance issues, and leave usage concerns

Meeting payroll deadlines by submitting accurate bi-weekly timesheet data to the Financial Manager

Posting the bi-weekly seniority list for Relief Transition House Counsellors and the annual seniority list for permanent staff, in accordance with the Collective Agreement

Assisting with compiling and transferring documents related to personnel files

Workplace Culture and Well-being

Foster a positive, respectful, and psychologically safe work environment for all staff.

Ensure all employees are treated fairly, equitably, and with consistent support.

Promote awareness of and adherence to the organization's Respectful Workplace Policy.

Model and uphold the principles of the Canadian Standard on Psychological Health and Safety in the Workplace, contributing to overall staff well-being and resilience.

Administration

Coordinate the collection and reporting of statistical data, ensuring timely submission of monthly reports to the Executive Director.

Oversee accurate and efficient record-keeping, including documentation related to resident files, distress calls, follow-up calls (ex-resident and non-resident), shift change reports, and other required records; ensure all shelter records are properly maintained and secured.

Develop and maintain standardized forms and documentation tools to support consistent service delivery and data collection.

Ensure all Transition House Counsellors are trained in and consistently use approved data collection tools in accordance with organizational standards.

Proactively identify potential funding opportunities to support and enhance shelter programs and services.

Participate in meetings with the Iris Kirby House Board of Directors, as requested, to provide information and updates related to shelter operations and organizational functioning.

Supporting Staff in Direct Client Services

Supporting staff in all duties performed by Transition House Counsellors including crisis intervention; de-briefing, providing non-judgmental support to residents; dealing with intakes/admissions; providing advocacy/referral services; responding to distress, ex-residents, and various other kinds of telephone calls.

Supporting staff in acting as an advocate for residents in their dealings with community agencies.

Responding to alarms at Second Stage housing units with support of staff.

Supporting staff in resolving conflicts that may arise as a result of the shelter's cooperative living environment.

Oversight of Shelter Facilities

Ensuring safety checks and fire drills are conducted and monitoring overall safety practices on a day-to-day basis.

Notifying the property maintenance staff of any need for repairs or maintenance ensuring the Executive Director is informed of any significant matters.

Outreach/External Agencies

Liaising with external agencies that provide services to women and children affected by abuse; where appropriate, participating in joint training initiatives with these agencies.

The above list of duties is not exhaustive and may be subject to change. The Shelter Manager may be required to perform additional duties other than those indicated above.

Manager Qualifications / Skills

A Master's degree in a relevant field, with 5 to 7 years of related experience; an equivalent combination of education and experience will be considered.

Proven supervisory and progressive management experience, preferably within a unionized environment.

Strong conflict resolution, problem-solving, and team-building skills.

Demonstrated ability to manage, coach, and support a diverse team effectively.

Working knowledge of applicable provincial legislation, regulations, and policies related to Child, Youth and Family Services, Newfoundland and Labrador Housing Corporation, and services for victims of abuse.

Solid understanding of the psychological impacts of abuse and trauma.

Experience working in a shelter environment or similar setting supporting women and children affected by violence.

Proficiency in crisis intervention techniques and approaches.

Demonstrated leadership and team development capabilities.

Strong interpersonal skills with the ability to foster positive relationships with staff, clients, community partners, and the general public.

Proficiency in a wide range of computer software and data management tools.

Proven ability to build and sustain a positive, inclusive, and collaborative team environment.

Self-motivated with the ability to work independently and manage time effectively.

Excellent written and verbal communication skills.

Strong analytical and critical thinking abilities.

Training in Nonviolent Crisis Intervention and Trauma-Informed Care considered assets.

Valid Newfoundland and Labrador driver's licence.

Knowledge of HIFIS (Homeless Individuals and Families Information System) considered an asset.

Salary & Conditions of Work

This job takes place in both a working shelter and an office environment. It involves computer use, sitting for lengthy periods. The Shelter Manager is also required to deal with emotionally distressed individuals and volatile situations. While the regular hours of work will be 40 hours per week, there will be times when shift work or time beyond regular working hours is required. The Shelter Manager may be expected to be on call.

Travel between the St. John's and Carbonear transition homes may be required, as well as possible travel to secondary housing sites. Work demands may require working outside of Monday to Friday business hours.

This is a full-time, non-bargaining unit position with remuneration of $75 000 - $80 000 annually. Benefits include annual leave, sick leave, pension contribution and access to employer cost-shared health care plan.

The Board retains the right to change the nature of the above duties, or to assign additional duties to the Shelter Manager and retains the right to reassign one or more of the duties listed above to another employee, contractor, or Board member.