Operations Unit Manager for Emergency Shelter Services - Southampton Street Shelter - BPHC

Job Type

Full Time




1010 Mass Ave 6th floor
United States


To apply online please go to http://www.bphc.org/careers and search for requisition number: 803.

Operations Unit Manager for Emergency Shelter Services - Southampton Street Shelter -

Homeless Services

Homeless Services


112 Southampton-LOC15

Posting Date

Oct 22, 2018

Requisition Number


Number of Openings


Job Description

The Boston Public Health Commission (BPHC) provides emergency shelter, housing supports, and employment assistance to individuals experiencing

homelessness. Through its 112 Southampton Street Shelter, BPHC provides short-term, emergency shelter to men 18 years and older. One of New

England's largest men's shelter, the Southampton Street Shelter runs 24 hours a day, 365 days a year, serving approximately 480 men every night and

close to 3600 men a year. The shelter provides men with a bed, linens, showers, three meals a day, case managers, and a number of community and

housing resources to move beyond shelter to stable housing. The men served at the Southampton Street Shelter experience a myriad of factors that

influence their health and wellbeing.

The Operations Manager oversees the operations and logistics of the Southampton Street Shelter, with a specific focus on the 3pm to 11pm and 11pm to

7am shifts. The Operations Manager reports to the Director of Emergency Shelter Services and works in close collaboration with the Operations Manager

overseeing the 7am to 3pm shift. Through the Operations Manager, BPHC is seeking to strengthen its emergency shelter services through increased

coordination, trauma-informed care, and evidence-based policies. The operations to continually provide shelter to this clientele are complex and timesensitive.

The environment is fast-paced, with multiple competing demands. The ideal candidate is a team player, a strong manager, good at building

rapport with guests and staff, coordinating logistics, and implementing policies and procedures.


The person filling this position is expected, under general direction, to ensure the smooth day-to-day running, coordination and supervision of emergency

shelter operations on the 3pm-11pm and 11pm-7am shifts. Specific duties include:

Oversees daily shift operations. Provides supervision to assigned staff including hiring, scheduling, training, disciplining and evaluating all areas of

work performance. Ensures accurate weekly submittal and approval of payroll.

Collaborates with Emergency Shelter Services leadership team in developing and implementing policies, procedures, systems, and interagency and

community networks to provide trauma-informed emergency shelter to individuals experiencing homelessness.

Serves as a member of BPHC's Homeless Services Bureau leadership team, collaborating across departments to improve the Bureau's effectiveness

in serving individuals experiencing homelessness and to develop policies and procedures that help individuals move out of shelter and into housing.

Ensures the needs of the shelter's most vulnerable population are met. Responsible for creating a positive, supportive and compassionate culture and

environment for clients, staff, client workers and partners. Promotes the Trauma Informed Care framework while working with guests.

Responsible for the safety and security of the facility.

Plans and facilitates monthly town hall meetings for guests; follows up and addresses issues raised at meetings.

Liaises with various BPHC departments, including Property Management, Public Safety Department and Operations Department.

Submits, tracks, and ensures that facility work orders are submitted to BPHC property management department and receive an appropriate and timely


Collaborates with Director, Associate Bureau Director, Human Resources and Labor Relations in the enforcement of workplace rules and

expectations and in the application of progressive disciplinary measures.

Meets with guests as needed to resolve concerns or complaints. May serve as Guest Advocate and Grievance Officer.

Responsible to ensure that Crisis Prevention Intervention Principles are being consistently followed. Provides training of appropriate crisis intervention

strategies to operations staff.

Oversees transportation of shelter guests during emergencies or overflow.

Assists with overseeing janitorial maintenance, facility maintenance, food service, linen distribution and linen collection. Oversees the ordering of

general shelter supplies.

Participates in assigned Homeless Services Bureau committees.

Participates in and facilitates staff meetings as needed.

Works in a confidential capacity with the Director. Meets regularly with Director regarding all aspects of shelter operations, including but not limited to

matters pertaining to operations staff and other confidential matters.

Operates independently. Uses independent judgment and discretion to make decisions affecting the program and staff as it relates to program

operations/services and BPHC policy.

Compiles records, statistics, and other reports as directed.

Other duties as assigned.

Minimum Qualifications

Master's degree preferred. BA/BS with a minimum one (1) year supervisory and two (2) years human services experience OR college level course

work equivalent to an associate's degree with a minimum two (2) year supervisory and three (3) years human services experience.

Previous experience working with homeless, diverse ethnic, racial or low-income populations with an understanding of incarceration, mental health,

substance use disorders, and recovery issues.

Excellent organizational, communication and program development skills.

Strong written communication and documentation skills

Computer proficiency in Microsoft Office products including Excel and Outlook. Familiarity with ETO preferred.

Ability to learn and utilize an online data-base.

Requires knowledge and belief in "Housing First" philosophy and strategies.

Strong commitment to using Harm Reduction, Motivational Interviewing and Trauma-Informed Care to promote positive outcomes for shelter guests

Demonstrated experience in implementing and managing policies, procedures, and systems.

Valid Massachusetts Driver's License

Additional Information

City of Boston Residency Required, A Criminal Offenders Records Information request must be completed for this position. However, a record is not an

automatic bar to employment but is reviewed in relation to the job applied for., This position requires direct client/patient contact and as a result of such

direct contact, certain immunizations will be recommended and/or required prior to commencement of employment duties., Any position that requires an

advanced degree will be subject to education verification, The Boston Public Health Commission is an EEO Employer and all applicants meeting the

minimum requirements are eligible to apply

Union Status




Pay Range

$56,000 to $61,000


35 hours a week, Tu-Sa 1pm-9pm; occasional requirements to work early and/or later

Professional Level

None specified

Minimum Education Required

No requirement