Emergency Services Manager

The Emergency Services Manager leads Rising Hope's services for guests experiencing homelessness and other urgent crises. The Manager is responsible for staff supervision, program quality, contract compliance, data integrity, volunteer coordination within emergency-service programs, and partnerships that help guests connect with shelter, housing, benefits, health care, and other supports.

Position Reports to Director of Operations.

Core Expectations

The Emergency Services Manager is expected to model and uphold the values and mission of Rising Hope Mission Church in all interactions with guests, volunteers, staff, and community partners.

• Maintain a culture that exemplifies Rising Hope's core tenets of creating a loving and inclusive environment for all persons.
• Exemplify the standards necessary to lead within a faith community environment.
• Demonstrate compassion, dignity, and respect in every interaction.
• Foster an environment where all individuals feel welcome, safe, and valued.
• Collaborate effectively with staff, volunteers, and community partners.
• Represent Rising Hope professionally within the church and the broader community.

Key Responsibilities

Program Leadership and Supervision

• Manage emergency-service staff and oversee volunteers serving within those program areas.
• Set clear expectations, provide regular supervision and coaching, address performance concerns, and support staff development.
• Coordinate/Oversee emergency-service schedules and coverage, including nights, weekends, and seasonal operations when required.
• Establish consistent service practices that protect guest dignity, promote safety, and align with Rising Hope's mission and policies.
• Identify operational needs, service gaps, and improvement priorities and communicate them to the Director of Operations.

Guest Services and Care Coordination

• Oversee intake, assessment, prioritization, and service-navigation practices for guests seeking emergency assistance.
• Ensure guests receive appropriate internal support, referrals, warm handoffs, and follow-up based on presenting needs.
• Conduct or oversee Prioritization Pool packets, STARS assessments, and other required coordinated-entry processes when applicable.
• Guide staff responses to complex guest situations, crises, safety concerns, and exceptions to routine procedures.
• Review service patterns to identify recurring barriers and opportunities to strengthen Rising Hope's touch points of care.

Hypothermia Prevention Program

• Oversee the full Hypothermia Prevention Program in alignment with current contracts, policies, budgets, and operating requirements.
• Oversee staffing, volunteer support, supplies, safety practices, guest records, transportation procedures, and partner communication for seasonal shelter operations.
• Ensure required night-by-night, incident, program, and Point-in-Time Count information is complete and submitted on time.
• Address capacity, placement, transportation, and other operational challenges in coordination with the Director of Operations and partner agencies.

Data Quality and Compliance

• Oversee data quality and reporting for emergency-service grants, contracts, and program activities.
• Maintain super-user knowledge and access, as authorized, for HMIS, FBM, Civic Champs, and other applicable platforms.
• Ensure required intakes, releases, progress notes, assessments, and service records are complete, accurate, timely, and compliant.
• Conduct routine data-quality reviews, correct errors, coach staff on documentation standards, and prepare required reports.
• Protect guest confidentiality and ensure staff follow applicable data-sharing and records-management requirements.

Partnerships and Resource Management

• Cultivate and manage partnerships that support effective referrals for shelter, housing, employment, SNAP, SSI, identification, mental health, addiction services, and other guest needs.
• Represent Rising Hope in relevant community meetings and maintain responsive communication with service partners.
• Manage assigned program budgets, monitor spending, and communicate anticipated variances or resource needs.
• Support grant applications, contract monitoring, program evaluation, and other organizational planning as assigned.

Key Performance Indicators

Program Quality and Guest Experience

• Emergency-service programs consistently provide safe, respectful, organized, and guest-centered care.
• Intake, assessment, referral, and follow-up practices are applied consistently across staff and programs.
• Complex concerns, incidents, and service barriers receive timely management review and appropriate action.

Staff and Volunteer Leadership

• Emergency-service roles have clear expectations, dependable coverage, and regular supervision.
• Staff and volunteers receive the training and support needed to perform assigned duties safely and consistently.
• Performance, conduct, or coverage concerns are documented and addressed in a timely manner.

Hypothermia Program Performance

• The Hypothermia Prevention Program operates in accordance with contracts, approved procedures, staffing plans, and safety requirements.
• Night-by-night, incident, fiscal, and Point-in-Time Count reporting is accurate and submitted by required deadlines.
• Capacity and transportation challenges are communicated promptly and managed through established contingency procedures.

Data Quality and Compliance

• HMIS, FBM, Civic Champs, and related records are complete, accurate, timely, and ready for required reporting or review.
• Routine data-quality checks identify and resolve missing, inconsistent, or late documentation.
• Grant and contract deliverables are tracked and completed within required timeframes.

Partnerships and Service Connections

• Rising Hope maintains active, responsive relationships with priority shelter, housing, benefits, health, and behavioral-health partners.
• Staff have current referral information and use appropriate warm-handoff practices.
• Recurring gaps in the service network are identified, documented, and raised for operational or community response.

Budget and Organizational Accountability

• Assigned program spending remains within approved budgets unless variances are identified and authorized.
• Program needs, risks, outcomes, and resource constraints are communicated clearly to the Director of Operations.
• Emergency-service activities support organizational priorities and demonstrate responsible stewardship of funds and supplies.

Skills and Qualifications

Required

• At least two years of professional experience in a related health, human-services, or social-services field.
• Demonstrated ability to supervise staff, coordinate volunteers, and manage programs or projects.
• Strong communication, interpersonal, organizational, and problem-solving skills.
• Ability to define problems, collect and analyze relevant information, establish facts, and make sound decisions.
• Ability to manage budgets, monitor expenses, and support accurate program reporting.
• Proficiency with Microsoft Word, Excel, Outlook, PowerPoint, Adobe Acrobat, and shared digital workspaces.
• Ability to learn and administer HMIS, FBM, Civic Champs, and other required platforms.
• Knowledge of community resources and the dynamics of homelessness, poverty, mental health, substance use, and trauma.
• Ability to work both independently and collaboratively with people from diverse backgrounds and cultures.

Preferred

• Bachelor's degree in health, human services, social services, nonprofit management, or a related field, or equivalent education and experience.
• Experience overseeing emergency shelter, street outreach, drop-in, coordinated-entry, or other homelessness-response programs.
• Experience managing government contracts, grants, compliance requirements, or funder reporting.
• Working knowledge of Fairfax County homelessness-response resources and partnerships.

Some nights and weekends are required.

To apply for this position, please send a resume and cover letter to info@risinghopeumc.org.

Health insurance as directed by the personnel policy

• Paid vacation and sick leave as directed by the personnel policy
• Access to Personal Investment Plan Match