Emergency Housing Program Supervisor

The Emergency Housing Supervisor is responsible for the daily operations, supervision, and coordination of two emergency housing sites. This position provides direct oversight to shelter staff, ensures a safe and supportive environment for residents, and maintains smooth day-to-day operations of both facilities. The Supervisor plays a critical role in crisis intervention, de-escalation, staff leadership, resident support, and ensure services are delivered effectively and in alignment with agency policies and procedures.

Essential Duties and Responsibilities

Program & Site Operations

• Oversee the daily operations of two emergency housing sites to ensure safe, efficient, and client-centered services.
• Ensure sites remain compliant with agency standards, health and safety regulations, and funding requirements.
• Coordinate site coverage and assist with scheduling to maintain adequate staffing levels.
• Monitor facility needs and coordinate maintenance concerns with appropriate department.
• Order and maintain inventory of program supplies, household items, food, hygiene products, and other operational necessities.
• Develop and coordinate site meal planning and menus in accordance with program guidelines and resident needs.
• Assist in implementing and maintaining shelter procedures, routines, and best practices.

Staff Supervision & Leadership

• Provide supervision, guidance, coaching, and support to emergency housing staff across both sites.
• Conduct regular staff meetings and provide ongoing training related to shelter operations, crisis intervention, trauma-informed care, and safety practices.
• Support employee accountability by addressing performance concerns and documenting issues as needed.
• Foster a collaborative, respectful, and team-oriented work environment.

Resident Support & Crisis Management

• Respond to resident concerns, conflicts, and crisis situations in a timely and professional manner.
• Utilize trauma-informed approaches and de-escalation techniques to manage challenging situations and maintain a safe environment.
• Support staff in handling behavioral concerns, emergencies, and resident disputes.
• Ensure appropriate documentation of incidents, accidents, and critical events.
• Promote an environment that upholds dignity, respect, and empowerment for all residents.

Administrative Responsibilities

• Complete reports, documentation, and program records accurately and within required timelines.
• Monitor program data and operational trends to support effective service delivery.
• Participate in agency meetings, trainings, and community collaborations as assigned.
• Support implementation of agency initiatives and continuous quality improvement efforts.

Qualifications

• Associate’s degree in human services, Social Work, Psychology, Criminal Justice, or related field required, Equivalent experience may be considered.
• Minimum of 3 years of supervisory or leadership experience in emergency housing, shelter services, residential programs, or related human services setting.
• Experience working with vulnerable populations, including individuals and families experiencing homelessness.
• Strong crisis intervention and de-escalation skills required.
• Ability to manage multiple priorities and oversee operations across two locations.
• Excellent organizational, communication, and interpersonal skills.
• Proficiency in Microsoft Office and electronic documentation systems.
• Valid driver’s license and reliable transportation required.

Knowledge, Skills, and Abilities

• Knowledge of trauma-informed care and person-centered practices.
• Ability to lead staff and maintain professionalism in high-stress situations.
• Strong problem-solving and conflict resolution abilities.
• Ability to maintain confidentiality and professional boundaries.
• Commitment to diversity, equity, inclusion, and the mission of the organization.

Working Conditions

• Work is performed in emergency housing environments with frequent interaction with residents, staff, and community partners.
• Position requires evening, weekend, or on-call availability.
• Ability to respond effectively during emergencies and crisis situations.

Why Work With Us

At YWCA Rochester & Monroe County, we are driven by our mission to eliminate racism, empower women, and promote peace, justice, freedom, and dignity for all. When you join our team, you become part of a community committed to meaningful change—both within our organization and across the communities we serve.

We are equally committed to supporting the well-being of our employees, recognizing that caring for our team enables us to better serve others.

Our benefits reflect that commitment:

• Comprehensive Health Coverage – Medical, dental, and vision plans to support your physical and emotional well-being
• Generous Paid Time Off – Time to rest, recharge, and care for yourself and your loved ones
• Company-Paid Life Insurance – Providing added security and peace of mind
• Retirement Security – A strong pension plan along with a 401(k) to help you build long-term financial stability
• A Culture of Belonging and Purpose – Work in an inclusive, mission-driven environment where your voice is valued and your contributions make a difference

At YWCA, we believe in investing in our people as much as our programs. If you are passionate about advancing equity and making a lasting impact in your community, we invite you to join us.

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