Support Services Manager

About YWCA South Hampton Roads
YWCA South Hampton Roads (YWCA SHR) is the oldest and largest multicultural women’s organization in the world. YWCA SHR is dedicated to the fullness of its mission to eliminate racism, empower women and promote peace, justice, freedom and dignity for all.  

Serving approximately 8,000 individuals each year, YWCA SHR is a source of strength, courage and empowerment for women and families facing crisis. We are a community catalyst for meaningful change and the advocate for shaping vital impact through quality services responding to the critical needs of survivors of sexual violence and domestic violence. YWCA SHR works across racial, gender, religious and social lines with organizations-partners in all sectors to educate about disparities, advocate for change and provide resources and tools to dismantle oppressive systems.  

YWCA SHR is in the midst of a rapid transformation from a well-established direct service provider for women and families facing crisis to an organization working at the intersection of eliminating racism, empowering women and standing up for social justice, helping families and strengthening our community.   

About the Position 

Under general supervision of the Director of Survivor Services, the Support Services Manager is responsible for the overall supervision and management of the YWCA SHR shelter programs and staff.  

ESSENTIAL DUTIES 

The essential functions include, but are not limited to the following:   

Shelter Coordination 

• Supervise shelter staff, including team building, establishing goals/objectives, monitoring of performance, and ongoing evaluations 
• Recruit, interview, train, manage, and evaluate Resident Services Assistant (RSA) staff, volunteers, and interns who are responsible for providing shelter intake, client services, referrals, and client safety plans 
• Determine appropriate staffing requirements for programs and services 
• Provide crisis intervention counseling, advocacy, information, and referrals to shelter clients 
• Establish and monitor client outcomes, complete routine program evaluation, ensure appropriate staffing, and successfully meet program goals 
• Promote the well-being and growth of residents by modeling and encouraging healthy communication, sound decision-making, and upholding shelter policies 
• Respond to crisis situations involving shelter clients, providing conflict resolution communication, and ensuring client safety and wellness 
• Serve as department staff back-up according to the weekly rotation schedule 

Volunteer Management 

• Collaborate with YWCA SHR Volunteer and Outreach Coordinator to train new staff, volunteers and interns on the YWCA SHR Shelter Program as well as dynamics of interpersonal violence 

Finance 

• Oversee shelter grants, compile grant reports, and ensure shelter program data integrity and compliance 
• Manage the approved annual budget and ensures adequate funding is available for new and existing programs, services and operations; identify new funding opportunities 
• Complete YWCA SHR financial paperwork including expense reimbursements, credit card receipts, mileage and other invoices in a timely manner 

Compliance 

• Review policies and procedures annually to ensure they are meeting contract and grant requirements  

Administration 

• Maintain and audit shelter records in accordance with policy and procedures 
• Attend staff meetings and shelter trainings as assigned 
• Provide weekly and/or monthly case management meetings by providing safety planning, crisis intervention, advocacy, information and referrals 
• Performs other duties as assigned 

QUALIFICATIONS  

We will consider exceptional candidates who demonstrate a strong combination of the specific qualifications and skills described below. 

Minimum Requirements 

Education and Experience 

• Bachelor’s degree in social work, criminal justice or related human services field required.   
• One year of supervisory experience or equivalent leadership/management training. 
• Two years of experience working with victims of violence and/or homeless persons required. 
• Previous experience working in a shelter program preferred. 

Other Requirements 

• Must successfully pass a criminal background check 
• Must complete YWCA SHR Onboarding and Advanced Training Program 

Skills and Competencies 

• Demonstrate knowledge of interpersonal violence and a strong commitment to ending violence against women, men, and children. 
• Non-judgmental attitude, sensitive to confidential information. 
• Must be able to work independently, manage multiple priorities and respond to participants in a professional and reassuring manner. 
• Demonstrate ability to act as an advocate on behalf of clients with a working knowledge of legal, medical, and social service systems. 
• Must be able to function as a team with other co-workers. 
• Ability to work well with people of various ethnic, racial, and socio-economic backgrounds. 
• Ability to communicate clearly and effectively both orally and in writing. 
• Must complete the training programs of YWCA SHR. 
• Must have excellent driving record and have a valid driver’s license; certificate of insurance from an insurance carrier licensed in the State of Virginia. 
• Requires willingness to work and travel alone. 
• Travel is required and access to reliable transportation is essential. 

CORE VALUES 

The Support Services Manager is expected to model the YWCA SHR Core Values: 

• Compassion 
• Honesty 
• Integrity 
• Ownership 
• Responsibility 
• Empowerment 

WORKING CONDITIONS: Work is performed in a typical office environment with a high standard of confidentiality. 

SUPERVISORY RESPONSIBILITIES:  This position is responsible for the oversight of all shelter staff, interns, and volunteers.  This includes general coaching and mentoring, annual performance reviews, goal creation and tracking, timesheet review, new staff onboarding and 90 day review and training as necessary. 

PHYSICAL DEMANDS AND WORK ENVIRONMENT:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties and responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.   

• Ability to travel in varying weather conditions. 
• Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public through the use of the telephone and personal contact as normally defined by the ability to see, read, talk, hear, handle or feel objects and controls 
• While performing the duties of this job, the employee is required to:   
• Frequently walk, use hands and fingers, climb a ladder, handle or feel objects, tools or controls and talks or hears 
• Often required to stand and sit; reach with hands and arms; and stoop, kneel, crouch, bend, squat or crawl 
• Ability to lift and carry up to 50 pounds 
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus 
• The noise level in the work environment is moderately loud 
• Physical capability to effectively use and operate various items of office related equipment, such as but not limited to, a personal computer, calculator, copier and fax machine  

COMPENSATION: This position offers a salary between $55,000-$57,000, that is based on experience, and includes a comprehensive benefits package. We actively welcome all candidates from a wide range of backgrounds who have the skills to fulfill this role – regardless of compensation history.   This is a full-time, exempt position. 

START TIMEFRAME: Position will be open until filled. Interested applicants are requested to submit an online application at ywca-shr.org to include cover letter and resume. 

EQUAL EMPLOYMENT OPPORTUNITY (EEO) DISCLOSURE: We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation and any other status protected by applicable local, state or federal law.? 

AMERICANS WITH DISABILITIES ACT (ADA) REQUIREMENTS: YWCA SHR is an Equal Opportunity Employer.  ADA requires YWCA SHR to provide reasonable accommodations to qualified individuals with disabilities.  Prospective and current employees are invited to discuss accommodations. 

SUBSTANCE USE AND WORKPLACE SAFETY POLICY: It is the policy of YWCA South Hampton Roads to maintain a safe and healthy workplace that is free of the effects of alcohol and drug abuse.  Employees, volunteers, and interns of YWCA South Hampton Roads are prohibited from the use, sale, dispensing, distribution, possession, manufacture, or being under the influence of drugs that are illegal under any federal, state or local law.