Day Shelter Manager in Boston, Massachusetts at Women's Lunch Place

ABOUT US:

Women’s Lunch Place is a 501(c)3 nonprofit organization that addresses hunger, homelessness, and poverty through innovative and integrated services that promote hope, healing, and opportunity. We work with more than 2,300 women annually, meeting each guest where she is and helping her move toward stability and self-sufficiency through our individualized case management, housing and stabilization, healthcare, day shelter community, and healthy meals programs. At Women’s Lunch Place, Dignity is Everything.

POSITION SUMMARY:

The Day Shelter Manager is the operational and logistical backbone of daily shelter operations, sustaining the staffing, physical, procedural, and environmental stability required for effective service delivery. This role provides day-to-day leadership that strengthens safety, order, and accountability, ensuring a consistent and dignified environment for guests and staff. The Day Shelter Manager leads the Safety & Security Committee, proactively identifying risks, implementing safety protocols, and coordinating cross-departmental responses to maintain a secure, well-run shelter.

This position is responsible for overseeing Direct Care staff and daily Welcome Center volunteers implementing established procedures, maintaining safe and functional spaces, coordinating logistics, and ensuring staff's consistent execution of daily operations.

Reports to: Director of Day Shelter

Exempt Status: Exempt

Position Status: Full Time, 5 days, Tuesday to Saturday schedule

Benefits: 20 vacation days, 10 sick days, 10 paid holidays, 80% health and 100% dental and vision premium contributions, long-term disability, life insurance, up to 5% contribution to employees 403B retirement, Flexible Spending Account

ESSENTIAL DUTIES & RESPONSIBILITIES:

Program Management & Community Leadership

• Foster a warm, welcoming, and inclusive community for all women experiencing homelessness or poverty
• Oversee and develop agenda for monthly Community Meeting and Guest Advisory Council
• Ensure all Direct Care staff and volunteer interactions in the Day Shelter are guest-centered, strength-based, and trauma-informed
• Promote high morale and staff engagement by providing consistent support, coaching, and guidance to staff and volunteers
• Manage staff assignments and schedules in a fair, timely, and equitable manner to support effective service delivery
• Monitor and maintain direct service data, statistical tracking, and organizational systems related to program operations
• Maintain the Direct Care Manual and communicate updates, expectations, and procedural changes to staff
• Support the development and implementation of internal and external programs aligned with the WLP Service Model
• Oversee all “gifting” programs (including holidays, Mother’s Day, and birthdays) and lead celebrations for holidays, birthdays, and special events
• Coordinate and track in-kind donations and oversee the equitable distribution of large donations; Maintain communication with External Relations Coordinator for gift acknowledgement
• Schedule and maintain safe appropriate staffing at all times

Supervision and Staff Development:

• In collaboration with Senior Director of HR and Director of Day Shelter, interview and make hiring recommendations for direct reports
• Train and supervise support shelter staff, non- clinical interns, volunteers, and security
• Provide individual supervision weekly with all direct reports
• Oversee the performance evaluation process for direct reports, providing biannual written feedback and additional feedback as needed
• Assist and support all direct reports in the development and implementation of their work plans including achieving goals and addressing challenges
• Work with Senior Director of HR and Director of Day Shelter to review and coordinate ongoing training and development opportunities to enhance staff skills and identify gaps
• Lead daily huddles to clarify priorities, roles, and expected pressure points for the day
• Maintain clear structure during transitions, busy times, and any planned reset or closure periods
• Coordinate in real time with Meals, Advocacy, and Direct Care so activities run on time and do not conflict

Facilities & Environment

• Responsible for daily readiness of shelter spaces and continuous organization, cleanliness, safety, and functionality
• Oversee prompt response to safety, annual plan or environmental issues (e.g., sanitation, equipment, hazards, lights)
• Oversee facilities operations, coordinate maintenance requests, and manage vendor communications and follow-up
• Ensure guest-facing amenities (e.g., showers, laundry, hygiene supplies, lockers/storage where applicable) are stocked, functioning, and available according to shelter hours

Logistics & Supply Management

• Manage inventory systems, ordering, and documentation of supplies
• Maintain organized storage and work areas
• Anticipate operational needs to prevent shortages or disruptions
• Oversee ordering and organization of guest essentials (toiletries, winter gear, undergarments, menstrual products, basic clothing) in collaboration with program and philanthropy staff
• Coordinate incoming in-kind donations and deliveries related to shelter operations (e.g., supplies, seasonal items), ensuring they are logged, stored, and deployed efficiently

Operational Administration

• Responsible to complete the Direct Care annual plan
• Support completion and tracking of operational records, incidents, and compliance documentation
• Ensure accurate and timely reports of all direct service data to Director of Day Shelter
• Streamline administrative processes

Daily Flow & Staff Support

• Coordinate the daily rhythm of the shelter, including transitions, room usage, and overall logistical flow
• Provide a consistent, stabilizing leadership presence during shelter hours to support staff and guests
• Identify and resolve real-time operational barriers that impact staff effectiveness or guest experience
• Participate in daily huddles with the Director of Day Shelter to align logistics with program priorities and emerging needs
• Coordinate closely with Meal Program and Clinical staff to align room setups, traffic flow, cleaning turnaround, and scheduling with daily programming and meals
• Oversee the day-to-day operations of shelter activity programming in Bates Hall, ensuring space use and flow support program goals
• Partner with volunteers and the Volunteer Coordinator to clarify operational expectations (e.g., setup, breakdown, stocking, basic facilities support) and ensure volunteer capacity is used effectively
• Maintain accurate daily logs and ensure all significant shelter events are documented in organizational systems

Safety & Risk Management

• Monitor for and respond to physical safety risks within the environment, coordinating with Director of Day Shelter as needed
• Chair the Safety & Security Committee and lead, document, and follow up on regular safety and facility inspections
• Maintain documentation and follow-up for facility-related incidents to support continuous improvement of safety practices

Other Responsibilities

• Perform additional duties as assigned by the Director of Day Shelter or other Senior Leaders
• Responsibilities subject to change in this dynamic and flexible work environment

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Bachelor’s degree in Business Administration, Human Services, or a related fields; Master’s degree preferred
• Minimum of 3 years of experience working with vulnerable populations, including individuals experiencing homelessness, mental health challenges, or housing instability
• Fluent in Cantonese, Mandarin, or Spanish highly preferred
• Experience in shelter operations, crisis response, or trauma-exposed environments in a supervisory role
• Demonstrated experience managing day-to-day building operations, including maintenance coordination, vendor management, and oversight of repairs and preventative maintenance
• Highly organized, with the ability to manage multiple priorities and adapt to changing situations effectively
• Strong organizational and problem-solving skills, with the ability to balance operational needs with client-centered care
• Strong understanding of resources for women in crisis
• Trauma-informed orientation and commitment to dignity, safety, and staff sustainability
• Proficient in crisis intervention, conflict resolution, and supportive counseling
• Strong skills in de-escalation, boundary-setting, and staff guidance
• Demonstrated ability to lead calmly and decisively under pressure
• Excellent leadership and team-building skills, with a focus on creating a collaborative, respectful work environment
• Ability to collaborate across disciplines while maintaining clear role boundaries
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with staff, residents/guests, and external vendors

Other Requirements

• Commitment to Women’s Lunch Place’s mission and values, and a compassionate approach to supporting women facing hardship
• Ability to work flexible hours as needed, including occasional evenings or weekends for emergencies or community meetings
• Valid driver’s license and reliable transportation for off-site client advocacy and community engagements

ADDITIONAL INFORMATION:

Physical and Environmental Requirements:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Specific vision and hearing abilities required by this job include close vision and distance vision and ability to hear conversations in office and group settings. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical activities include:

The employee primarily sits, but is occasionally required to stand, walk, and use hands to finger, handle or feel controls. The employee must occasionally lift and/or move up to 10 pounds. Attendance at meetings in the community is required.

Work Environment:

The noise level in the shelter is usually high. The employee will be exposed to occasional disruptive behaviors in the shelter and/or community dining room. Women’s Lunch Place is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Women’s Lunch Place offers a rewarding work environment with a competitive salary, generous benefits and a strong commitment to diversity in its workforce and programs. Women’s Lunch Place does not discriminate based on race, color, gender or gender identity, religion, national origin, sexual orientation or disability.