Manager, Goodwill Inn at Goodwill Northern Michigan – Traverse City, Michigan

This position is responsible for leading the Goodwill Inn Emergency Shelter, a housing-focused 24 hr, 7 days a week, 365 days a year facility. This includes ensuring the shelter’s smooth, safe, and efficient operations, and the delivery of comprehensive care and support to shelter clients. The Inn Manager will oversee and manage a team of Human Service Workers (HSWs) and will work to maintain a safe, organized, and functional environment for staff and clients while ensuring compliance with policies and procedures.

Essential Functions:

1. Ensure safe shelter and work environment for staff and clients at 24/7 Emergency Shelter.
2. Train, coach, and supervise Goodwill Inn staff.
3. Develop, implement and ensure adherence to policies and procedures for Housing-Focused, Low-Barrier shelter operations.

Primary Responsibilities:

• Support the mission and vision of Goodwill Industries of Northern Michigan.
• Perform work in a safe manner observing all Goodwill safety policies/procedures.
• Perform duties and interact with all Goodwill team members, clients, and customers in a professional manner.
• Respect the diversity of others including, but not limited to, those with cultural, ethnic, and gender differences, individuals experiencing homelessness, and persons with visible and non-visible disabilities.
• Maintain a safe, dignified and respectful environment for all Goodwill clients, visitors and staff.
• Develop, implement and ensure adherence to policies and procedures for Housing-Focused, Low-Barrier shelter operations.
• Enforce with compassion Goodwill Inn best practices.
• Ensure shelter bed utilization is at highest possible rate.
• Communicate clearly expectations for staff and clients.
• Coach and supervise Human Service Workers (HSWs), including overseeing and conducting recruitment and hiring, ongoing training, performance evaluations, wage recommendations, disciplinary reports and dismissals.
• In coordination with Housing Director, oversee HSW trainings and certifications including general duties and job functions, HMIS operations, trauma-informed care, and Goodwill policies and procedures:
• Model best practices in HSW behavior and duty execution.
• Manage all disciplinary matter with staff related to client- facing behavior.
• Oversee development of a weekly schedule for complete HSW shift coverage.
• Ensure accurate and complete client documentation.
• Maintain up-to-date training manuals, safety inspections and other materials related to operating the Goodwill Inn.
• Ensure staff trainings to equip all shelter staff with necessary skills to fulfill their roles in areas such as:
• Trauma-Informed Care.
• De-escalation tech.
• Housing focused shelter services, including document preparedness and application completion.
• Oversee engaging, orientation, support and supervision of Housing Volunteers.
• Provide after-hours on-call support as needed for shelter staff.
• Oversee and ensure Grievance process is completed correctly and mediate and resolve client and staff disputes.
• Oversee property and plant of the Goodwill Inn.
• Oversee the cleanliness and safety of the physical facility, building and grounds.
• In partnership with Facilities team and Assistant Manager, ensure the completion of all necessary maintenance of Inn building and property.
• Oversee ordering Inn supplies and staying within the Inn’s budget.
• Assist in financial and program reporting.
• Participate in the development and execution of the Housing Program Budget.
• Oversee Completion of bi-weekly payroll and time reporting.
• Ensure proper attendance records for clients is maintained and documented.
• Oversee and maintain up-to-date record keeping for inspections required both internally and by other organizations such as the CARF, Salvation Army, Veteran’s Administration, Fire Marshall, etc.
• Work closely with Housing & Homeless Services Coordinator and Team Leads to input accurate information into HMIS and keep data compliant.
• Be an active part of the Housing and Homeless Services leadership team.
• Develop and/or maintain partnership programs in collaboration with partner agencies
• Other duties as assigned.

Reports to: Director of Housing and Homeless Services

Supervises: Assistant Manager, Team Leads and Human Services Workers

Education, Licenses, Certifications and Experience:

• High school diploma required.
• Minimum 2 years of Management experience required
• 2-3 years’ experience working with people experiencing homelessness.
• Bachelor’s in Social Work or related Human Services field preferred.

Knowledge, Skills and Abilities:

1. Familiarity with local human service providers and other community resources and agencies.
2. Ability to use good judgement to make complex decisions.
3. Strong ability to hold people accountable to set procedures.
4. Team-Oriented.
5. Strong working knowledge of housing-focused shelter principles and practices.
6. Strong verbal and written communications skills.
7. Strong computer skills in excel, Microsoft word, etc.
8. The ability to multi-task.
9. Knowledge of and sensitivity to persons with disabilities or who are disadvantaged.
10. Previous experience working with the homeless population is preferred and knowledge of treatment issues related to homeless populations.

Physical Requirements:

1. Standing, lifting, carrying, pushing, bending, kneeling, reaching, walking, hearing, seeing, twisting, turning and repetitive movement.
2. Ability to do medium lifting, 20-30 pounds, and occasional heavy lifting.
3. Must be available for flexible scheduling, including shifts that may range from early morning to late night, based on needs.