FLSA CLASSIFICATION: Exempt - Administrative

REPORTS TO: Chief Operating Officer

POSITION SUPERVISED:

· Shelter Program Manager / Shelter Director

· Outreach Program Manager

· Housing Program Manager(s)

· Case Management Supervisors

· Other assigned program leadership staff

Position Summary

The Senior Director of Homeless Services provides strategic leadership, oversight, and operational direction for all homeless services programs, including emergency shelter operations, housing programs, and supportive services. This position ensures high-quality, trauma-informed, and person-centered service delivery aligned with organizational goals, funder requirements, and community needs.

The Senior Director directly supervises homeless shelter program operations and works collaboratively across departments to reduce homelessness and improve housing outcomes.

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Key Responsibilities

1. Strategic Leadership & Program Oversight

· Provide leadership and direction for all homeless services programs, including emergency shelter, outreach, transitional housing, and permanent supportive housing

· Develop and implement program strategies aligned with organizational mission and community priorities

· Identify service gaps and expand programming to meet emerging needs

· Ensure integration of housing-first, low-barrier, and trauma-informed care models

2. Shelter Program Supervision

· Directly oversee day-to-day and long-term operations of the homeless shelter program

· Supervise shelter leadership (e.g., Shelter Manager, Team Leads)

· Ensure safe, clean, and compliant shelter environment

· Monitor bed utilization, length of stay, and service outcomes

· Oversee implementation of shelter policies, including intake, discharge, and incident response

· Ensure appropriate staffing coverage (24/7 operations if applicable)

3. Staff Leadership & Development

· Supervise program managers and key leadership staff across homeless services

· Provide coaching, performance management, and professional development

· Promote a positive, inclusive, and accountable work culture

· Support staff training in de-escalation, trauma-informed care, and crisis response

4. Compliance & Quality Assurance

· Ensure compliance with all federal, state, and local regulations (e.g., HUD, Continuum of Care requirements)

· Oversee data quality, reporting, and program documentation standards (e.g., HMIS)

· Monitor program performance metrics and implement continuous quality improvement initiatives

· Lead audits, site visits, and corrective action plans as needed

5. Budget & Resource Management

· Develop and manage program budgets in collaboration with finance staff

· Monitor expenses and ensure responsible use of funding

· Support grant development, reporting, and contract compliance

· Identify and pursue new funding opportunities

6. Community Collaboration & Partnerships

· Represent the organization in community coalitions, including Continuum of Care (CoC) and local task forces

· Build and maintain partnerships with housing providers, behavioral health agencies, law enforcement, and community organizations

· Advocate for policies and resources that support individuals experiencing homelessness

7. Data & Outcomes Management

· Track and analyze program outcomes (e.g., housing placements, returns to homelessness, service engagement)

· Use data to inform decision-making and program improvements

· Prepare reports for executive leadership, funders, and board members

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Qualifications

Education & Experience

· Bachelor’s degree in Social Work, Public Administration, Human Services, or related field (Master’s preferred)

· 5–7+ years of progressive leadership experience in homeless services, housing programs, or related field

· Minimum 3 years of supervisory/management experience

· Experience overseeing shelter operations strongly preferred

Knowledge, Skills & Abilities

· Strong knowledge of homelessness systems, including Housing First and Continuum of Care models

· Experience with HUD funding and HMIS data systems

· Demonstrated leadership, decision-making, and problem-solving skills

· Ability to manage multiple programs and priorities simultaneously

· Strong communication and relationship-building skills

· Ability to respond effectively in crisis situations

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OTHER POSITION REQUIREMENTS:

1. Maintains acceptable overall attendance record, to include department staff meetings, agency meetings, and training as required. Ensures appropriate notification to supervisor for absences and ensures that work is covered. Flexibility in work schedule when needed.
2. Exhibits appropriate level of technical knowledge for the position.
3. Produces quantity of work necessary to meet job requirements.
4. Works well with a team, keeps others informed of information needed. Treats others with respect, maintaining a spirit of cooperation.
5. Maintain professional verbal and written interactions with peers, participants, supervisors and other staff, which also includes effective listening skills. Use diplomacy and tact in dealing with difficult situations or people. Provide strong customer service skills, so that residents will have the best experience possible while in the residential setting, increasing their chances of accessing the services they need while in the program and successfully transition into the community.
6. Demonstrates the ability and willingness to handle new assignments, changes in procedures and business requirements. Identifies what needs to be done and takes appropriate action.
7. Completes assigned work, meets deadlines without reminders/follow-up from supervisor or others.
8. Performs work conscientiously with a high degree of accuracy.
9. Ensure safe transportation of residents in the community as needed, using agency provided vehicle or personal vehicle.
10. Meets goals and objectives as mutually agreed upon during last performance review (if applicable).

PHYSICAL REQUIREMENTS:

* Driving (for purposes of community mobility)

* Typing/data entry, writing

* Lifting/carrying up to 30 pounds

* Bending/Stooping/Climbing stairs

All the above duties and responsibilities are considered essential job functions subject to reasonable accommodation. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. This job description is not to be construed as a detailed statement of duties, responsibilities or requirements. Employees may be required to perform any other job-related instructions as requested by their supervisors, subject to reasonable accommodation.

06/2026