Job Details

Job Summary:

The Assistant Shelter Manager supports nightly operations, in coordination with the Shelter Manager, of The Hub, our low-barrier overnight shelter. This role is essential to ensuring a safe, welcoming, and trauma-informed environment for individuals experiencing homelessness-many of whom live with additional challenges like mental illness, substance use disorders, and complex trauma.

The Assistant Shelter Manager is responsible for providing on-site leadership when the Manager is off-site, overseeing and facilitating nightly shelter operations, managing crisis response, coordinating on-site services, ensuring adherence to low-barrier and harm-reduction principles, and fostering a culture of dignity, respect, and inclusion for all guests.

Essential Duties and Responsibilities:

• Provide on-site leadership, when the Manager is off-site, to supervise and support shelter operations, including oversight of shelter staff and volunteers.
• Coordinate coverage and delegate tasks to ensure continuity of operations during staff outages.
• Oversee shelter admissions that occur during shift and ensure equitable, non-judgmental access to services.
• Promote a safe, welcoming, and inclusive environment, guided by harm reduction and trauma-informed practices.
• Respond to and manage behavioral or medical crises, determine appropriate interventions, and coordinate with emergency services or mobile crisis teams.
• Build and maintain respectful relationships with guests while enforcing shelter policies and de-escalating conflicts with consistency and empathy.
• Maintain shelter cleanliness, safety, and order through regular walkthroughs, daily tasks, and staff direction.
• Address guest concerns or complaints promptly and professionally.
• Inventory guest needs and coordinate with Shelter Manager and Administration to meet those needs; may involve collection of supplies and organization of collection efforts.
• Coordinate with case management, outreach, and healthcare teams for continuity of care.
• Complete and review shift reports, incident documentation, and guest service logs on a daily basis.
• Provide direct feedback to staff when necessary, and collaborate with Manager on assessing staff performance.
• Escalate concerns to Manager as needed.
• Develop collaborative relationship with and act as liaison for neighbors, community members, and partnering organizations.
• Maintain compliance with all company policies and procedures.
• Other duties as assigned.

• At least 2 years of experience in homeless services, emergency shelter, or human services settings.
• Prior supervisory or leadership experience preferred
• Deep understanding of low-barrier shelter principles, harm reduction, and trauma-informed care.
• Strong judgement, crisis intervention, de-escalation, and conflict resolution skills.
• Excellent communication and leadership skills; ability to lead a diverse team with empathy and accountability.
• Ability to remain calm and grounded in high-stress situations.
• Familiarity with issues that affect people experiencing homelessness, including systemic inequities. Comfort with navigating challenges exacerbated by mental health and substance use.
• Computer literacy and experience with documentation of activities.
• Excellent written and verbal communication skills.
• Ability to work flexible hours including overnights, weekends, and holidays.

• Overnight shifts in a congregate shelter environment
• Potential exposure to behavioral or medical emergencies
• Ability to walk and stand for extended periods
• Ability to perform job duties in varying weather conditions, year-round
• Must occasionally lift/move up to 25 pounds.