Director of Shelter Operations

Job DetailsJob Location: Charlotte, NC 28206ROOF ABOVE

Roof Above is a comprehensive homeless service provider.  Our mission is to unite our community to end homelessness, one life at a time.  Focusing on individuals experiencing homelessness, Roof Above offers a continuum of services ranging from street outreach to a Day Services Center, emergency shelter, and housing. Roof Above’s services and programs reach approximately 1,400 individuals each day across all our services combined.  

POSITION SUMMARY

The Director of Shelter Operations will oversee the day-to-day operations of the three homeless shelters serving over 500 Single Adult Men experiencing homelessness nightly.  The Director of Shelter Operations will provide direct supervision to the Shelter Managers for all 3 shelters and ensure appropriate coverage at all shelter locations. This position will be tasked with developing and implementing shelter policy and adapting those policies as needed.  Under the direct supervision of the VP of Shelters, the Director of Shelter Operations will play a critical leadership role within the shelter system and will work collaboratively to move the operations of the shelter forward.  This position requires sound judgment, and an ability to problem solve difficult and complex issues.   

ESSENTIAL FUNCTIONS

Shelter Operations and Staffing

• Manage the daily operations of the shelter system, overseeing the functioning of three shelter locations.

• Responsible for scheduling across all three shelters, ensuring appropriate staffing and coverage for all shifts.

• Provide supervision for all PRN staff in collaboration with shift supervisors and shelter managers.

Staff Recruitment, Training, and Employee Relations

• Conduct candidate interviews and determine when additional staff members should be involved in the interview and selection process based on the requirements of the position.

• Ensure the successful completion and quality of training and boarding for new Shelter Specialists and Shift Supervisors.

• Collaborate closely with Human Resources to communicate and address staff-related concerns.

• Conduct thorough, fair, and effective internal investigations related to incidents, employee concerns, or other organizational matters, ensuring an unbiased approach to gathering information and establishing facts.

Guest Services and Shelter Protocols

• Ensure shelter team members employ best practices when addressing guest needs, concerns, and requests.

• Develop, implement, evaluate, and adapt shelter protocols to effectively respond to evolving guest needs, operational priorities, and agency requirements.

Safety, Compliance, and Shelter Resources

• Ensure  weekly locker searches in collaboration with another team member, covering two lockers per shelter site.

• Oversee shelter supply needs, including PPE, Narcan, sharps containers, and other operational and safety-related supplies, ensuring adequate inventory is maintained across shelter locations.

Community and Volunteer Engagement

• Collaborate with the Volunteer Coordinator to facilitate the involvement of individual and group volunteers within shelter operations.

OTHER RESPONSIBILITIES

Organize and lead a minimum of one shelter staff meeting per month. 
Organize and lead a minimum of 1 shift supervisor meeting per month. 
Work collaboratively with other Directors within the shelter system to ensure effective and consistent operations of the shelter system.   
Become certified in Homeless Management and Information Services database to enter services and view records, as needed. (Certification will be provided). 
Participate in Extended Leadership meetings and activities.  
Complete other duties as assigned.   
Deep commitment to Roof Above core values 

WORKING ENVIRONMENT

Responsibilities for the Director of Shelter Operations will require flexible scheduling, and can require work in the evening, weekends, and occasionally on holidays. This position will work between the shelter campuses. The environment can be fast-paced and demanding. 
QualificationsEDUCATION, EXPERIENCE AND SKILLS REQUIRED

• Bachelor’s degree preferred and/or a minimum of two years of related experience in human services, homelessness services, behavioral health, social services, or a related field.

• Previous supervisory or leadership experience, including experience providing staff direction, coaching, performance feedback, and accountability.

• Demonstrated ability to lead effectively and inclusively while building a positive, respectful, and accountable team culture.

• Experience developing and managing staff schedules, including coordinating coverage across multiple shifts, responding to call-outs and staffing changes, and ensuring adequate coverage to maintain safe and effective shelter operations.

• Strong organizational and time-management skills, with the ability to manage multiple priorities, meet deadlines, maintain accurate documentation, and follow through on assigned responsibilities.

• Demonstrated ability to respond to emails, calls, staff concerns, operational needs, and other communications in a timely and professional manner, particularly when issues require immediate attention or follow-up.

• Knowledge and understanding of Low-Barrier, Harm Reduction, Housing First, trauma-informed, and person-centered service principles.

• Knowledge of issues related to homelessness and the ability to utilize effective intervention, crisis response, conflict resolution, and de-escalation techniques.

• Experience working with adults experiencing homelessness, mental health challenges, substance use disorders, and other complex barriers to housing and stability. Previous experience working in a homeless shelter or similar residential setting is strongly preferred.

• Strong verbal and written communication skills, including the ability to communicate expectations clearly, document incidents appropriately, and communicate professionally across all levels of the organization.

• Demonstrated ability to establish and maintain effective working relationships with staff, guests, service partners, volunteers, visitors, and community stakeholders.

• Ability to exercise sound judgment and make timely, appropriate decisions in a fast-paced environment, including during emergencies, staffing challenges, and other unexpected situations.

• Strong critical-thinking and problem-solving skills with the ability to assess complex situations, identify appropriate solutions, and follow through to resolution.

• Ability to work collaboratively as part of a leadership team while also demonstrating initiative, accountability and the ability to work independently.

• Demonstrated attention to detail and ability to maintain confidentiality when handling sensitive guest, employee, and organizational information.

OUR VALUES:

Heart for the Work 

We choose this work and embrace this place.
We practice radical compassion.
We each do our unique part to end homelessness.

Solution-Oriented

Grounding ourselves in what we know, we imagine what is possible.
We are intentional about getting the right people involved and we move towards effective action.
We are exhaustive in our search for solutions.

Bring Our Best

We practice self-care, self-awareness, and safety.
We recognize what we need to let go of to move forward.
We exercise diligence and grit.

Value Others

We honor the profound worth of each life, and our work reflects it.
We meet people where they are and approach others with genuine curiosity.
We know we cannot do it alone. We are stronger and smarter together.

Roof Above is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees