About this role
*This opportunity is currently limited to internal candidates, and only applications from current employees will be considered at this time.
WHO WE ARE
The Road Home was founded in 1923 and has been a leader in the endeavor to end homelessness for over 100 years. We provide low-barrier emergency shelters, supportive services, and housing-first-minded rental assistance that helps individuals and families step out of homelessness and back into the community. We are seeking compassionate and empathetic individuals who are interested in making a difference in the lives of others and their community.
The Road Home is an Equal Opportunity Employer
Our mission to help people experiencing homelessness is strengthened by a highly qualified team with a variety of perspectives, backgrounds, and experiences. We are committed to fostering a workplace where everyone feels valued, respected, and empowered to contribute their unique strengths.
We welcome applicants from all walks of life who share our passion for ending homelessness, collaboration, and compassion. Together, we can create a supportive environment where every voice is heard, and every person has the opportunity to succeed.
BENEFITS SUMMARY
The Road Home is a 501c3 non-profit social services agency whose mission is to help people step out of homelessness and back into our community.
Come be part of the solution.
We have a robust, reasonably priced, and inclusive benefits plan for full and part-time employees (25-40 hours/week)
- Health Care Plan (Medical, Dental & Vision)
- HSA, FSA, HRA (We reimburse part of your deductible!)
- Retirement Plan (403B with TRH contribution and match)
- FREE Life Insurance for employees
- Paid Time Off (Vacation, Sick & 12 Public Holidays)
- One Floating Holiday Per Year
- Free Short Term & Long-Term Disability
- Employee Assistance Program
- Free Training & Development
- Tuition Assistance for a wide variety of classes!
JOB SUMMARY
The Associate Director will take a leading role in the overall administration of the Gail Miller Resource Center shelter program, serving 250 single adults per day. The individual will provide leadership for the facility's day-to-day operation and program accountability, ensuring teams are adequately staffed, supported, and able to maintain a safe and welcoming environment for all Resource Center guests 24/7. The Associate Director will oversee shelter activities such as mail access, property storage, client check-ins, security screenings, bed management, incident response, and other duties within established procedures and service delivery strategies.
Supervising a team of three shift supervisors, the Associate Director will be responsible for ensuring operational policies and procedures are followed, including leading regular training and policy reviews for all staff, providing real-time feedback to staff during and after critical incidents, and working with the Resource Center Director and Human Resource Department to identify and coordinate additional training needs. The Associate Director will foster a culture of support between all teams and empower the shift supervisors to develop their skills and careers over time. Program management will focus on implementing Housing First services to individuals experiencing homelessness and integrating Trauma-Informed Care practices into the program, aligning with recognized best practices and the agency’s core values. Additionally, the Associate Director will play a key role in ensuring the Gail Miller Resource Center operates with a focus on equity, anti-racism, and diversity in serving guests from various backgrounds. Working with colleagues from across the agency, the Associate Director will assist with the agency's Diversity, Equity, Inclusion, and Belonging efforts, finding ways to support both staff and guests, and helping to implement positive changes in the facility's programming.
This passionate self-starter will support creativity and problem solving with staff and clients. The Associate Director will help streamline programs to end homelessness as quickly as possible for every individual we serve. The Associate Director will value and actively seek input from clients and staff, collaborating with the management team to implement program improvements based on the feedback received. The Associate Director will be a model for ethical, fair, competent, and professional values, service delivery, and client relations, including supportive and appropriate individual services to clients, client rights, confidentiality and boundaries, respect for personal dignity, worth, and privacy of clients, the self-determination of clients in relation to their needs, problems, goals, and interests.
*Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions, so please still apply*
*Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.
Positions Available
1
Position Status
Full-Time
Location
Gail Miller Resource Center (GMRC)
Reports to
GMRC Shelter Director
Grade and starting salary
Grade 12, Starting at $32.28/hour
FLSA Status
Exempt
EEO Class
First/Mid Level Officials and Managers
Essential Duties and Responsibilities
Program Operations and Service Delivery
- Oversee daily shelter operations to ensure safe, consistent, and effective services for single adults experiencing homelessness.
- Ensure core shelter functions, including guest check-ins, bed management, mail access, property storage, security screening, and incident response, are carried out according to agency policies and best practices.
- Support implementation of Housing Focused and Trauma-Informed Care principles across all shelter operations and service delivery.
- Collaborate with internal departments and community partners to coordinate services and strengthen pathways to housing and stability.
- Stay informed of federal, state, and local policy changes, emerging research, and best practices related to homeless services and shelter operations and support their integration into program practices.
- Assist in maintaining a clean, safe, and welcoming facility, and identify and communicate building, staffing, or operational needs to the Resource Center Director.
- Identify, share, and support access to community-based resources that best meet guests’ needs.
- Complete administrative responsibilities, including reporting, documentation, data collection, and timecard-related tasks, to support program accountability and compliance.
Equity, Access, and Program Integrity
- Support the 24/7 shelter operations that are equitable, culturally responsive, and accessible to guests from diverse backgrounds.
- Assess shelter policies and practices to identify and address barriers to access, safety, or inclusion for guests and staff.
- Support agency-wide Diversity, Equity, Inclusion, and Belonging efforts by helping implement practices that promote dignity, fairness, and accountability in shelter operations.
- Model ethical and professional standards that uphold confidentiality, appropriate boundaries, and respect for guest self-determination and rights.
Crisis Management and Incident Response
- Provide leadership and decision-making support during critical incidents, emergencies, or high-acuity situations within the shelter.
- Support frontline staff in responding to crises using trauma-informed, de-escalation, and safety-focused approaches.
- Ensure timely and accurate completion of incident reports and related documentation.
- Collaborate with clinical staff, security, emergency responders, and agency leadership as needed during crisis situations.
- Participate in post-incident review and follow-up to identify lessons learned and opportunities for improvement.
Leadership and Collaboration
- Provide direct oversight and supervision to three Shift Supervisors (Day, Swing, and Grave shifts), each of which is responsible for a team of Housing Advocates.
- Provide 24/7 support to the Housing Advocate teams, as needed
- Serve as an active member of The Road Home’s leadership team, providing input on operational challenges, guest needs, and service improvements.
- Elevate feedback from guests and staff to inform program adjustments and continuous improvement efforts.
- Support a culture of collaboration, problem-solving, accountability, and learning across shelter teams and departments.
- Foster staff development and deliver coaching to enhance professional growth, including ongoing mentorship and training opportunities to further enhance the skills of direct and indirect reports.
- Lead daily shift changes and other meetings as required or needed.
- Attend mandatory agency trainings, including Trauma-Informed Care, Housing Focused, De-escalation, Suicide Prevention, CPR, and more.
- Participate in emergency drills and environmental safety activities, as required.
- Follow all agency protocols for security, safety, and sanitation to maintain a clean and secure environment for guests and staff.
- Maintain regular and reliable attendance as an essential function of this position.
*Other duties as assigned.
*Reasonable accommodations may be considered to enable all individuals to perform these essential functions, so please still apply.
Supervisor Duties and Responsibilities
- Model trauma-informed leadership in all interactions with staff and guests.
- Provide clear, constructive feedback to staff regularly, fostering growth and accountability.
- Hire, train, mentor, and support team members through hands-on guidance and resource sharing.
- Delegate tasks effectively while ensuring equitable distribution of workload.
- Resolve conflicts promptly and professionally, using de-escalation techniques and leading difficult conversations with kindness and directness.
- Uphold agency policies consistently and lead by example.
- Conduct regular one-on-one meetings with employees to exchange feedback, actively listen, and address professional development needs.
- Develop and implement performance improvement plans and other corrective actions when needed, with measurable goals, equipping staff with the tools and guidance to achieve success.
- Collaborate cross-departmentally to align team goals with organizational mission.
- Monitor and ensure completion of all mandatory training, while maintaining accurate participation records.
- Track and report on team performance metrics (attendance, outcomes, etc.), as needed.
- Perform employee evaluations as scheduled, offering actionable feedback and tailored support.
- Advocate for staff needs while balancing operational priorities.
Promoting Best Practice
- Actively engage with and honor the unique backgrounds, identities, and experiences of all individuals we serve.
- Advance the agency’s commitment to honoring diverse ethnic and cultural heritages through daily actions that foster genuine belonging.
- Implement Housing Focused principles, risk management strategies, and high-access services as foundational to our mission.
- Maintain healthy boundaries using trauma-informed approaches in all interactions.
*Must pass a pre-employment background check and drug screening.
Education and Experience
- Experience working with diverse and/or vulnerable populations is preferred.
- Minimum of one year of supervisory or team leadership experience required; three or more years preferred.
- Experience with administrative responsibilities, including project coordination, staff oversight, reporting, presentations, and computer-based systems required.
- At least one year of experience working with individuals experiencing homelessness or low-income populations is required.
- Knowledge of homeless services, shelter operations, or working with highly vulnerable populations is preferred.
Skills and Expectations
- Ability to think strategically, collaborate effectively with others, and take initiative.
- Ability to remain calm, grounded, and professional in high-pressure or crisis situations.
- Strong organization and decision-making skills, with attention to detail and a high level of accuracy.
- Ability to think critically, prioritize competing demands, and make emotionally intelligent decisions.
- Capacity to work effectively in a fast-paced, deadline-driven environment.
- Skill in analyzing, tracking, and synthesizing information and preparing clear, professional reports and documentation.
- Self-directed and accountable, with the ability to manage responsibilities independently while remaining responsive to supervision and team needs.
- Strong interpersonal skills and ability to work with diverse populations.
- Provide thoughtful and attentive customer service by communicating clearly and handling difficult situations with professionalism, patience, and empathy.
- Use basic computer programs (email, spreadsheets, and more) and proficiency with management information systems and standard office software, including the Microsoft Office Suite.
- Ability to accept supervision, direction, and feedback with openness.
- Communicate clearly and effectively with clients, coworkers, and supervisors using verbal and written communication.
Physical and Equipment Requirements
- Ability to lift and move heavy items up to 25 pounds.
- Ability to sit, stand, and move for at least an hour at a time or more.
- Ability to use stairs or steps.
- Must be at least 21 years old, have a valid, unexpired driver’s license, and the ability to drive a vehicle, as needed.