Program Director of Shelters

Job Description

Job Description

POSITION SUMMARY:

The Program Director of Shelters at St. Mary’s Community Services (SMCS) provides strategic leadership

and operational oversight for all shelter programs, ensuring safe, welcoming, and trauma-informed

environments for individuals and families experiencing homelessness. Reporting to the Chief Impact

Officer, this role supervises Shelter Program Managers and staff, promotes professional development,

ensures compliance with policies and regulations and drives measurable client outcomes. The Program

Director serves as 24-hour on-call leadership for emergencies, conducts regular site visits, and

collaborates with internal and external partners to maintain program quality. This position may require

occasional driving to perform job-related duties.

Why St. Mary’s Community Services?

• Mission-Driven Leadership – Be at the heart of an organization dedicated to serving the most vulnerable.
• Strategic Influence – Shape policies and initiatives that uplift lives and drive systemic change.
• Collaborative Environment – Work alongside a passionate team, community partners, and dedicated stakeholders.
• Sustainable Impact – Lead an organization committed to long-term solutions for housing, healthcare, and social support.

Essential Duties & Responsibilities

Program Leadership & Oversight

• Provide leadership and oversight for all shelters, ensuring safe, welcoming, and well-managed environments across all sites.
• Supervise Program Managers and ensure consistent implementation of policies, procedures, and best practices across Men’s, Women’s, Family, and Pathway shelters.
• Plan, direct, and monitor shelter operations, providing real-time support and feedback to shelter employees as needed.
• Serve as 24-hour on-call leadership for shelter emergencies, providing guidance and support in crisis or high-risk situations.
• Conduct regular shelter site visits, team meetings, and program reviews to ensure operational quality and compliance with County, State, and Federal shelter guidelines.

Staff Supervision & Development

• Oversee recruitment, onboarding, and professional development for all shelter employees.
• Coordinate ongoing employee training emphasizing trauma-informed care, resiliency, conflict deescalation, and crisis intervention.
• Oversee Shelter Program Managers to ensure consistent training and supervision of Engagement
• Specialists to effectively engage clients are active participants in their own case plans.
• Model and promote culturally competent practices throughout shelter operations ensuring that
• services are equitable, inclusive, and responsive to the cultural, racial, and linguistic diversity of shelter residents.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Program Compliance & Quality Assurance
• Ensure full compliance with all City, State, and Federal shelter regulations, contractual
• requirements, and agency policies for the safety of shelter clients and employees.
• Effectively utilize data and information systems for informed decision making and developing performance strategies.
• Oversee incident reporting and ensure timely documentation, follow-up, and corrective actions.
• Achieve minimum of 85% client satisfaction rate on client feedback surveys related to safety, dignity and service quality
• Partner with Essential Services and Director of Health Services to conduct internal audits, review client files, and maintain program readiness for inspections.
• Collaborate with Health Services to ensure disease education and mitigation practices are utilized across all shelters.
• Develop and implement a client complaint and grievance process to ensure all concerns are addressed promptly, fairly, and in accordance with agency policy

Client Outcomes & Performance Management

• Implement and monitor key performance indicators (KPIs) to measure client progress toward stable housing and self-sufficiency.
• Ensure shelter programs effectively connect clients with housing, case management, and wraparound services.
• Collaborate with case management teams and external partners to remove barriers to housing and improve exit outcomes.
• Lead regular case reviews with appropriate teams to assess client progress and identify opportunities for early intervention or enhanced support.

Key Performance Indicators (KPIs)

• Client Housing Outcomes: At least 75% of clients transition from shelters to stable housing within six months of program entry.
• Program Compliance: 100% compliance with all regulatory, contractual, and internal audit standards.
• Staff Retention & Development: 90% staff retention rate and 100% completion of required annual training.
• Incident Management: All incident reports reviewed and resolved within 48 hours of submission.
• Client Satisfaction: Achieve a minimum 85% satisfaction rate on client feedback surveys related to safety, dignity, and service quality.

Physical & Mental Requirements

• Mobility: Frequent sitting; occasional walking, standing, pushing, pulling, bending, squatting, and climbing.
• Lifting: Frequent lifting of up to 25 lbs.; occasional lifting of 5–50 lbs.
• Visual: Frequent reading, close-up work, and use of overall vision; occasional depth perception and peripheral vision.
• Hearing/Talking: Frequent communication in person, by phone, and by radio.
• Emotional/Psychological: Frequent decision-making, concentration, and client interaction; occasional public speaking; potential exposure to trauma-related situations.
• Environmental: Work in lodges, with occasional office work and varied weather exposure.

What You Bring:

• Bachelor’s degree in social work, Human Services, or a related field preferred; equivalent experience considered.
• 2–3 years of experience in program management or supervisory roles, preferably in homeless services, lodges/shelters, or human services.
• Valid California Driver’s License and Proof of Personal Liability Insurance
• Ability to operate a company vehicle in performance of job duties
• Strong leadership, organizational, and communication skills.
• Ability to handle crisis situations with professionalism, empathy, and sound judgment.
• Proficiency with HMIS, electronic databases, Microsoft Office Suite, and timekeeping systems.
• Bilingual skills (English/Spanish) preferred.

Benefits:

• 401(k)

• 401(k) matching

• Dental insurance

• Health insurance

• Vision Insurance

• Paid time off

SMCS is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace

that values and respects all individuals. Employment decisions are based on merit, qualifications, and

business needs, without regard to race, color, religion, creed, national origin, ancestry, age, disability,

medical condition, genetic information, marital status, sex (including pregnancy, childbirth,

breastfeeding, or related medical conditions), gender, gender identity, gender expression, sexual

orientation, military or veteran status, or any other status protected by applicable federal, state, or local

laws