Manager - Drop-In and Shelter Services

Job Description

Job Description

The Manager of Drop-In and Shelter Services oversees the development, implementation, and day-to-day operation of services at Willows Youth Services Center. This includes supervising drop-in programming and emergency shelter operations designed to serve youth and young adults experiencing homelessness. The Manager ensures that services are delivered in a safe, trauma-informed, and client-centered manner, fostering a supportive environment for both clients and employees. The role is responsible for maintaining service quality, contract compliance, and the advancement of Friends of Youth’s mission and strategic priorities.

The Manager plays a critical role in building strong teams, improving service systems, and creating inclusive spaces where young people can stabilize and access pathways to housing and wellness.

essential duties

Leadership and Supervision Tasks

1. Provide direct supervision and leadership to the Drop in and Shelter Services.
2. Strategically schedule employees and proactively address coverage and hiring needs.
3. Conduct regular one-on-one supervision, annual performance evaluations, and ongoing coaching to promote employee development and retention.
4. Ensure all employees are properly onboarded, trained, and acquire skills consistent with agency policies, and collective bargaining agreements.
5. Foster an inclusive, trauma-informed workplace culture centered on collaboration, accountability, and youth empowerment.
6. Maintain accurate supervision records and ensure compliance with agency policies and disciplinary procedures. Address performance concerns proactively in partnership with Human Resources and following the disciplinary procedure as necessary.
7. Oversee employees scheduling, hiring, onboarding, and day-to-day coordination to ensure seamless program delivery.
8. Partner with the Director of Learning and Development to implement targeted staff training and professional development.
9. Provide direct support to employees during crisis response or when managing challenging client interactions.

Service Design and Delivery Tasks

1. Collaborate with internal leaders to develop and implement evidence-informed service models tailored to the needs of youth and young adults.
2. Lead the creation and annual review of program work plans aligned with strategic priorities, retention goals, and operational safety.
3. Ensure program manuals, service protocols, and procedures remain current and responsive to emerging best practices.
4. Support the efficient and equitable placement of eligible youth into shelter and drop-in services, maintaining low vacancies.
5. Stay informed of regional and national trends in youth homelessness and integrate innovative approaches into service delivery.

Administrative and Operational Oversight Tasks

1. Monitor program budgets and ensure alignment with funding requirements, resource constraints, and fiscal stewardship.
2. Maintain contract compliance and adhere to accreditation and licensing standards, including the Council on Accreditation (COA).
3. Oversee accurate and timely data collection, reporting, and outcome evaluation.
4. Identify and resolve safety or operational challenges while implementing systems improvements where necessary.
5. Ensure the Willows facility remains safe, functional, and welcoming to youth, visitors, and staff.
6. Participate in the program’s on-call rotation and manage the Emergency Phone Line on a rotating basis.
7. Represent the Willows Youth Services Center in community networks, stakeholder meetings, and collaborative provider forums.

Community Relations

1. Build and sustain strong partnerships with funders, referral agencies, and community-based organizations.
2. Conduct regular assessments of community needs to inform program design and ensure services remain relevant.
3. Advocate for the needs of youth experiencing homelessness in external spaces, including public systems and cross-agency coalitions.
4. Promote Friends of Youth’s mission, vision, and values across community engagement activities.

job requirements

a. Education and Experience

1. A bachelor’s degree in a human services field is preferred. In place of a degree, a high school diploma, GED, lived experience and demonstrated knowledge of social services can be substituted.
2. At least 4 years of relevant experience working with youth experiencing homelessness or housing instability.
3. Minimum two years of direct shelter services experience.
4. A minimum of 3 years of supervisory or management experience overseeing multiple teams or programs.
5. Proficiency with Microsoft 365 and related platforms.

We offer:

• Generous time off including 15 vacation days per year, paid sick leave, 11 paid holidays, 2 social justice leave days per year for full-time employees
• Health insurance package including medical, dental, vision, 24/7 access to telehealth, long term disability and life insurance
• Retirement plan with match
• Transgender Health Benefits

Friends of Youth is committed to equity and creating a diverse and inclusive work environment as an equal opportunity employer. We welcome, honor, and celebrate our clients, colleagues, and communities’ diverse identities and cultures. For more information, email hr@friendsofyouth.org.