The Residential Operations Manager is part of the domestic violence department leadership team and plays a key role in developing operational systems and processes that support a well-run, supportive and compassionate residential environment for survivors of domestic violence and their children. The position is responsible for developing, implementing, and maintaining high operational standards and strategies that align with department goals, ensuring regulatory and licensing compliance, managing daily operations of all community-building residential programs, developing and implementing a robust shelter-based volunteer engagement program that supports shelter operations, and assisting in the creation of departmental policies, priorities, and procedures. The manager is a motivated self-starter who embraces the opportunity to build innovative, best-practice programming, acts as a catalyst for change, and influences others to translate vision into action. The position contributes to the comprehensive array of support provided by YWCA Evanston/North Shore with deep commitment to creating a warm, welcoming, and trauma-informed space for all.
- In collaboration with program leadership and input from direct reports, develops long-term and annual plans that identify growth goals and outcomes that ensure continuous quality improvement in residential operations and client experience.
- Maintains a high-quality living and working environment through the development, implementation, monitoring, and documentation of facility inspection policies and processes that ensure regulatory compliance, including but not limited to regularly viewing common spaces and participant rooms to ensure basic standards of safety, hygiene, and timely reporting of preventative work orders.
- Assists in developing and oversees the consistent application of client conflict resolution strategies and escalates resident needs to counselors as needed.
- As needed, attend case review meetings to share information for problem solving with the domestic violence services team.
- Ensures the development and implementation of opportunities for residents to contribute to and be recognized for their contribution to creating a caring and safe living environment.
- Initiates the annual review and updating of the resident handbook and all policies and protocols in collaboration with department leadership.
- Oversees all aspects of shelter kitchen and food program including but not limited to ensuring compliance with all food handling, sanitation, and inspection requirements, managing inventory of all cooking equipment, managing purchasing and delivery of food, timely submission of food related reports, and development of systems to ensure efficient food program operations.
- Develops, implements, and monitors efficient and timely process for sorting and organizing all in-kind donations and ensures all storages spaces are efficiently organized and secured to facilitate the timely distribution of supplies to residents. Communicates regularly with the development team the in-kind items of highest need.
- Develops and oversees the implementation of consistent community-building programs and activities for shelter residents that build trust and create opportunities for fun.
- Ensures the creation and implementation of processes to facilitate resident input on relevant issues that result in residents feeling valued, considered, and cared for as members of the shelter community.
- In collaboration with the YWCA Operations Manager, develops knowledge and mastery of residential security systems to ensure proper functioning, training staff as needed to manage the system, and reviewing incidents footage in an expeditious manner and reporting according to protocol.
- Develops and implements key inventory systems to ensure proper distribution of keys/fobs, accurate programming of devices by staff, documented distribution of keys/fobs and collecting and de-activating keys/fobs in a timely manner.
- Works closely with YWCA Operations Manager to ensure development and implementation of preventative maintenance plan and ensures all shelter staff are trained on the submission of work orders and offers the YWVA Operations Manager timely feedback on custodial issues or concerns.
- Develops and implements a plan to properly manage shelter furniture inventory including but not limited to swapping out room furniture as needed for appropriate sleeping configurations, submitting work orders for repair, notifying the Program Director when furniture needs replacement, and working with the YWCA Operations Manager to order proper replacements per the approved list of items and vendors.
- Ensures proper use, storage, safe keeping, and maintenance of all shelter equipment used by residents including but not limited to computers, gaming consoles, and play equipment or supplies.
Long-Term Housing Management
- Maintains high occupancy level for 15-unit permanent supportive housing facility (Bridges) funded by Housing Authority of Cook County project-based vouchers with an emphasis on homeless women, their children, and survivors of domestic violence.
- Primary liaison with Housing Authority of Cook County (HACC) and property management company to ensure effective relationships that support timely completion of tasks.
- Initiates the annual review and updating of the tenant handbook and all policies and protocols in collaboration with department leadership.
- Works in collaboration with property management company and domestic violence staff, as needed, for supporting the tenant leasing cycle from managing the wait list in a timely manner; contacting and interviewing eligible clients, certifying eligibility, briefing eligible applicants on lease and program requirements, regulations, and responsibilities; assisting tenants in assembling paperwork, and managing the lease signing process with the property management company and HACC.
- In collaboration with property management company, implements a process to track resident payments with attention towards unpaid balances, timely follow up with residents on payment plans and assistance with finding financial resources if needed, or assistance in recertification through HACC as deemed necessary.
- Manages a preventative maintenance plan that focuses on common and private living spaces which includes but is not limited to assisting the Residential Services Coordinator with monthly apartment inspections, regular common space walk-throughs, and proper documentation and reporting as needed.
- Follows up with property management company on maintenance and custodial issues as needed.
- Collaborates with YWCA Operations Manager in supporting on-site technology including but not limited to wifi, cable issues, security, key fobs, and other related needs.
- Manages the annual lease renewal process consisting of tracking rent and lease violations across the year and reviewing data in consultation with the domestic violence services team to determine lease renewal, transition to monthly leases, or lease termination. Is the primary point of contact with tenants in this process.
- Actively manages any facility/lease concerns/violations in concert with related tenant(s), the property management company, and HACC; and organizes and leads monthly meetings with the domestic violence services team to proactively review all tenant issues.
- Manages inventory of agency-purchased furniture, ensures repairs or replacements as needed from approved vendor list and manages on-site storage of supplies for tenants.
- Leads tenant move in and move out process including but not limited ensuring the repair of units after move-out, ensuring units are ready for move-in, including HACC inspection and coordinating with property management around cleaning and painting; ensuring the laundering of all clothing and linens prior to move in, and meeting tenants at the building upon entry to provide welcome baskets.
- Provides ongoing support to Bridges program residents regarding tenant needs such as rental assistance resources, energy assistance, and provides bi-annual check-in to assess progress and readiness for tenant-based voucher and lease renewal.
- Ensures the development and implementation of a resident council and resident informed plans for community building activities.
- Oversees annual HACC recertification process for tenants and assists tenants in housing relocation as they exit the program.
- Liaison with the Housing Authority of Cook County and ensures compliance with HACC regulations and reporting requirements.
- Monitors HACC payments and initiates each year, in conjunction with the finance team, a request to HACC for increased rental rates.
- Ensures maintenance of state issued tax credit through timely communication with and reporting to approving body, property management company, and finance team.
- Works in collaboration with the Domestic Violence Director and the Special Events & Volunteer Coordinator to create and implement long-term and annual plans to build a robust volunteer engagement program that supports staff, creates meaningful opportunities for individual and group volunteers, and expands the array of social activities and supports for residents.
- Ensures adequate screening, selection, training, scheduling, and management of all residential volunteers including the timely completion of all paperwork, documentation, and reporting.
- Coordinates group volunteer events as requested.
- In collaboration with the Special Events and Volunteer Coordinator creates regular volunteer recognition events.
- Identify opportunities to engage community partners in delivering free or fee-based programming in the shelter to enhance the resident experience.
- Manages volunteer projects and activities including the shelter vegetable garden.
- Develops, motivates, and maintains a highly functioning team that demonstrates positive morale and adheres to high standards of service delivery.
- Hires a diverse staff in accordance with agency policies and procedures and submits timely, accurate, and completed hiring paperwork.
- Ensures new hires are on-boarded in accordance with agency policies and procedures including, but not limited to, developing, reviewing, and submitting new-hire work plans for those working 20 hours or more per week, and training on agency operations, policies, procedures, and job responsibilities.
- Oversees the workflow and productivity of staff including, but not limited to, maintaining accurate work schedules, reviewing and approving timesheets and activity reports in a timely manner, setting and regularly reviewing professional goals, expectations, and accomplishments.
- Develops staff capacity and morale by providing regular supervision and effective coaching including but not limited to meeting individually with staff working 20 hours or more a week at least twice a month and providing consistent and timely feedback to those working less than 20 hours a week as determined by performance needs, recognizing and recording staff accomplishments and disciplinary issues.
- Ensure all staff who are regularly scheduled to work 20 or more hours a week receive a timely annual appraisal and organizing and leading all-department meetings at least four times per year.
- Stays current with agency technology and its proper usage including, but not limited to, taking the initiative to seek out personal training opportunities, training direct reports on proper usage, and ensuring staff maximize their efficiency with the use of available technology.
- Acts as primary liaison between department leadership and direct reports and ensures timely, thorough, and effective organizational communication so staff feel informed and aware of organizational policies, practices, and procedures, and growth. Effectively advocates for staff by regularly soliciting staff input and representing staff needs and interest to department leadership.
- Ensures all staff understand and adhere to all policies in the Employee Handbook.
Continuous Quality Improvement
- Assists in the development and implementation of program evaluation processes soliciting client feedback and regularly reporting data to staff for review and program improvement discussions; attends quality improvement meetings to report out on planning and outcomes of residential services and operations.
- Manages the timely completion and submission of all reporting and record keeping and implements an ongoing online file audit process to ensure compliance with internal quality assurance and funder guidelines.
- Reviews and monitors ongoing domestic violence policies & procedures and ensures alignment with best practices.
- Oversees the scheduling and staffing of the 24-Hour Crisis Line and ensures staff are fully trained, engaging with callers in accordance with agency protocol, and regularly coordinates with the Clinical Services Manager to ensure appropriate work is being done and assists in updating protocols as requested by the Clinical Services Manager.
- Provides emergency back-up staffing on the 24-Hour Crisis Line and shelter as needed.
- As needed, prepare group meals for shelter residents.
- Assists in developing the annual budget.
- Provides and attends staff trainings and participates in agency committees.
- Pursues professional development
- Understands and adheres to all of YWCA Evanston/North Shore procedures and policies as well as YWCA Employee Handbook.
- Performs other duties as assigned by management.