Shelter Supervisor

Department: Programs
Classification: Exempt
Reports to: Shelter Manager
Status: Full-time
Location: Anchorage
Compensation: $73,000 - $76,000 DOE

Position Summary:

The Shelter Supervisor provides direct oversight of shift operations, staff supervision, scheduling, and service delivery in AWAIC’s 24/7 emergency shelter. This position coordinates staffing coverage, provides coaching and support, and maintains consistent operational practices that support a safe, welcoming, and trauma-informed environment for participants and employees.

This role supports the Shelter Manager with program coordination, staff development, incident response, documentation, and quality improvement. The Shelter Supervisor participates in the Admin On-Call rotation and exercises sound judgment when responding to operational and safety concerns. This position requires professionalism, reliability, adaptability, clear communication, and a commitment to survivor-centered services and AWAIC’s mission and values.

Essential Functions

Shelter Operations and Service Delivery

• Provides leadership and direction for shelter operations during assigned shifts.
• Coordinates daily activities, staff assignments, and participant support to maintain consistent service delivery.
• Maintains shelter routines, safety practices, and operational standards.
• Models respectful communication, professional boundaries, confidentiality, and survivor-centered engagement.
• Supports participant dignity, choice, and access to services through trauma-informed and culturally responsive practices.

Staff Supervision and Development

• Supervises assigned staff and communicates clear expectations for performance, conduct, and completion of duties.
• Provides timely direction, coaching, feedback, and support that strengthen staff skills and accountability.
• Monitors assigned work and addresses immediate performance or conduct concerns respectfully and consistently.
• Documents concerns objectively and coordinates follow-up with the Shelter Manager and Human Resources, as appropriate.
• Supports staff onboarding, training, and ongoing development.
• Promotes a respectful work environment where employees communicate concerns, seek guidance, and contribute to problem-solving.

Scheduling and Staffing Coverage

• Develops and maintains staff schedules that support program needs and established staffing requirements.
• Coordinates coverage for approved leave, training, anticipated absences, and unexpected call-outs.
• Responds to staffing changes and arranges coverage within established procedures.
• Communicates coverage gaps, scheduling risks, and staffing concerns to the Shelter Manager.
• Maintains accurate scheduling information and communicates changes promptly to affected staff.

Policy Implementation and Program Standards

• Implements shelter policies, procedures, and program standards consistently within assigned responsibilities.
• Explains expectations and provides guidance that supports staff understanding and compliance.
• Addresses immediate concerns and refers complex or recurring issues to the appropriate leader.
• Identifies operational barriers and communicates needs for training, resources, or policy clarification.
• Protects participant and employee information and follows applicable confidentiality and recordkeeping requirements.

Incident Response and Documentation

• Responds to participant crises, incidents, and safety concerns using established procedures, de-escalation skills, and professional judgment.
• Coordinates staff response and obtains additional assistance when situations exceed the team’s training or authority.
• Completes and reviews incident reports, shift records, and other assigned documentation for accuracy, objectivity, and timeliness.
• Communicates significant incidents, unresolved concerns, and emerging patterns to shelter leadership.
• Supports incident follow-up and implements assigned corrective or preventive actions.

Admin On-Call Responsibilities

• Participates in the Admin On-Call rotation according to established scheduling and response expectations.
• Responds to after-hours staffing, operational, and safety concerns.
• Provides direction within delegated authority using agency policy, available information, and safety considerations.
• Escalates high-risk, complex, or unresolved situations to the appropriate leader or emergency resource.
• Documents decisions and actions and communicates necessary follow-up to shelter leadership.

Communication and Coordination

• Maintains clear, timely communication with staff, shelter leadership, and other departments.
• Coordinates shift handoffs that communicate participant needs, staffing updates, safety concerns, and outstanding tasks while protecting confidentiality.
• Collaborates across programs to support coordinated participant services and shelter operations.
• Participates in required meetings, supervision, and training.

Program Support and Quality Improvement

• Supports the Shelter Manager in maintaining program quality, consistency, and accurate documentation.
• Tracks assigned operational information and supports reporting and program review.
• Identifies recurring challenges and recommends practical improvements to workflows, training, and service delivery.
• Incorporates feedback and approved changes into daily operations.

Supervisory Duties:

• Provides direct supervision, coaching, and shift-level oversight for assigned shelter staff.
• Supports onboarding, training, performance evaluation, and performance management in coordination with the Shelter Manager and Human Resources.
• Coordinates staff schedules, work assignments, and coverage within delegated authority.

Knowledge, Skills, and Abilities Required:

Shelter Services and Crisis Response

• Demonstrates knowledge of domestic violence dynamics, trauma-informed care, and survivor-centered services.
• Applies crisis intervention, de-escalation, and safety planning practices appropriate to the situation and level of training.
• Understands the operational needs of a 24/7 emergency shelter, including staffing, safety, confidentiality, and documentation.
• Applies relevant service requirements, ethical standards, and agency procedures within the scope of the position.
• Identifies community resources and supports appropriate referrals and coordination.

Leadership and Staff Development

• Communicates clear expectations and provides constructive feedback, coaching, and consistent follow-through.
• Addresses concerns fairly, documents information objectively, and recognizes when additional guidance is necessary.
• Builds a collaborative team environment that supports accountability, professional growth, and respectful communication.
• Exercises sound judgment and makes timely decisions within delegated authority.

Organization and Technical Skills

• Prioritizes competing responsibilities and adapts to changing participant, staffing, and operational needs.
• Maintains accurate schedules, records, incident reports, and other program documentation.
• Uses computers, email, spreadsheets, scheduling tools, databases, and standard office technology.
• Learns and uses agency systems and adapts to changes in technology and procedures.
• Recognizes operational patterns and contributes practical solutions.

Communication and Professional Relationships

• Communicates clearly, professionally, and respectfully through written, verbal, and interpersonal communication.
• Builds and maintains effective working relationships with staff, participants, leadership, and community partners.
• Maintains confidentiality, professional boundaries, and discretion when handling sensitive information.
• Approaches conflict and sensitive situations with empathy, cultural humility, and sound judgment.
• Demonstrates integrity, reliability, and respect consistent with AWAIC’s mission and values.

Judgment and Adaptability

• Remains calm and professional during crises, conflict, and competing demands.
• Works independently while recognizing when to seek assistance or escalate concerns.
• Applies policies consistently and considers individual circumstances within established guidelines.
• Supports equitable access to services and treats people of diverse backgrounds and experiences with dignity and respect.
• Recognizes the effects of trauma and occupational stress and uses supervision, established boundaries, and available support resources appropriately.

Minimum Qualifications

• Bachelor’s degree in Social Work, Human Services, Psychology, or a related field. An equivalent combination of relevant education and experience may substitute for the degree requirement.
• Demonstrated ability to remain calm, exercise sound judgment, and communicate professionally during crises and sensitive situations.
• Valid driver’s license and ability to meet and maintain AWAIC’s driving requirements.

Minimum Experience

• Two years of experience in domestic violence services, crisis response, shelter services, or related human services.
• At least one year of supervisory or lead experience, which may occur within the two years of required experience.
• Experience using computers, email, and standard office software for communication, documentation, and recordkeeping.

Physical Requirements & Working Conditions

• Works in a 24/7 emergency shelter environment and participates in assigned shifts and the Admin On-Call rotation.
• Regularly sits, stands, walks, reaches, bends, stoops, and kneels while completing shelter and administrative duties.
• Moves throughout shelter, office, storage, and outdoor areas, including stairways and areas without elevator access.
• Stands for periods of up to one hour while supporting shelter activities, facilitating groups, or assisting with meal preparation.
• Lifts and carries luggage, supplies, donations, and other materials weighing up to 35 pounds.
• Pushes and pulls carts and supplies across varying surfaces and in changing weather conditions.
• Operates a vehicle for assigned duties and assists participants with entering and exiting safely.
• Responds to participant medical or safety emergencies and provides assistance within training and established procedures.
• Regularly operates a computer and related office equipment.
• Encounters sensitive information and situations involving domestic violence, other forms of abuse, substance use, and trauma.
• Performs the essential functions of the position with or without reasonable accommodation.

Note: This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

AWAIC is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. Employment with AWAIC is at-will, meaning either you or the company may terminate the employment relationship at any time, with or without cause or notice, unless otherwise provided by applicable law or a written agreement. Signing below does not change the at-will employment status.