Supportive Services Manager -CCRFC

Who We Are

The Road Home was founded in 1923 and has been a leader in ending homelessness for over 100 years. We provide emergency shelters, supportive services, and housing-focused-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 communities. 

The Road Home is an Equal Opportunity Employer

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!
• Public Service Loan Forgiveness (PSLF) qualifying agency

*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. 

*This is an in-person position.  

Position(s) Available
1

Location

Connie Crosby Family Resource Center (CCFRC)

Reports to
Resource Center Director

Position Status
Full-Time

Shift
Monday - Friday 9:00am - 5:00pm, evening and weekend availability, as needed.

Pay Grade and Starting Rate
Grade 9/$24.25/hour

FLSA Status
Exempt

Essential Duties and Responsibilities 

• Serve as an integral part of The Road Home’s leadership team, providing feedback on staff and guest concerns and workshopping ways to enhance the services provided to guests. 
• Work with other supervisors and Road Home teams to create consistency among services within the homeless resource centers. 
• Observe emerging trends for program participants within the homeless service sector.  
• Proactively engage in problem-solving and programmatic change.   
• Be aware of process inefficiencies and engage in quality improvement. 
• Hire, train, and manage department staff, ensuring that they are providing high-quality, trauma-informed care in an emergency shelter setting.  
• Provide direct supervision, ongoing evaluation, and coaching of a diverse team of Case Managers.  
• Assist staff with setting strengths-based, achievable goals targeting quick and stable housing solutions for their case load.  
• Support and train staff in providing thorough and individualized support based on each guest’s unique needs and barriers, maintaining focus on Housing First approaches to sheltering and supporting individuals back into housing. 
• Work with staff to develop new and innovative ways to engage with guests. 
• Manage weekly staff schedule. Ensure each shift is adequately staffed. 
• Timely review and approval of staff timesheets. Manage other departmental paperwork and administrative reports in a timely manner. 
• Develop community partnerships in response to trending client needs and for staffs’ professional development.  
• Coordinate with internal and external teams to develop quick and efficient access to community resources for staff and guests. 
• Analyze program data and adjust scope and direction of program as needed to improve efficiency and increase positive outcomes. 
• 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. 

Additional Job Functions  

1. Ensure best practices are implemented and adhered to. 
2. Review, on an ongoing basis, the services being offered at the Resource Center and develop new programs as needs emerge.  
3. Identify and share resources provided in the community that may best serve our guests’ needs. 
4. Attend mandatory agency trainings, including Trauma-Informed Care, Housing Focused, De-escalation, Suicide Prevention, CPR, and more.  
5. Participate in emergency drills and environmental safety activities, as required. 
6. Follow all agency protocols for security, safety, and sanitation to maintain a clean and secure environment for guests and staff. 
7. Assist with de-escalation and crisis intervention as needed. 

Supervisor Duties and Responsibilities  

1. Model trauma-informed leadership in all interactions with staff and guests. 
2. Provide clear, constructive feedback to staff regularly, fostering growth and accountability. 
3. Hire, train, mentor, and support team members through hands-on guidance and resource sharing.  
4. Delegate tasks effectively while ensuring equitable distribution of workload. 
5. Resolve conflicts promptly and professionally, using de-escalation techniques and leading difficult conversations with kindness and directness.  
6. Uphold agency policies consistently and lead by example. 
7. Conduct regular one-on-one meetings with employees to exchange feedback, actively listen, and address professional development needs. 
8. 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. 
9. Collaborate cross-departmentally to align team goals with organizational mission. 
10. Monitor and ensure completion of all mandatory training, while maintaining accurate participation records. 
11. Track and report on team performance metrics (attendance, outcomes, etc.), as needed. 
12. Perform employee evaluations as scheduled, offering actionable feedback and tailored support. 
13. 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. 

Education and Experience 

• At least one year of direct supervisory experience preferred.  
• Case Management, Crisis Services, Social Services or lived experience with diverse populations required. 
• Knowledge of homeless resources, social services, and program management preferred. 
• Experience working with diverse and/or vulnerable populations is preferred.  

Skills and Expectations 

• 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 have basic computer skills. 
• Ability to accept supervision, direction, and feedback with openness. 
• Communicate clearly and effectively with clients, coworkers, and supervisors using verbal and written communication. 
• Utilize available client data, data reports, and case note reviews to set goals for the Services team. 
• Demonstrates awareness of, and sensitivity to, diverse populations.  Ability to contribute to the Agency’s commitment to enhancing awareness and appreciation of diverse ethnic and culture heritages are particularly valued. 
• Familiarity with Trauma-Informed Care and Housing First philosophies. 
• Excellent supervisory skills, with ability to model compassionate and Trauma-Informed case management and support at various levels of engagement with guests.  
• Ability to communicate effectively and handle difficult situations with professionalism, compassion and from a Trauma-Informed perspective. 
• Self-starter and self-directed. 
• Excellent organizational skills 
• Strong computer skills (Microsoft Suite, Calendar, Tracking, e-mail, ETC)  
• Knowledge of challenges faced by vulnerable populations. 
• Familiarity with ClientTrack or other HMIS database is a plus. 
• Proven experience in collaborating with multiple stakeholders to achieve measurable results. 
• Must pass a pre-employment background check and drug screen. 

Physical and Equipment Requirements 

• Ability to lift and move heavy items during client move-outs (25 pounds minimum) 
• Ability to sit, stand, and move for at least an hour at a time or more.  
• Must be at least 21 years old, have a valid, unexpired driver’s license, and the ability to drive a vehicle, as needed. 

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