Family Shelter Manager- Scattered Sites/Co-Sh

The Family Shelter Manager (FSM) will join one of the largest providers of services for

families experiencing homelessness in the Metro Boston Area. Founded in 1988,

Hildebrand is solely focused on families experiencing homelessness. Hildebrand's

mission is to transition families out of homelessness to safe, affordable, permanent

housing while working to disrupt the systems that lead to poverty and homelessness.

Hildebrand operates 157 units of emergency shelter throughout the neighborhoods

Boston and Cambridge and 22 units of affordable housing in four buildings and an array

of services that include case management, housing search, and stabilization services to

ensure families remain stably housed. Hildebrand is a rapidly growing organization with

a staff of 60 employees and operates on a $9.1M budget.

Our vision is Every Family Has a Home.

SUMMARY:

The primary functions of the Family Shelter Manager (FSM) is to oversee Hildebrand's

Family Shelter Case Managers (Scattered Site/Co-Shelter) and Housing Specialist

Supervisor (Scattered Site); support, coordinate and drive case management and

system improvements across Hildebrand's portfolio; and provide system navigation.

Reporting to the Chief Program Officer (CPO), the FSM, is an integral part of the

Programs team, and a key contributor to the organization. The FSM, working in

conjunction with the CPO, the senior leadership team, and program staff ensures the

organization achieves its intended impact on families by accomplishing annual goals

and objectives. The FSM develops, implements, and maintains proactive systems and

approaches that create a supportive, trauma-informed, therapeutic, inclusive, whole-

family environment that is focused on client's strengths and developing client's self-

sufficiency. The FSM ensures that families can navigate systems and address barriers

within and out of Hildebrand. The FSM has a strong understanding of homelessness,

crisis intervention, systems and services, mental health, youth and families, domestic

violence, cultural diversity, and inclusivity.

The FSM-with support from Hildebrand's Clinical Consultant (LICSW)-will educate,

train and provide case consultations to Case Managers to help direct supportive

interventions for clients and families. The FSM will train Case Managers and client-

facing program staff on how to engage parents and/or children in assessments,

case/intervention planning, and safety planning. The FSM will concentrate on

developing the staff working directly with families and providing clinical support ensuring

that there is strong communication and clarity to the multidisciplinary team. The FSM

has direct client interaction in emergencies, special circumstances, when addressing

grievances and domestic violence concerns, modeling for and training staff, and client

workshops.

RESPONSIBILITIES:

Program Planning, Development & Implementation
Monitor programs for content, quality assurance, service delivery, and procedural

consistency, recommend, and lead ongoing quality improvement initiatives.
Develop and maintain an environment that fosters communication, collaboration,

and consistency of operations.
Support Education Navigation program and the education consultant with

supervision of interns and MSW interns.
Oversee ASQ and social emotional screening, staff training and implementation.
Ensure a strong balance is maintained between client, staff and organizational

needs.
Implement HLC's noncompliance policies with a focus on incentivizing positive

actions and behaviors and proactive approaches.
Develop, create and implement innovative, productive, and supportive

programming using a trauma-informed model meeting family's needs and

contributing to the overall milieu.
Actively participate and contribute to program development that supports

Hildebrand's strategic direction and growth.
Ensure regular client file and case note audits-especially focused on

assessments-and follow up to ensure timely response by staff to address areas

of improvement.
Facilitate the assessment of family needs, the implementation of self-sufficiency

plans and the education and advocacy of life skills to achieve organizational

goals.
Review incident reports and investigate or follow-up to ensure accuracy,

thoroughness and consistency.
Review incident reports, program violations and other reports to determine what

systemic or operational concerns are present and take appropriate steps to

address them.
Develop and implement written procedures to provide for the smooth running of

day-to-day operations, the maintenance of the residence and equipment.
Ensure that all activities are documented in a timely and thorough manner and

ensure that client confidentiality is protected.
Maintain accurate and timely client documentation and records in accordance

with agency standards of excellence.
Identify opportunities and improve services to promote client success.
Manage Case Manager On-Call and provide back-up support to Managers.

Clinical Leadership and Support/Supervision
In conjunction with the Clinical Consultant, provide clinical administrative

oversight to programs staff and lead or support crisis interventions for emergency

client situations depending on location (Scattered, Co-Shelter, or permanent

housing).
Provide support and back-up to Congregate clinical needs.
Lead multi-disciplinary scattered-site and co-shelter team action plans and make

sure they are being implemented and reported on.
Facilitate and utilize case conferencing and the program team to coordinate and

ensure client support plans are effective and appropriate.
Provide crisis management, risk assessment, safety planning and mandated

reporting as needed.
Creates and ensures that risk/safety management systems are developed and

utilized consistently that promote effective communication and coordination of

care.
Ensure case management is at the highest standard in terms of approach,

implementation, documentation, and tracking.
Ensure staff are making appropriate referrals for service. Create, implement and

maintain a centralized referral system and process.
Create plans, training and supports to address client hoarding issues and

concerns.
Ensure clinical work coordinates and is supportive of housing search and

landlord concerns.
Serve as the organizations' Domestic Violence Coordinator ensuring that DV

assessments are placed, tracked and followed up on as well as meeting HLC's

guidelines for Domestic Violence coordinators.
Coordinate and advise DCF communications. Report or assist in reporting 51As,

Domestic Violence, and/or SORB issues, and track all open DCF cases, key

contacts, and closed cases.
Conduct trainings for program staff members and contribute to the delivery of

client workshops.
Develop, update and maintain Hildebrand's clinical approach to housing families.
In conjunction with the Tenant Support Manager, provide direct interventions and

support to Hildebrand's permanent housing tenants for intensive tenant issues.
HLC, who oversees Hildebrand's contract, embraces a Housing First services

approach, and expects that providers will work collaboratively with families to

address barriers that directly impede housing. However, providers should never

require certain barriers be "overcome" before a housing placement can be made.

Leadership/Administration
As a member of the Programs Leadership Team, the FSM will supervise,

develop, motivate and lead in partnership with the senior leadership team to

advance the strategic direction and help the organization achieve its intended

impact.
Help drive the creation, development, updating and maintenance of Hildebrand's

multidisciplinary approach and standard operating procedures.
Demonstrate leadership by promoting a positive working environment with

transparent communication, inclusive planning and shared vision.
Lead a multi-disciplinary service team and work in partnership with external

service providers.
Support the CPO to sustain organizational culture, uphold its values and draw

connections between them and day-to-day operations such that employees

understand how their work contributes to their advancement and organizational

goals. Be an organizational Ambassador.
Recruit, hire, train, supervise, support and evaluate direct reports to ensure we

retain top talent and staff are aligned with the organization's values.
Provide supervision and accountability for direct service delivery of direct reports.
Ensure all staff related issues are dealt with and followed up on in a fair and

timely manner in accordance with the organizational policies and procedures.
Support the professional development of staff, their core competency

development, their career pathway and identify their place on Hildebrand's 9-

Block assessment.
Work with CPO to develop annual goals and priorities for Programs.
Plan and co-facilitate regular Program Meetings.
Follow all organizational fiscal and accounting policies and procedures.
Ensure that payroll and other reporting requirements are met in a timely manner.
Assist in creation of the budget, and ongoing management processes.
Assist in the development and implementation of procedures and policies to

ensure contractual compliance and consistent program delivery across all

participants.
Participate in regular program evaluations to ensure that all programs are in

compliance with contractual and/or funding obligations including evaluating

program outcomes and measuring achievement of programmatic performance

standards as directed.
Participate in regularly scheduled meetings with the Operations Department to

promote clear and effective communication and collaboration.
Ensure that staff proactively address identified areas of concern with clients and

develop plans to assist families in engaging with Hildebrand policies and

procedures.
Conduct regular supervision with staff and actively participate in department and

organization-wide meetings, workshops and training.
This is a full-time position requiring on-call support and availability during non-

traditional office hours and during times of crisis or natural disasters.
Other duties as assigned.

System Navigation
Respond to challenges in identifying available services and making effective

referrals - particularly for families with complex needs.
Act as a specially trained, on-demand connections expert, knowledgeable about

service availability and eligibility. Connect with key individuals in other systems

including regional CoCs.
Act as in-house consultant and support system to case managers, housing

search and stabilization staff who are struggling to help families navigate

complex bureaucracies.
Focus on the most complex or unique cases where standard case management

approaches are insufficient.
Specific System Navigator activities include (but are not limited to):

1. Aiding case managers in identifying available services and helping

navigate eligibility requirements, especially for families with particularly

complex needs, with the focus on making connections to permanent

services that can be maintained post-placement.

2. Developing community linkages with CoC's and other state and non-profit

entities to ensure effective connections to services, including but not

limited to services providing:

a. Skills; Domestic and Family Violence; Childcare and Children's

Education including public schools and Head Start; Health Care;

Mental Health; Substance Abuse; Food and Nutrition; Family

Relations/Mediation; Parenting.

b. Adult Education, Training, and Life Skills; CORI resolution and

credit repair; Financial literacy, family budgeting programs, and

basic banking; Employment and Training.

3. Provide training to shelter staff regarding community resources and other

resources especially around mental health and substance abuse.

4. Participate in HLC-facilitated training and knowledge-sharing on

navigating services across the Commonwealth.

5. Help inform HLC's ongoing work with Executive Office of Health and

Human Services (EOHHS) agencies and CoC's by identifying areas where

coordination could be improved and where service gaps exist.

6. Track and aggregate data for system navigation efforts.

Communication/Reporting
Provide consistent multi-directional communications accounting for different

styles and needs.
Provide statistical and programmatic information needed, ensuring timely billing

of all contracts.
Interacts with HLC and ensures compliance with EA Scope of services.
Maintain accurate reporting in state required client information management

system.
Ensure that program staff accurately captures both qualitative, quantitative

programmatic and clinical data. Support the development and implementation of

a cohesive reporting system.
Represent the organization and the program effectively both internally and

externally.
Prepare necessary data, provide information, and produce routine reports that

reflect client outcomes and demographics.
Interface effectively with the Program Coordinator to track agency compliance

with required documentation and data collection efforts.

QUALIFICATIONS:
Master's degree in social work.
Currently licensed in the state of Massachusetts as a LCSW or license-eligible in

the state of Massachusetts as a LCSW.
3-5 years of progressive supervisory experience,
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