POSITION DESCRIPTION: This position is responsible for all duties related to the programmatic aspects and management of the Emergency Services Program (ES) inclusive of 24-hour shelter/hotel and crisis line services. The ES Manager works to develop an advocate team that ensures delivery of trauma informed, survivor-centered, and culturally responsive services in a safe, clean, welcoming, and inclusive environment. This position maintains a high-level of accountability and decision making in providing quality programming, strategic planning, and employee management. The ES Manager directly oversees all fulltime ES positions and others as assigned. The ES Manager works with the program team to meet the dynamic changing needs of victims/survivors of domestic and sexual violence and human trafficking/sexual exploitation during their residential stay and transition from shelter. This position will be responsible for maintaining strong relationships with communities, service providers, and systems partners. The ES Manager works together with Cornerstone’s Administration Program, to ensure the shelter retains the necessary food, basic supplies, and personal items for participants and is a well-maintained facility.
A minimum of a Bachelor’s degree in social work, human services, non-profit management or related field. Minimum of 2-3 years of experience providing direct services and a minimum of 2 years supervision experience in an environment that is responsive to individuals and families who have experienced trauma and violence. Length of experience in a social service field and may be considered in lieu of educational requirements.
Hours/Schedule: This position requires a flexible work schedule which varies based on supervisory and program needs including some evening, overnight, and weekend hours. This position may include an on-call rotating schedule to assist with after-hours staff support, coaching and direct service coverage. Additional coverage and support may be needed to provide essential services needed during a local/national concern or major public awareness events.
· Strong skillsets in staff supervision and understanding of trauma-informed, survivor-centered, and culturally responsive practices.
· Knowledge and experience in working with diverse, marginalized, and/or underrepresented communities, and the micro, mezzo, and macro impact of trauma/violence in culturally based context.
· Ability to develop programming, evaluation, and informed practices that meets the unique, diverse, and changing needs of victims/survivors and their families experiencing trauma and violence.
· Competency in modelling, training, and assisting advocates in assessing, deescalating, and communicating in a calm, trauma-informed ways with participants in crisis.
· Understanding of the social services, criminal justice, and mental health delivery systems which interface with victims/survivors. Emphasis on community organizations and resources serving diverse, marginalized and/or underrepresented communities.
· Sound organizational and time management skills with the ability to be proactive and flexible as priority issues arise.
· Familiarity employee record-keeping, and related administration tasks.
· Knowledge and experience in managing residential facility maintenance services, vendors and adequate supply and food inventories.
· Excellent written and verbal communication skills with some experience in public speaking, training, and meeting facilitation and displays enthusiasm for learning, mentoring, and sharing information.
· Preferred 40-hour sexual assault certification or the ability to complete training within 6 months.
· Knowledge and aptitude with Microsoft Office, client databases, and other technology.
· Must live within reasonable distance (within 30 minutes) from the Cornerstone’s Bloomington site.
· Valid driver’s license, automobile insurance and reliable vehicle (Valid Driver’s License and auto insurance must be on file with HR).
· Multilingual candidates preferred.
ESSENTIAL DUTIES and RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Essential responsibilities include but are not limited to the following:
Oversight Leadership, Supervision and Programming (60%)
· Oversees, develops, and evaluates shelter/hotel and 24/7 crisis line programming in alignment with Cornerstone’s (CAS) mission, philosophy, and values.
· Builds and maintains strong working relationships with all ES employees to foster and promote a cooperative and harmonious working climate, which leads to strong employee morale, productivity, and efficiency/effectiveness.
· Provides professional supervision, performance management, coaching, role modeling, and accountability of fulltime ES advocates and others as assigned. Minimum bi-weekly supervision meetings for fulltime and regularly scheduled part-time staff assigned.
· Ensures that all staff, volunteers, and interns employ best practices related to data privacy, confidentiality, and advocacy.
· Oversees hiring, orienting, and training new ES staff/volunteers/interns. This includes development, maintenance, and evaluation of new staff/volunteer training, checklists, manuals, and materials to ensure they are providing trauma informed, survivor-centered, and culturally responsive services.
· Creates and delivers on-going team opportunities for meetings, trainings, and feedback sessions with an emphasis on programming, services, and strengthening diversity, equity, and inclusion initiatives.
· Coordinates with the Day One (DO) Manager in cross-training of ES and CC advocates to provide 24-hour shelter and Call Center coverage. Meets on-going with DO leadership regarding 24/7 programming to strengthen cross program relationships, identify related successes and challenges, and assess with recommendations employee retention, incentives, on-call responsibilities, and application of HR polices/practices.
· Oversees, strengthens, and expands community collaboration and referral relationships other organizations providing culturally co-advocacy services inclusive of ThinkSelf, Asian Women United, Casa de Esperanza and OutFront Anti-violence program. In coordination with the Advocate and Diversity Coordinator, create and establish additional relationships with other organizations to provide culturally based support that meets the diverse needs of ES participants.
· Utilizes participants’ feedback to guide programming changes to meet their current needs and
· Develops, monitors, and maintains program measurement tools, logic models, work plans, outcomes, and goals to measure effectiveness, quality, and quantity participant services.
· Coordinates with administrative agency assistant and maintenance to ensure adequate food, supplies and basic needs inventories are kept, and shelter repairs are prioritized and accomplished. Maintains certified food manager compliance for Second Harvest distribution and other related requirements.
· Ensures a safe, accessible, welcoming, clean, and environment for all.
· Other responsibilities as deemed necessary by the Program Director to support and enhance the ES program and the organization.
ES Direct Services Staff Support (25%)
· Oversees primary advocates’ work with participants in their progression toward goals, safety planning and transitioning from shelter/hotel.
· Works with other ES leaders in enhancing advocates’ comprehensive knowledge of social, mental health, and housing services to assist participants in understanding and navigating these systems. Emphasis on additional barriers within these systems that may impact diverse, marginalized and/or underrepresented communities.
· Ensures that ES advocates are well-versed in and model Day One (DO) informative practices, technology, protocols, partner relationships, and related services.
· Initiates and monitors the creation and maintenance of resources, referrals and training manuals to keep ES advocates current with all information/tools needed to perform their jobs effectively.
· Collaborates with Criminal and Civil Justice supervisors (CCJI), in revising, maintaining, and training advocates in Law Enforcement intervention reports and interactions to ensure immediate participant follow-up and accurate recording in the Apricot database.
· Available to assist with resident participant’s needs, walk-ins, and crisis line coverage.
OTHER ESSENTIAL DUTIES:
Administrative Responsibilities (15%)
· Responds in a timely manner to requests from Program Director, Finance, Development and Human Resource teams to support the grant writing process, funder requests, employee management, and budget expense control.
· Oversees and coordinates ES-related contacted services inclusive of transportation, interpreter services and other outside vendors.
· Maintains accurate employee records including timesheet review and signatures, supervision/coaching sessions, schedules, and other related personnel paperwork.
· Reviews and monitors supervisors’ Apricot quarterly reports and other tracking methods. Works with advocates to assure data entry is completed and errors are corrected promptly and accurately. Provides/monitors on-going database training, as necessary.
· Oversees and prepares internal and external statistical reports not available in Apricot.
· Prepares and submits to Program Manager coded credit card charges and other invoices within timelines set by Finance and Administration.
· Properly documents all critical incidents: child protection reports, emergency response calls, and participant injury/concerns.
· Other responsibilities as deemed necessary by the Program Director to support and enhance Emergency Services, community relationships, and the organization.
· Promotes Cornerstone Advocacy Service’s (CAS) mission, philosophy, and values.
· Displays high ethical and professional standards.
· Models’ leadership and commits to the continuing growth in CAS’ Diversity, Equity, and Inclusion strategic actions.
· Attends supervision, staff meetings, and trainings as required.
· Ensures safe, clean, welcoming, and accessible environments at Bloomington, Minneapolis and other off-site locations utilized by program staff.
· Participates in internal committees and represents CAS on external committees based on interest/assignment and approval by supervisor.
· Maintains positive and enthusiastic attitude with personal accountability and that of your employees. Provides direct and honest communication with all employees inclusive of modelling and coaching in peer-to-peer feedback/courageous conversations aligned with the agency’s recommended practices. Identifies and capitalizes on strengths in your team and across organization encouraging continuous growth and development of staff.
· Keeps Program Director apprised of one’s own professional growth, accomplishments, strengths, and staff feedback, performance, and program needs.
· Ensures the development and maintenance of program policies and procedures manual along with new employee training materials and checklists.
· Willingness to engage in reflection on power and privilege as it relates to work within our organization and within communities impacted by violence and trauma.
· Maintains communication processes with supervisor to ensure clarity about programming and staffing responsibilities, successes, challenges, and concerns. Attends and contributes to Program Leadership Team meetings, assignments, and trainings. Works pro-actively, and positively, with all other Executive Team members – helping to create an environment of mutual respect and maintenance of a high performing team.
· Remains well informed of employee handbook changes, policies, and practices. Stays apprised of organizational activities, process changes and updates, and general information by reviewing regularly CAS Connect/TEAMS staff pages.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities and those who may be Deaf/Hard of Hearing, to perform the essential functions. While performing the duties of this job, the employee in this position communicates with staff, callers, and attend meetings. This position requires exchanging accurate information to meet the expectations of this position. The employee is frequently required to use manual dexterity for use of objects, tools, or controls as well as visual acuity. This position requires remaining in a stationary position 50% and move about throughout the Minneapolis site and as needed, in Bloomington. The employee constantly bends, lift, stoop, kneel, crouch, and stretch. This position requires lifting and/or moving up to 25 pounds. The employee should always request assistance if any object needs to be lifted and the employee feels that their capabilities are such that the specific item to be lifted is beyond the employee’s abilities. No employee should attempt to lift more than what is comfortable for them. If such a situation should arise the employee should notify their supervisor to find help with lifting any item regardless of weight if the object to be lifted is awkward or difficult to lift in any way.