Shelter Operations Lead: Guest Safety & Services

Champlain Housing Trust, Inc.; Shelburne (VT); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

On-site role

Job summary

Champlain Housing Trust, Inc. in Shelburne, VT, seeks an Assistant Operations Manager for Harbor Place, a shelter-run hotel serving guests experiencing homelessness.

You will partner with the Operations Manager to ensure a safe, welcoming, well-maintained environment and high-quality service delivery while coordinating social services, hospitality, and facilities. The role requires evening and weekend hours, on-call rotation, and leadership of site staff, contractors, and vendors.

Qualifications

• Bachelor degree or equivalent experience in related field.
• Three years of relevant operational experience required.
• Shelter operations experience and trauma-informed practices preferred.
• Supervisory or coaching experience preferred.
• Experience providing direct service to vulnerable populations required.
• Must demonstrate a solution-oriented approach to crisis management and ability to remain calm under pressure.
• A commitment to providing excellent service to staff and guests is essential.

Responsibilities

• Assist the Operations Manager with building operations, maintenance, custodial functions, technology systems, security systems, and contracted services.
• Coordinate vendors, contractors, service providers, and internal departments.
• Assist in the implementation of preventive maintenance, safety, security, and sustainability initiatives.
• Conduct and/or oversee property and room inspections.
• Monitor and replenish inventory as needed, assist with linen services and operational resources.
• Respond to emergencies and coordinate with first responders, reporting to the Operations Manager and leadership.
• Assist in recruitment, onboarding, training, scheduling, and retention efforts per CHT policies.
• Provide coaching, mentoring, and a positive example to site staff.
• Facilitate cross-training to promote continuity of essential operations.
• Contribute to a positive, collaborative and safety-conscious staff culture.
• Provide exceptional guest service and occupancy management.
• Build partnerships with healthcare, housing, and social service agencies.
• Utilize trauma-informed practices and de-escalation techniques.
• Enforce guest agreements and policies with respect.
• Assist Operations Manager in site programming and invoicing.

Skills

Leadership

Crisis management

Customer service

Team mentorship

Building systems knowledge

Planning & organization

Technology proficiency

Education

Bachelor's degree or equivalent experience

Job description

Champlain Housing Trust, Inc. in Shelburne, VT, seeks an Assistant Operations Manager for Harbor Place, a shelter-run hotel serving guests experiencing homelessness.

You will partner with the Operations Manager to ensure a safe, welcoming, well-maintained environment and high-quality service delivery while coordinating social services, hospitality, and facilities. The role requires evening and weekend hours, on-call rotation, and leadership of site staff, contractors, and vendors.