Supportive Services Manager

The Road Home; Salt Lake City (UT); On-site; USD 48,000 - 54,000; Full time

Benefits offered by this job

Health Insurance

Retirement Plan

Paid Time Off

Training & Development

Life Insurance

Public Service Loan Forgiveness (PSLF)

Education/tuition assistance

Job summary

The Road Home is seeking a dedicated, in-person Supportive Services Manager to lead a team of case managers at the Gail Miller Resource Center in Salt Lake City. You will coordinate services, engage community partners, and drive individualized, trauma-informed support to help guests move into stable housing.

Reporting to the Resource Center Director, you’ll set goals, track progress, and push program improvements while maintaining strong staff oversight and collaboration across the agency.

Qualifications

• Experience in case management, crisis services, or social services.
• Direct supervisory experience is preferred.
• Knowledge of homeless resources and program management is preferred.

Responsibilities

• Lead a team of case managers and oversee service delivery at the Resource Center.
• Coordinate with community partners to ensure quick access to resources.
• Monitor program data and adjust scope to improve housing outcomes.
• Provide trauma-informed leadership and feedback to staff.
• Ensure adherence to agency protocols and engage in continuous improvement.

Skills

Supervisory experience

Trauma-informed care

Case management

Communication

Program management

Data analysis

Team leadership

Interpersonal skills

Cultural humility

Tools

Microsoft Office

Job description

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, andhousing-focused-minded rentalassistancethat helps individuals and families step out of homelessness and back into the community.We areseekingcompassionate 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

Our mission to help people experiencing homelessness is strengthened by a highly qualified team with a variety of perspectives, backgrounds, and experiences. We are committed to fostering a workplace where everyone feels valued, respected, and empowered to contribute their unique strengths.

We welcome applicants from all walks of life who share our passion for ending homelessness, collaboration, and compassion. Together, we can create a supportive environment where every voice is heard, and every person has the opportunity to succeed.

BENEFIT SUMMARY

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

JOB SUMMARY

The Road Home is seeking a highly motivated individual who is committed, compassionate, willing to be challenged, and who wants to make a difference in the lives of others. Reporting to the Resource Center Director, the Supportive Services Manager is responsible for leading the efforts of a dedicated team of supportive Case Managers that provide various services to guests at the Resource Center. The Services Team is focused on engaging with and providing individualized support for all guests to ensure each person at the resource center can quickly transition back into stable housing. In addition, the Supportive Services Manager plans, organizes, leads, and provides ongoing support for new initiatives, tailoring programs to the changing needs of those served. By providing strong leadership, setting departmental goals, tracking progress, and adjusting program direction to maximize positive housing outcomes as necessary, the Supportive Services Manager will ensure those who turn to us in need receive individualized, trauma-informed support and are able to step out of homelessness and back into housing.

*This is an in-person position.

*Applicants mustbe authorized towork for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visaat this time.

Position(s) Available

1

Location

Gail Miller Resource Center (GMRC)

242 W Paramount Ave, SLC UT 84115

Reports to

Resource Center Director

Position Status

Full-Time

Shift/Schedule

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

Pay Grade and Starting Rate

Grade 9/$24.25/hour

FLSA Status

Exempt

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Review services offered at the Resource Center on an ongoing basis and developnew programsas needsemerge.

• Identifyand share community resources that best serve guests' needs.

• Communicate with community partners and internal teams to coordinate quick and efficient access to resources for staff and guests.

• Serve as the point of contact for case management with onsite community partners.

• Analyze program data and adjust program scope and direction as needed to improve efficiency and increase positive outcomes.

• Serve as an integral member of the agency's leadership team, providing feedback on staff and guest concerns and contributing to strategies that enhance service delivery.

• Collaborate with other supervisors and teams across The Road Home to create consistency in services across homeless resource centers.

• Observe emerging trends for programparticipantswithin the homeless service sector.

• Proactively engage in problem-solving and programmatic change.

• Identifyprocess inefficiencies and activelyparticipatein quality improvement efforts.

• Complete special agency projects as assigned and needed.

• Attend mandatory agencytraining, including Trauma-Informed Care,HousingFocused, De-escalation, Suicide Prevention, CPR, and more.

• Participate in emergency drillsand environmental safety activities,asrequired.

• Follow all agency protocols for security, safety, and sanitation tomaintaina clean and secure environment for guests and staff.

• Maintain regular and reliable attendance as an essential function of this position.

Supervisor Duties and Responsibilities

1. Model trauma-informed leadership in all interactions with staff and guests.
2. Provideclear, constructive feedbackto 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 ensuringequitabledistribution of workload.
5. Resolve conflictspromptly and professionally, using de-escalation techniquesand leading difficult conversations with kindness and directness.
6. Uphold agency policiesconsistently 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 correctiveactionswhen needed, with measurable goals, equipping staff with the tools and guidance to achieve success.
9. Collaborate cross-departmentallyto align team goals withorganizationalmission.
10. Monitor and ensure completion of all mandatorytraining, whilemaintainingaccurateparticipation records.
11. Track and report on team performance metrics (attendance, outcomes, etc.),as needed.
12. Perform employee evaluations as scheduled, offeringactionablefeedback and tailored support.
13. Advocate for staff needswhile 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 actionsthat foster genuine belonging.
• ImplementHousing Focusedprinciples,risk managementstrategies, andhigh-accessservices as foundational to our mission.
• Maintainhealthy boundaries using trauma-informed approaches in all interactions.

*Other duties as assigned.

*Reasonable accommodations may be considered to enable all individuals to perform these essential functions, so please still apply.

EDUCATION AND EXPERIENCE

• Case management, crisis services, social services experience, or lived experience with diverse populations isrequired.
• At least one year of direct supervisory experience is strongly preferred.
• Knowledge of homeless resources, social services, and program management is preferred.
• Experience working with diverse and/or vulnerable populations isrequired.

SKILLS AND EXPECTATIONS

• Model cultural humility in all interactions with staff, guests, and community partners.
• Model compassionate, trauma-informed case management and support at all levels of engagement with guests.
• Communicate effectively and handledifficult situationswith professionalism, compassion, and a trauma-informed perspective.
• Lead and support a team of case managers with confidence, providing clear direction and constructive feedback.
• Stay organized and manage multiple priorities, deadlines, and program requirements effectively.
• Analyze program data and outcomes toidentifytrends, measure progress, and inform continuous improvement.
• Strong interpersonal skills and ability to work with diverse populations.
• Providethoughtful and attentivecustomer service by communicating clearly and handlingdifficult situationswith professionalism, patience, and empathy.
• Use computer programs (email, spreadsheets, and more) and havestrongcomputer skills.
• Ability to accept supervision, direction, and feedback with openness.
• Communicate clearly and effectively with clients, coworkers, and supervisors using verbal and written communication.

PHYSICAL AND EQUIPMENT REQUIREMENTS

• Ability to lift and move heavy itemsduring client move-outs (25 pounds minimum)
• Ability to sit, stand, andmovefor 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.