Young Adult Shelter Program Manager

Urban Peak; Denver (CO); On-site; USD 65,000 - 90,000; Full time

Job summary

Urban Peak in Denver seeks a Young Adult Shelter Program Manager to oversee 24/7 services for youth ages 18-24. You will supervise staff, coordinate volunteers, ensure data quality in HMIS/Salesforce, and maintain compliance with health and shelter regulations.

This role emphasizes trauma-informed care, staff training, and collaboration with the Assistant Director of Shelter Services to develop shelter programs. Strong communication, confidentiality, and multi-tasking are essential.

Qualifications

• Master's degree in social work, psychology, or child development with 2+ years' treatment-oriented or case management experience; OR bachelor's degree with 3+ years' youth work; OR 5 years' FT experience with homeless/youth.
• Experience supervising staff and managing residential/shelter programs preferred.
• Ability to maintain thorough client files and data quality across HMIS/Salesforce.

Responsibilities

• Provide milieu supervision and trauma-informed services to youth.
• Ensure accurate documentation of services in Salesforce and maintain data quality.
• Oversee program operations including staffing, training, and 24/7 shelter coverage.
• Ensure compliance with grants, licensing, and program requirements; manage inventory and purchasing.
• Supervise staff and ensure performance reviews and positive employment culture.

Skills

Staff supervision

Trauma-informed care

Data management

Cultural responsiveness

Multitasking

Communication

Education

Master's degree in social work/psychology/child development

Bachelor's degree in behavioral science or related field

5 years FT experience with homeless/youth

Tools

Salesforce

Microsoft Office Suite

Job description

Job Summary

Under the supervision of the Assistant Director of Shelter Services, the Young Adult Shelter Program Manager is responsible for the overall oversite and administration of the Young Adult Shelter program, which offers 24/7 services to youth ages 18-24, and always ensures adequate staffing. This includes response to emergency situations, supervision of Life Skill Managers, full-time volunteers, and relief staff. The Young Adult Shelter Program Manager is also responsible for the oversight of HMIS/Salesforce data quality, QMAP requirements, maintenance of physical space, as well as oversight of youth activities and working closely with the Assistant Director of Shelter Services to assist with shelter program development. In addition, they will act as liaison between the Volunteer Coordinator and volunteers at the shelter, communicating needs and ensuring all volunteers feel welcome and have an understanding of the Young Adult Shelter. This role will also be responsible for oversight and understanding of health department regulations, as well as training new staff in their positions. They will ensure that interactions, interventions and environments at Urban Peak are trauma informed and emphasize the physical and emotional safety of youth and staff.

Who You Are:

• A master's degree in social work, psychology, or child development AND a minimum of two (2) years' treatment-oriented or case management experience; OR a bachelor's degree in behavioral science, human services, or related fields AND three (3) years' experience working with children/youth; OR 5 years' full-time (FT) experience with homeless or runaway youth.
• Experience supervising staff and managing a residential and/or shelter program are preferred
• Confidence in timely and accurate data collection and the ability to maintain accurate and thorough client files (this position will utilize Salesforce)
• The ability to connect well, work effectively and communicate in a culturally responsive manner with a diverse youth population.
• Ability to handle multiple tasks and to assess and change priorities based upon agency and client needs, in an environment that sometimes includes interpersonal conflict and chaos
• Skilled in mediating and de-scaling, particularly in sensitive situations.
• Able to make sound decisions, using available information while maintaining appropriate confidentiality.
• Able to function as a member of an interdisciplinary team and work with collaborating agencies.
• Must be team-oriented and able to coordinate with various departments and staff.
• Lived experience reflective of the youth we serve encouraged but not required
• Must be computer proficient and possess experience of Microsoft Office Suite (e.g. Outlook, Word, PowerPoint, and Excel)
• Understanding of the provision of and commitment to trauma-informed care and positive youth development
• Must be insurable as a driver on Urban Peak's auto liability policy in order to conduct business on behalf of the agency or transport youth using an Urban Peak vehicle and/or an approved personal vehicle
• Must be QMAP-certified or eligible for QMAP certification.
• Ability to use second language in written and verbal communication is desired but not a requirement (most common languages in the Denver Metro area).
• Must pass both federal and state background checks
• Must pass pre-employment physical
• Must pass pre-employment tuberculosis (TB) screening
• Ability to provide proof of education (HS Diploma OR Official Transcripts)

What You Will Do

Milieu Supervision

• During coverage of floor shifts or on holiday and on-call shifts, the Young Adult Shelter Program Manager focuses their attention on providing oversight of the shelter milieu area.
• Provides services for youth through a trauma informed approach, working to ensure the physical and emotional safety f the youth and their environment.
• Provides programming that supports the building of healthy relationships, as needed.
• Works alongside kitchen staff and volunteers to ensure meals are prepared in a safe, clean, and efficient manner.
• Works with youth to maintain cleanliness of their environment. Provides direction and support to youth on the completion of daily chores.
• Maintains a welcoming presence and support youth who enter the program through intakes, tours, and bed assignments.
• Provides crisis intervention and de-escalation support, including verbal and physical altercations, and phone counseling, as needed.

Documentation

• Ensures accurate documentation of all services (including intakes, assessments, case notes, treatment plans, as well as individual and bulk services) in Salesforce.
• Ensures all client documentation is in accordance with programmatic data quality standards.
• Obtains Releases of Information for all communication with external supports on behalf of client.
• Documents significant events and client updates in the Communication Log.
• Maintains clear and effective communication with other staff regarding clients.
• Ensures client confidentiality through the safe and secure storage of client information.
• Completes thorough intakes in a manner that begins to establish comfort and trusting relationships.
• During intake, assesses the level of need and make recommendations regarding youth's involvement in Urban Peak. Establishes plans with youth, ensures follow through, and makes appropriate referrals.

Program Oversight

• In conjunction with the Assistant Director of Shelter Services, maintains compliance with all the various grants and their programmatic requirements, shelter licensing requirements, responds to licensing inquiries as needed and participates in audits and licensing visits
• Oversees inventory and purchasing of shelter supplies.
• Plans and coordinates position-specific training for new hires
• Plans and facilitates Shelter meetings in coordination with Assistant Director of Shelter Services
• Actively participates in Program Manager meetings and agency-wide leadership meetings
• Builds weekly staffing and station schedules for the shelter space, ensuring 24/7 coverage of shelter operations
• Completes monthly requirements to account for program expenses, including billing, grant reporting, and credit card reports.
• Coordinates with the Development Team to ensure accurate sharing of program updates and client narratives

Quality Assurance

• Responsible for QMAP compliance and providing correction/documentation of errors
• Responsible for HMIS/Salesforce quality assurance and accuracy of electronic and hard copy youth filesEnsures accurate program intakes and recording of client services
• Ensures all grant requirements are successfully met, tracked, and reported

Supervision

• Effectively supervises and manages direct reports and provides, by example and leadership, motivation and direction to employees of the organization
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable state and federal employment laws
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; recognizing and rewarding employees; corrective disciplinary procedures and practices (under direction of the Director of Shelter Services addressing complaints; and resolving problems
• Ensures annual employee performance reviews are conducted in a timely and effective manner. Evaluates performance of employees for compliance with established policies and objectives of the organization and contributions in attaining objectives
• Helps set the tone of the department to ensure high morale, teamwork, and that the positive employment culture of the orga