Assistant Manager, Shelter Operations

Job Summary

The Assistant Manager, Shelter Operations, along with Assistant Manager,  Supportive Housing, plays a key leadership role in the daily operations of a 42-bed low barrier emergency harm reduction shelter and provides on site support and coverage to an attached 49 unit supportive housing program, including 22 enhanced care units for tenants with complex physical, cognitive, or behavioral health needs.
 

This role supports the Manager in ensuring both programs operate safely, effectively, and in full alignment with BC Housing operational standards, harm reduction principles, trauma informed care, and union collective agreements.

The Assistant Manager provides supervision to unionized staff, oversees shift operations, responds to crises across the site, and ensures consistent service delivery for individuals with overlapping needs related to homelessness, substance use, mental health, and chronic health conditions.

Work Performed

Operational Leadership – Shelter & Supportive Housing

·         Support day to day operations of a 24/7 emergency shelter and same site supportive housing program.
·         Ensure compliance with BC Housing standards, service agreements, and reporting requirements.
·         Maintain safe, inclusive, low barrier environments across both programs.
·         Provide operational oversight when the Senior Manager is off-site, including decision-making authority during emergencies.
·         Coordinate communication flows between shelter and housing teams to maintain consistency.
·         Performs other duties as required. 

Leadership & Supervision

·          Provide on shift supervision, coaching, and direction to unionized frontline staff and case management team (shelter, housing, and enhanced care teams).
·         Assist the Senior Manager and Assistant Manager, Supportive Housing with recruitment, scheduling, grievances, investigations, and adherence to collective agreement provisions.
·         Recruits, interviews, and selects staff in consultation with Senior Manager and Human Resources.
·         Participate in performance evaluations, progressive discipline, and documentation.
·         Support onboarding, orientation, and ongoing training of all unionized staff.

Client/Tenant Support & Harm Reduction Practice

·         Promote and model harm reduction, trauma informed, culturally safe, and client centred practices.
·         Support shelter clients and housing tenants with:

• crisis intervention and de-escalation
• overdose prevention and response
• wellness checks and safety planning
• case management
• referrals and coordination with internal and external services

·         Ensure enhanced care units operate with consistent support for residents with increased medical, cognitive, or behavioural needs

Cross Site Crisis & Incident Management

·         Respond to behavioural, medical, and environmental emergencies across the shelter and the housing building.
·         Lead critical incident response when required, including overdose management, evacuation, conflict resolution, and safety interventions.
·         Ensure timely, accurate incident reporting to the Manager and BC Housing when applicable.
·         Follow up on incidents with staff debriefs and operational adjustments. 

Administrative, Compliance & Reporting Duties

·         Assist with BC Housing reporting requirements, including occupancy, incident summaries, inventory, and KPI data.
·         Maintain accurate logs, case notes, and shift communication tools.
·         Support financial tracking, petty cash, unit turnover processes, and supply/harm reduction inventory management.
·         Participate in audits, inspections, and continuous improvement initiatives

Quality Assurance

·         Ensures that Chilliwack’s Housing & Shelter programs operate in compliance with Phoenix Society Policy and Procedures and all relevant health and safety legislation.
·         Participate in the Occupational Health and Safety (OH&S) committee to ensure compliance with Workers' Compensation requirements, Fraser Health Authority infection control policies, Community Care Facilities Licensing and other applicable legislation.
·         Maintains up to date knowledge office safety regulations and other emergency policies and procedures and scheduling and coordination of safety drills with building stakeholders.
·         Organizes and assembles monthly administrative reports for the Senior Manager
·         Leads on maintaining high standards of work quality.
·         Participates in the rotation as ‘On Call’ during evenings, weekends, and holidays

 Qualifications

·         Position requires a university degree. Preference given to those with a degree in a relevant discipline, e.g., social services, business management. Equivalent experience and education accepted.
·         A minimum of three years of progressively responsible and effective leadership and management of shelters, supportive housing, or harm reduction settings.
·         Prior experience working with unionized staff is highly preferred.
·         Knowledge of BC Housing standards, shelter guidelines, and case management expectations.
·         Experience supporting individuals facing homelessness, substance use, mental health challenges, and chronic health issues.
·         Satisfactory completion of a criminal records check with vulnerable sector screening is required.
·         Satisfactory completion of Tuberculosis Screening form is required.
·         Satisfactory completion of Employee Immunization Record is required.
×           Required Training or Certification in:         
                         (a)  First Aid Level 1 with CPR
                         (b) Naloxone/overdose response
                         (c) Nonviolent crisis intervention
                         (d) Trauma informed practice

 Skills & Knowledge

·         Leadership & Supervision – ability to guide union staff while enforcing policies and collective agreement standards.

·         Harm Reduction Expertise – strong understanding of substance use, safer use practices, and overdose response.

·         Decision-Making Under Pressure – confident in emergencies, able to manage competing priorities.

·         Collaboration – works effectively across multidisciplinary teams.

·         Case Management – strong case management skills

·         Communication – clear, consistent, respectful, and documentation-focused.

·         Cultural Safety & Inclusion – applies anti-oppressive and decolonizing approaches.

·         Boundary Management & Professionalism – maintains ethical, client-centered practice.

·         Computer: proficient in MS Windows, Word, Excel, Email, and Internet, experienced in database management

Working Conditions

·         Fast-paced, 24/7 environment with exposure to crises, overdose events, and challenging behaviours.
·         Regular movement between shelter and supportive housing program spaces.
·         Flexibility required for shift coverage, evenings, weekends, and on-call rotations.
·         Light physical tasks, including responding to medical emergencies and supporting enhanced care unit operations.

Competencies:

Approach to Work

·         Demonstrates initiative, flexibility, adaptability, and resourcefulness.
·         Actively seeks and incorporates feedback to inform continuous self-improvement.
·         Sets goals, creates, and implements action plans, monitors progress, and evaluates results.
·         Adeptly manages competing tasks and uses time efficiently and effectively. 

Job Knowledge & Quality of Work

·         High degree of relevant and current job knowledge and skill.
·         Consistently produces accurate, thorough, high-quality work in a timely manner.
·         Builds and promotes a culture of health and safety in the workplace.
·         Implements and enforces best practices in health and safety within the workplace.

 Judgement & Decision-Making

·         Models independent thinking and creativity.
·         Demonstrates effective problem-solving skills.
·         Makes clear, consistent, transparent, and timely decisions after contemplating various available courses of action.
·         Exercises sound judgment in the best interests of the organization.

 Communication & Interpersonal Skills

·         Expresses themselves clearly and professionally both verbally and in writing.
·         Displays high emotional intelligence; uses tact and diplomacy in dealing with sensitive, complex and confidential situations.
·         Has a manner, style and presence that makes a positive impression.
·         Listens to and considers others’ views.

 Personal Leadership

·         Models the organization’s core values of social justice, teamwork, social innovation, and strength-based practices.
·         Fosters enthusiasm, energy, and commitment.
·         Takes responsibility for personal actions, performance, and health.
·         Is reliable and accountable; shows up on time ready to work. 

 Teamwork & Collaboration

·         Effectively works with their colleagues to ensure organizational success.
·         Champions positive working relationships with staff and external stakeholders.
·         Supports an environment of openness, and champions teamwork and communication across programs.
·         Leverages the expertise and experience of others for organizational success.

People Leadership

·         Takes responsibility for the success of the organization.
·         Inspires, motivates and influences others in the organization.
·         Acts as an ambassador of the organization, promoting the values and mission.
·         Demonstrates pride and enthusiasm to the team and promotes cooperation, fairness and equity.  

People Management

·         Displays interest, concern and respect for their staff and their staff’s development.
·         Establishes clear roles, responsibilities, priorities and performance targets for staff.
·         Motivates, develops and retains a talented, high-performing team.
·         Gives recognition and acknowledgement to staff for their achievements. 

Task Leadership

·         Able to translate the strategic goals and priorities of the organization into an achievable and measurable operational plan for their unit. 
·         Makes clear, consistent, transparent, and timely decisions.
·         Displays effectiveness, assertiveness, and persistence in the pursuit of program goals.
·         Able to identify gaps in knowledge or capacity and seek the appropriate support and/or resources. 

Task Management

·         Strives for high-quality performance and takes initiative to seek improvement in outputs and efficiencies.
·         Delegates appropriately to fully utilize their staff to accomplish program goals.
·         Creates a sense of accountability for results.
·         Oversees and manages the organization’s resources, including ensuring sound financial management.