Job Information
Hildebrand Self-Help Center Family Shelter Manager- Scattered Sites/Co-Sh in Cambridge, Massachusetts
The Family Shelter Manager (FSM) will join one of the largest providers of services for
families experiencing homelessness in the Metro Boston Area. Founded in 1988,
Hildebrand is solely focused on families experiencing homelessness. Hildebrand’s
mission is to transition families out of homelessness to safe, affordable, permanent
housing while working to disrupt the systems that lead to poverty and homelessness.
Hildebrand operates 157 units of emergency shelter throughout the neighborhoods
Boston and Cambridge and 22 units of affordable housing in four buildings and an array
of services that include case management, housing search, and stabilization services to
ensure families remain stably housed. Hildebrand is a rapidly growing organization with
a staff of 60 employees and operates on a $9.1M budget.
Our vision is Every Family Has a Home.
SUMMARY:
The primary functions of the Family Shelter Manager (FSM) is to oversee Hildebrand’s
Family Shelter Case Managers (Scattered Site/Co-Shelter) and Housing Specialist
Supervisor (Scattered Site); support, coordinate and drive case management and
system improvements across Hildebrand’s portfolio; and provide system navigation.
Reporting to the Chief Program Officer (CPO), the FSM, is an integral part of the
Programs team, and a key contributor to the organization. The FSM, working in
conjunction with the CPO, the senior leadership team, and program staff ensures the
organization achieves its intended impact on families by accomplishing annual goals
and objectives. The FSM develops, implements, and maintains proactive systems and
approaches that create a supportive, trauma-informed, therapeutic, inclusive, whole-
family environment that is focused on client’s strengths and developing client’s self-
sufficiency. The FSM ensures that families can navigate systems and address barriers
within and out of Hildebrand. The FSM has a strong understanding of homelessness,
crisis intervention, systems and services, mental health, youth and families, domestic
violence, cultural diversity, and inclusivity.
The FSM—with support from Hildebrand’s Clinical Consultant (LICSW)—will educate,
train and provide case consultations to Case Managers to help direct supportive
interventions for clients and families. The FSM will train Case Managers and client-
facing program staff on how to engage parents and/or children in assessments,
case/intervention planning, and safety planning. The FSM will concentrate on
developing the staff working directly with families and providing clinical support ensuring
that there is strong communication and clarity to the multidisciplinary team. The FSM
has direct client interaction in emergencies, special circumstances, when addressing
grievances and domestic violence concerns, modeling for and training staff, and client
workshops.
RESPONSIBILITIES:
Program Planning, Development & Implementation
● Monitor programs for content, quality assurance, service delivery, and procedural
consistency, recommend, and lead ongoing quality improvement initiatives.
● Develop and maintain an environment that fosters communication, collaboration,
and consistency of operations.
● Support Education Navigation program and the education consultant with
supervision of interns and MSW interns.
● Oversee ASQ and social emotional screening, staff training and implementation.
● Ensure a strong balance is maintained between client, staff and organizational
needs.
● Implement HLC’s noncompliance policies with a focus on incentivizing positive
actions and behaviors and proactive approaches.
● Develop, create and implement innovative, productive, and supportive
programming using a trauma-informed model meeting family’s needs and
contributing to the overall milieu.
● Actively participate and contribute to program development that supports
Hildebrand's strategic direction and growth.
● Ensure regular client file and case note audits–especially focused on
assessments–and follow up to ensure timely response by staff to address areas
of improvement.
● Facilitate the assessment of family needs, the implementation of self-sufficiency
plans and the education and advocacy of life skills to achieve organizational
goals.
● Review incident reports and investigate or follow-up to ensure accuracy,
thoroughness and consistency.
● Review incident reports, program violations and other reports to determine what
systemic or operational concerns are present and take appropriate steps to
address them.
● Develop and implement written procedures to provide for the smooth running of
day-to-day operations, the maintenance of the residence and equipment.
● Ensure that all activities are documented in a timely and thorough manner and
ensure that client confidentiality is protected.
● Maintain accurate and timely client documentation and records in accordance
with agency standards of excellence.
● Identify opportunities and improve services to promote client success.
● Manage Case Manager On-Call and provide back-up support to Managers.
Clinical Leadership and Support/Supervision
● In conjunction with the Clinical Consultant, provide clinical administrative
oversight to programs staff and lead or support crisis interventions for emergency
client situations depending on location (Scattered, Co-Shelter, or permanent
housing).
● Provide support and back-up to Congregate clinical needs.
● Lead multi-disciplinary scattered-site and co-shelter team action plans and make
sure they are being implemented and reported on.
● Facilitate and utilize case conferencing and the program team to coordinate and
ensure client support plans are effective and appropriate.
● Provide crisis management, risk assessment, safety planning and mandated
reporting as needed.
● Creates and ensures that risk/safety management systems are developed and
utilized consistently that promote effective communication and coordination of
care.
● Ensure case management is at the highest standard in terms of approach,
implementation, documentation, and tracking.
● Ensure staff are making appropriate referrals for service. Create, implement and
maintain a centralized referral system and process.
● Create plans, training and supports to address client hoarding issues and
concerns.
● Ensure clinical work coordinates and is supportive of housing search and
landlord concerns.
● Serve as the organizations’ Domestic Violence Coordinator ensuring that DV
assessments are placed, tracked and followed up on as well as meeting HLC’s
guidelines for Domestic Violence coordinators.
● Coordinate and advise DCF communications. Report or assist in reporting 51As,
Domestic Violence, and/or SORB issues, and track all open DCF cases, key
contacts, and closed cases.
● Conduct trainings for program staff members and contribute to the delivery of
client workshops.
● Develop, update and maintain Hildebrand’s clinical approach to housing families.
● In conjunction with the Tenant Support Manager, provide direct interventions and
support to Hildebrand’s permanent housing tenants for intensive tenant issues.
● HLC, who oversees Hildebrand’s contract, embraces a Housing First services
approach, and expects that providers will work collaboratively with families to
address barriers that directly impede housing. However, providers should never
require certain barriers be “overcome” before a housing placement can be made.
Leadership/Administration
● As a member of the Programs Leadership Team, the FSM will supervise,
develop, motivate and lead in partnership with the senior leadership team to
advance the strategic direction and help the organization achieve its intended
impact.
● Help drive the creation, development, updating and maintenance of Hildebrand’s
multidisciplinary approach and standard operating procedures.
● Demonstrate leadership by promoting a positive working environment with
transparent communication, inclusive planning and shared vision.
● Lead a multi-disciplinary service team and work in partnership with external
service providers.
● Support the CPO to sustain organizational culture, uphold its values and draw
connections between them and day-to-day operations such that employees
understand how their work contributes to their advancement and organizational
goals. Be an organizational Ambassador.
● Recruit, hire, train, supervise, support and evaluate direct reports to ensure we
retain top talent and staff are aligned with the organization’s values.
● Provide supervision and accountability for direct service delivery of direct reports.
● Ensure all staff related issues are dealt with and followed up on in a fair and
timely manner in accordance with the organizational policies and procedures.
● Support the professional development of staff, their core competency
development, their career pathway and identify their place on Hildebrand’s 9-
Block assessment.
● Work with CPO to develop annual goals and priorities for Programs.
● Plan and co-facilitate regular Program Meetings.
● Follow all organizational fiscal and accounting policies and procedures.
● Ensure that payroll and other reporting requirements are met in a timely manner.
● Assist in creation of the budget, and ongoing management processes.
● Assist in the development and implementation of procedures and policies to
ensure contractual compliance and consistent program delivery across all
participants.
● Participate in regular program evaluations to ensure that all programs are in
compliance with contractual and/or funding obligations including evaluating
program outcomes and measuring achievement of programmatic performance
standards as directed.
● Participate in regularly scheduled meetings with the Operations Department to
promote clear and effective communication and collaboration.
● Ensure that staff proactively address identified areas of concern with clients and
develop plans to assist families in engaging with Hildebrand policies and
procedures.
● Conduct regular supervision with staff and actively participate in department and
organization-wide meetings, workshops and training.
● This is a full-time position requiring on-call support and availability during non-
traditional office hours and during times of crisis or natural disasters.
● Other duties as assigned.
System Navigation
● Respond to challenges in identifying available services and making effective
referrals – particularly for families with complex needs.
● Act as a specially trained, on-demand connections expert, knowledgeable about
service availability and eligibility. Connect with key individuals in other systems
including regional CoCs.
● Act as in-house consultant and support system to case managers, housing
search and stabilization staff who are struggling to help families navigate
complex bureaucracies.
● Focus on the most complex or unique cases where standard case management
approaches are insufficient.
● Specific System Navigator activities include (but are not limited to):
- Aiding case managers in identifying available services and helping
navigate eligibility requirements, especially for families with particularly
complex needs, with the focus on making connections to permanent
services that can be maintained post-placement.
- Developing community linkages with CoC’s and other state and non-profit
entities to ensure effective connections to services, including but not
limited to services providing:
a. Skills; Domestic and Family Violence; Childcare and Children’s
Education including public schools and Head Start; Health Care;
Mental Health; Substance Abuse; Food and Nutrition; Family
Relations/Mediation; Parenting.
b. Adult Education, Training, and Life Skills; CORI resolution and
credit repair; Financial literacy, family budgeting programs, and
basic banking; Employment and Training.
- Provide training to shelter staff regarding community resources and other
resources especially around mental health and substance abuse.
- Participate in HLC-facilitated training and knowledge-sharing on
navigating services across the Commonwealth.
- Help inform HLC’s ongoing work with Executive Office of Health and
Human Services (EOHHS) agencies and CoC’s by identifying areas where
coordination could be improved and where service gaps exist.
- Track and aggregate data for system navigation efforts.
Communication/Reporting
● Provide consistent multi-directional communications accounting for different
styles and needs.
● Provide statistical and programmatic information needed, ensuring timely billing
of all contracts.
● Interacts with HLC and ensures compliance with EA Scope of services.
● Maintain accurate reporting in state required client information management
system.
● Ensure that program staff accurately captures both qualitative, quantitative
programmatic and clinical data. Support the development and implementation of
a cohesive reporting system.
● Represent the organization and the program effectively both internally and
externally.
● Prepare necessary data, provide information, and produce routine reports that
reflect client outcomes and demographics.
● Interface effectively with the Program Coordinator to track agency compliance
with required documentation and data collection efforts.
QUALIFICATIONS:
● Master’s degree in social work.
● Currently licensed in the state of Massachusetts as a LCSW or license-eligible in
the state of Massachusetts as a LCSW.
● 3-5 years of progressive supervisory experience,
● 2 year case management experience
● 5 years of experience in Human Services environment.
● Clinical and biopsychosocial assessment skills.
● Demonstrated knowledge/experience of Trauma Informed Care and Motivational
Interviewing.
● Demonstrated leadership experience, collaborating, and building and fostering
teamwork.
● Experience in managing multiple locations in milieu-based treatment settings
● Excellent verbal and written communications skills.
● Proven ability successfully managing several projects simultaneously, quickness,
agility, and ability to exercise sound judgment in managing a crisis.
● Demonstrated commitment to use innovative ideas in order to address and meet
needs of families experiencing homelessness
● Experience working with people from broadly diverse ethnic, social and cultural
backgrounds.
● Proficient in the use of Microsoft Office and Google suite and must possess
strong computer skills.
● Experience providing and facilitating trainings.
● Experience working with families experiencing homelessness.
● Preferred experience in working with substance abuse, depression, trauma, and
culturally diverse populations.
● Experience with governmental contracts.
ADDITIONAL INFORMATION
● As with all Hildebrand staff positions, a CORI and SORI check is required.
● This position requires a valid driver's license and private transportation or the ability
to effectively navigate traveling to all scattered site locations in a time efficient manner.