Position Summary:

This position coordinates and participates in the coverage needed for Weaver Center Crisis/Residential services, including serving as Schedule Facilitator, facilitating onboarding and continuing training for DV Specialists and supervising all PRN staff and PT staff. This role also assists the Director of Crisis and Residential Services in day-to-day operations of the Domestic Violence Shelter.

Relationships and Contacts:

Within the organization: Initiates and maintains professional working relationships with immediate peers, other department peers, other organization employees and immediate supervisor.
Outside the organization: Initiates and maintains professional working relationships with vendors and volunteers, as required.

Essential Responsibilities:

Manages scheduling and operational issues for a 24-hour staffed crisis office, including crisis hotline operations and oversight of resident interactions within the shelter environment.
Provides rotating on-call leadership support to Domestic Violence (DV) Advocates, offering guidance, consultation, and crisis intervention assistance as needed.
Manages PRN and Part-Time DV Advocates, establishing positive working relationships, coordinating staffing logistics, and ensuring adequate coverage to maintain uninterrupted crisis office and shelter operations.
Supervises, coaches, and provides performance management for PRN and Part-Time DV Advocates in a consistent, timely, and supportive manner, ensuring accountability and professional growth.
Coordinates with the Director of Crisis and Residential Services regarding the day-to-day operations of the crisis office, shelter services, and management of the DV Advocate team.
Collaborates with members of the Weaver management team and other YWCA program staff to coordinate referrals, service delivery, and cross-program support to meet the needs of survivors and their families.
Monitors and assists with staff onboarding, training, and compliance requirements, including but not limited to Title IX, VOCA, Crest Customer Care, Trauma-Informed Care, YWCA proprietary training materials, and curriculum from partner agencies.
Coordinates, facilitates, and monitors staff training and professional development initiatives, ensuring employees are equipped with the knowledge, skills, and resources necessary to provide effective services, maintain compliance with organizational standards, and support continuous program improvement.
Ensures domestic violence services documentation, case records, hotline records, shelter files, and program data are completed accurately, consistently, and timely, in accordance with YWCA standards, funding requirements, agency policies, confidentiality standards, and applicable regulations.
Leads quality assurance and continuous quality improvement efforts for shelter, hotline, and advocacy services by conducting routine audits of case files, service documentation, data entry, and program records to ensure accuracy, completeness, compliance, and consistency across programs.
Monitors program data quality and reporting, ensuring information entered into agency and grant databases is accurate, complete, and submitted in a timely manner. Identifies trends, discrepancies, and areas for improvement and implements corrective action plans as needed.
Provides coaching, training, and technical assistance to staff regarding documentation standards, data entry procedures, quality assurance findings, and compliance expectations to support program excellence and accountability.
Oversees the Avigilon Video security and Alta access control systems, including keycard creation and management for clients and staff, monitoring system functionality, coordinating repairs and maintenance requests, and ensuring facility security protocols are maintained.
Supports compliance with grant, contractual, licensing, accreditation, and agency requirements, ensuring documentation, service delivery, and data collection practices meet established standards.
Provides after-hours and weekend on-call leadership support for crisis services on a rotating schedule, responding to emergencies, operational concerns, and staff support needs as required.
Facilitates team meetings, monthly staff meetings, individual supervision meetings, case consultation discussions, and transitional meetings as needed to support communication, accountability, and service quality.

Additional Responsibilities:

Attends All-Staff, programs, relevant community collaboration meetings and other meetings as requested.
Professionally represents the YWCA brand in an appropriate manner at relevant meetings and forums.
Ensures coordination of volunteers and interns, providing training and supervision.
Ensures implementation of and adherence to policies and procedures of YWCA and program services.
Protects resident confidentiality and confidentiality of records.
Provides transportation when necessary.
Perform other duties as assigned.

Education and Experience:

Requires a bachelor’s degree in a related field of work or equivalent relevant work experience.
Previous leadership and team management experience of 2 years is required.
Training in crisis intervention, domestic violence, trauma-informed care preferred.
Experience in managing a 24-hour residential program or related field including crisis services or shelter operations required.
Must demonstrate experience working with victims of domestic violence or similar populations.

Physical Requirements:

Ability to lift or move materials with various weights up to 30 lbs.

Ability to stand for extending periods of time.
Ability to travel throughout community to participate in job sanctioned activities.
Ability to speak concisely.
Ability to move throughout the building as well as sit or remain stationary for extended periods of time.
Must have the ability to speak, hear, sit, stand, walk, reach, climb or balance, stoop, kneel, crouch or crawl.
Tolerant to extreme noise levels: noise level in the work environment varies – may be very quiet to very loud.

Other Requirements:

Position requires incumbent to have a valid driver’s license, vehicle insurance, a clear driving record for the last three years and use of a personal vehicle.
Ability to work extended or flexible hours, including nights and weekends when appropriate.
CPR Certified.

Skill Competencies:

Excellent leadership skills, including leading through crisis and leading by example (servant leadership).
Ability to maintain a rational and objective demeanor when faced with stressful or emotional situations or people and exercise sound judgement.
Effective verbal and written communication skills.
Knowledge of trauma informed care and ability to train others on this practice.
Knowledge of the cycle of domestic violence.
Knowledge of positive youth development principles and ability to work with children of all ages.
Excellent interpersonal and relationship building skills.
Highly organized and self-motivated, able to work efficiently on an individual basis or as part of a team.
Cultural sensitivity and experience in serving diverse populations.
Proficient in MS Word, Excel, PowerPoint and ability to troubleshoot database applications.
Understanding and sensitivity of the intersectionality of race and domestic violence.
Willingness to support the mission of the YWCA and ability to convey its importance both verbally and in writing.

The YWCA Nashville & Middle Tennessee reserves the rights to modify, interpret, or apply this job description in any way the organization desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This job description is not an employment contract, implied or otherwise. The employment relationship remains “At-Will.” The aforementioned job requirements are subject to change to reasonably accommodate qualified individuals with disabilities.

YWCA Nashville & Middle Tennessee

Manager of Shelter Services

About the Job