Winter Shelter Supervisor

Winter Shelter Supervisor  

Background 

Allegheny County and CFA operate seasonal Winter Shelter services to provide safe, low-barrier emergency shelter for adults experiencing homelessness during the cold-weather months. The Winter Shelter operates seven days per week and serves a high volume of adults with diverse and often complex needs. 

The Winter Shelter program operates across two locations, including a primary Winter Shelter with capacity to serve up to 150 adults overnight and an overflow location that may serve approximately 30 additional adults. The program operates within a low-barrier, trauma-informed model designed to provide immediate safety while connecting individuals with services, resources and opportunities to move toward stable housing. 

Winter Shelter Supervisors provide operational leadership across the shelter system and work closely with shelter leadership, Leads, Shelter Staff, security, community providers and Allegheny County Department of Human Services. 

Summary of Role 

The Winter Shelter Supervisor is responsible for providing leadership and operational oversight for Winter Shelter services. Supervisors help ensure that shelter operations are safe, organized, welcoming, trauma-informed and consistent with program policies and low-barrier shelter principles. 

Supervisors oversee and support Shelter Leads and frontline Shelter Staff, respond to complex client and operational situations, help maintain appropriate staffing and coverage, and ensure effective communication between shifts and locations. 

Because Winter Shelter operates seven days per week and emergencies can occur outside of a supervisor’s regularly scheduled hours, Supervisors must be willing and able to participate in a rotating on-call schedule. Supervisors will rotate between scheduled on-site responsibilities and on-call coverage and may be required to respond to urgent staffing, safety, client or facility issues. 

This position requires flexibility. Supervisors may provide support at either Winter Shelter location based on operational needs. 

Ideal Candidate 

We are looking for a leader who can remain calm, organized and thoughtful in a fast-moving environment. The ideal candidate understands homelessness, behavioral health, substance use, trauma and the realities faced by people experiencing housing crises. 

They can effectively supervise employees while also working alongside them when necessary. They understand that low-barrier shelter work requires balancing compassion and client dignity with safety, accountability and consistent operations. 

The ideal Supervisor communicates clearly, makes sound decisions under pressure and knows when an issue can be handled by frontline staff and when it requires escalation. 

They are comfortable managing multiple priorities at once, including staffing issues, client concerns, emergencies, documentation, security coordination and communication with leadership. 

What We Aren’t Looking For 

• People who tend to judge clients rather than seeking to understand their circumstances. 

• People who rely primarily on punitive responses to manage challenging behavior. 

• Leaders who are uncomfortable making decisions or responding to difficult situations. 

• Individuals who are unable to work collaboratively with staff, clients, security personnel and community partners. 

• Individuals who are unable to provide flexible or rotating on-call coverage. 

Responsibilities 

Shelter Operations and Leadership 

• Provide operational oversight of Winter Shelter services across assigned locations. 

• Supervise and support Shelter Leads and frontline Shelter Staff. 

• Ensure appropriate staffing and staff deployment based on client census, operational needs and established staffing ratios. 

• Coordinate staffing adjustments when employees call off, arrive late or additional coverage is necessary. 

• Maintain communication between shifts and ensure important operational and client information is appropriately handed off. 

• Conduct or participate in shift huddles and communicate operational priorities to staff. 

• Monitor shelter census, available capacity and client flow. 

• Support opening, intake, overnight operations and morning transition activities as needed. 

• Float between shelter locations when operational needs require additional leadership presence. 

• Help ensure that staff follow established policies, procedures and expectations. 

On-Call and Emergency Response 

• Participate in a rotating supervisor on-call schedule. 

• Remain accessible by telephone while assigned to on-call coverage. 

• Provide guidance to Leads and staff regarding urgent client, staffing, safety and operational matters. 

• Respond on-site when circumstances cannot safely or appropriately be resolved remotely. 

• Coordinate with security, emergency services, facility personnel, program leadership and other partners when necessary. 

• Assist with emergency operational changes, including severe-weather events or circumstances requiring extended or 24 hour shelter operations. 

Staff Supervision 

• Provide coaching, direction and support to Shelter Leads and Shelter Staff. 

• Help orient and train new and temporary Winter Shelter employees. 

• Monitor employee performance and adherence to program expectations. 

• Address performance or conduct concerns promptly and professionally and escalate concerns when appropriate. 

• Promote effective teamwork and communication across shifts and shelter locations. 

• Ensure employees understand their assignments, responsibilities and appropriate escalation procedures. 

• Support a workplace culture that emphasizes professionalism, accountability, respect and client dignity. 

Client Services and Safety 

• Support staff in responding to complex client situations using trauma-informed, de-escalation and harm-reduction approaches. 

• Respond to significant behavioral, safety or operational incidents. 

• Help determine appropriate interventions when client behavior interferes with the safety or rights of others. 

• Coordinate with security personnel while maintaining clear distinctions between shelter operations and security responsibilities. 

• Ensure clients are treated respectfully and consistently. 

• Assist staff in connecting clients with appropriate shelter, behavioral health, medical, crisis or community resources when necessary. 

Documentation and Communication 

• Review and ensure completion of required incident reports, shift documentation and other program records. 

• Communicate significant incidents and operational concerns to program leadership. 

• Maintain accurate and timely documentation while protecting client confidentiality. 

• Identify recurring operational issues and recommend solutions. 

• Participate in leadership meetings, staff meetings, trainings and operational planning activities. 

Skills and Experience 

Preferred 

• Four or more years of experience working in homeless services, emergency shelter, behavioral health, human services, crisis services, residential programs or a related setting. 

• Previous supervisory or management experience. 

• Experience supervising programs operating evenings, overnight or 24 hours. 

• Knowledge of homelessness and housing systems. 

• Understanding of trauma-informed care, Harm Reduction and Housing First principles. 

• Experience responding to behavioral health, substance use or crisis situations. 

• Strong de-escalation and conflict-resolution skills. 

• Ability to supervise and coach employees in a fast-paced environment. 

• Experience coordinating staffing and responding to call-offs or unexpected operational needs. 

• Strong documentation and written communication skills. 

• Ability to collaborate effectively with security personnel, healthcare providers, behavioral health providers, community organizations and government partners. 

• Strong judgment and ability to make decisions under pressure. 

Minimum 

• At least two years of experience in human services, homelessness, behavioral health, residential services, crisis services or a related field. 

• Demonstrated leadership or supervisory experience. 

• Ability to work effectively with adults experiencing homelessness and individuals with complex needs. 

• Ability to remain calm and make sound decisions during emergencies or high-stress situations. 

• Ability to supervise multiple employees and priorities simultaneously. 

• Strong written and verbal communication skills. 

• Ability to use Microsoft Office Suite, including Word, Excel, Teams and PowerPoint, and learn other applications used by the Winter Shelter program. 

• Ability to maintain the highest standards of ethical and professional conduct and client confidentiality. 

• Willingness and ability to participate in a rotating on-call schedule, including evenings, overnight hours, weekends and holidays. 

• Willingness to adjust work hours and report on-site when operational or emergency circumstances require it. 

• Ability to work at either Winter Shelter location based on program needs. 

Educational Requirements 

Bachelor’s degree in Social Work, Psychology, Human Services, Public Administration, Criminal Justice or a related field 

OR 

Any equivalent combination of education and relevant professional experience that demonstrates the required knowledge, skills and abilities. 

Certificates, Licenses, Registrations 

Act 33, Act 34 and FBI clearances. 

AND 

Valid driver’s license and access to a reliable, insured vehicle, or another reliable means of transportation that allows the Supervisor to respond to shelter locations when required. 

Schedule and On-Call Expectations 

This is a salaried supervisory position supporting a seven-day-per-week seasonal operation. Supervisors will have scheduled work hours but must have flexibility based on program needs. 

The three Winter Shelter Supervisors will participate in a rotating on-call schedule to ensure supervisory support is available outside of regularly scheduled leadership hours. During an assigned on-call period, the Supervisor must be available to provide timely consultation and direction and must be able to respond in person when an incident or operational need requires on-site supervisory presence. 

Evening, overnight, weekend and holiday availability will be required. 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, consistent with applicable law.