Manager of Emergency Services

The Sophia Way

Posted: 6/3/2019

Position Type: Full-Time (Paid)

Function: General Management

Primary domain: Mental Health/Crisis Intervention

City: Bellevue

Postal code: 98004

State: Washington

Country: United States

Organization Information:


$1M - $3M


Mission statement:

To help end homelessness for adult women in East King County by providing shelter, case management, life skills training, social services and supportive permanent housing, offering a path from homelessness to stable independent living.

Position Details:

Job Description:

Who we are

The Sophia Way is a 501c3 nonprofit organization with a mission to end homelessness for adult women on the Eastside. We are a group of passionate and dedicated individuals with a common vision of an Eastside where every woman has a place to call home. We value diversity, equity, teamwork, and investment in our staff. We help and support each other, as well as the women we serve. We are a team.


The Position

The Manager of Emergency Services provides leadership, oversees and ensures quality of the Day Shelter operations at St. Luke’s Lutheran Church as well as the Emergency Shelter which travels to various host sites.  These programs will be co-located in our permanent shelter slated to open in summer 2020.  This person provides supervision and management of the staff and program participants, helping them adapt to community living and program policies and ensuring effective operation of the entire drop in services programs.


Key Responsibilities:


General Operations, Guests and Facility

  • Responsible for Day Center and Emergency shelter goals/targets, maintaining client documentation, addressing client needs and conflicts, maintaining participant compliance with procedures and other duties to ensure program success.
  • Ensure accurate documentation for reporting purposes:complete, legible intake and attendance forms and bus ticket logs.
  • Filing paperwork, updating database in coordination with Reporting Specialist, maintaining accurate shift logs and properly documenting incidents that occur.
  • Maintain Sophia’s Place and host site facilities.Ensure the space is tidy and clean after closure each day.Ensure that all participants have exited the space.Coordinate with both the appropriate individuals regarding repairs.
  • Monitor program budgets and allocation of resources within the Day Center and Emergency Shelter budgets. Ability to analyze at a lot of different information and make decisions based on needs and budget concerns.
  • Treat clients in a culturally sensitive manner.
  • Develop a solid, harm-reduction model-based relationship with guests within the program, while adhering fairly with all guests to EES policies and procedures.
  • Assure a safe, supportive, organized environment within the shelter, monitor doors and shelter space to maintain safety
  • Assist guests with shelter routine and support them in following all shelter community standards
  • Develop work schedules and prepare alternate coverage plans or cover for shelter staff when necessary due to illness, vacation, or emergencies.
  • Return phone messages/emails to answer questions from guests, potential guests, and the community, including maintaining good communication with leadership of host site(s).
  • Donations: solicit, pick-up, sort, deliver to shelter, acknowledge and thank donors
  • Supplies: inventory, order, deliver to shelter
  • Attend trainings, staff meetings, weekly check-ins with the Director of Emergency Services and Direct Services Team meetings.
  • Help guests work through conflict with others living in the shelter; creating and maintaining an emotionally and physically safe atmosphere
  • Ensure that staff report their observations of guests through a daily/nightly log

Collaboration and Coordination with Staff, Faith Based Partners and Community Organizations

  • Collaborate with all management staff and outside service providers to offer resources and referrals to clients.
  • Build relationships with other agencies and community organizations.
  • Represent the Sophia Way in appropriate community meetings to continually improve the program through partnerships.

Staff Supervision and Scheduling

  • Hire, train and supervise Day Center staff and Emergency Shelter staff.
  • Coordinate activities of onsite volunteers.
  • In collaboration with the Director of Emergency Services, evaluates staff performance.


Key Qualifications

  • Experience with adults who are homeless and/or low-income persons and/or families or other vulnerable populations.
  • Experience working with adults suffering from mental illnesses and/or substance abuse.
  • Bachelor’s degree in social services preferred, minimum of two years of college, with area of study in psychology, sociology, human development or other human or social services.Relevant work experience in similar environment may be substituted for some college work.
  • Strong organizational and communication skills.Ability to provide excellent customer service to all those in contact with agency’s homeless services.
  • Computer literacy, including proficiency in Microsoft Office.
  • Ability to work under pressure.Experience in crisis intervention, trauma informed care and problem solving with ability to diffuse situation without heightening the conflict.
  • Must be able to work with people of diverse backgrounds.
  • Must know how to set compassionate boundaries.
  • Cooperative, friendly, and helpful attitude with guests, staff, and co-workers.Ability to work closely with other employees to ensure positive, constructive environment within the program and throughout the organization.
  • Ability to effectively interact with co-workers, clients and volunteers with diverse ethnic and cultural backgrounds and the ability to treat each individual with respect, dignity and compassion.
  • Ability to effectively and creatively manage a busy environment with daily surprises.
  • Ability to work, prioritize and delegate in a constantly changing and sometimes demanding and chaotic environment.
  • Impeccable verbal and written communication skills
  • Supervisory experience REQUIRED
  • Strong verbal communication skills needed. Bi-lingual a plus.
  • Willingness to complete food handlers training after hire
  • Willingness to complete First Aid/CPR training after hire

Physical Requirements:

  • Able to lift 20 pounds and to perform basic office tasks.
  • Able to tolerate prolonged standing, sitting, and walking



  • This is an salaried (doe) exempt position with a generous benefit package. Some weekends and evenings may be necessary.
  • Reports to Director of Emergency Services

Location:   Sophia’s Place and various host sites on the Eastside.


The Sophia Way is an Equal Employment Opportunity Employer and does not discriminate and is open to all qualified candidates, regardless of race, color, gender, sexual orientation, religion or national origin. We also willingly comply with laws that govern age discrimination, equal pay and sexual harassment.


$60k - 65k

Posting Expiration Date:


How to Apply:

Please submit cover letter and resume to [email protected] in PDF or Word format

Thank you - we look forward to learning more about you and the possibilities of a career at The Sophia Way.


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