Site Supervisor, Emergency Shelters (US)

Program Mission Statement:
To provide culturally competent assistance to families with the tools and services that empower independence, leading to securing sustainable housing, employment and financial security as we move forward as a united community.

Overview of Role:
The Site Supervisor manages family emergency shelters, oversees a shelter operating at a hotel location, providing direct supervision for Case Managers (HEI employees) and indirect supervision for contracted vendor staff supporting the shelter program. The Site Supervisor is responsible for the oversight of daily operations of case management, housing and employment navigation, customer service, conflict resolution, escalation management, and public safety. The Site Supervisor will manage daily relationships with hotels/shelter facilities, community partners, and schools, and coordinate with HEI’s family shelter central leadership team to ensure standardization of onboarding and training, data management, and performance outcomes.

This position requires daily on-site presence as well as occasional travel to additional sites and locations.


  • Ensure a safe, clean, well-maintained, and furnished facility for families, meeting all applicable local, state and federal laws and regulations, including but not limited to the Fair Housing Act and Americans with Disabilities Act, and adhering to any additional safety protocols and policies issued by EOHLC.
  • Provide high-level customer service to families, staff, vendors, and community partners.
  • Manage the resolution of escalated incidents, including liaising with key stakeholders such as public safety, hotel staff, vendor staff, and leadership. Report and address safety concerns timely through chain of command. Support case managers to resolve resident issues, concerns, and grievances. Follow regulations for mandated reporting of abuse of a child, elder, or person with a disability.
  • Manage daily on-site operations such as headcount, transportation, vendor management, check-ins of employees to ensure staff’s availability during working hours (coordinate schedules, adequate coverage).
  • Orient, train, and mentor new staff.
  • Maintain strong vendor and community partner relationships, in partnering with municipalities, schools, daycares, ESOL and immigration law partners.
  • Manage site performance by monitoring data input and integrity and productivity reports.
  • Prioritize and communicate clear expectations for daily tasks or projects.
  • Monitor supply needs and manage procurement of supplies for the site.
  • Partner with leadership for sharing of best practices, innovative ideas, or discovery  
  • Experience working in family shelters.
  • Experience working with individuals that have recently immigrated to the US, particularly from Haiti.

Knowledge, Skills & Abilities:

  • Experience working in a complex and fast-paced environment, with demonstrated ability to identify problems and create solutions.
  • Ability to make decisions with significant, broad implications for the management and operations of a major department or multiple departments. Participates in decisions on overall strategy and direction of the program.
  • Ability to address problems that are broad, complex, and abstract, often involving site issues and requiring substantial creativity, resourcefulness, staff engagement, negotiation, and diplomacy to develop solutions.
  • Requires excellent interpersonal skills in order to communicate and work with staff and external partners of all skill and experience levels
  • Ability to verbally communicate complex concepts in English and address sensitive situations, resolve conflicts, negotiate, motivate, and persuade others.
  • Must be highly organized and self-directed with a proven ability to work with supervision on departmental and cross-functional projects of a diverse nature
  • Must be able to work collaboratively and create an atmosphere of trust and respect within teams and with external partners


  • A Bachelor’s degree in Social Work, Human Service, Psychology or related fields, with a minimum of 3 years of relevant experience required in shelters, health care, social services environment, or related industries/environments.
  • Previous experience supervising staff
  • Valid driver’s license and ability to meet the minimum insurance requirements
  • Proficient skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint or Access and other web-based applications.

Supervisory Responsibilities:
Provides direct supervision for all support staff (HEI employees) and indirect supervision for all contracted vendor staff affiliated with the emergency shelter.

Physical Demands:
Predominantly operates in an office environment. Some periods of time may be spent in apartments or other dwellings. Requires the ability to operate standard office equipment and keyboards. Must have the ability to walk short distances, and/or drive a vehicle to deliver and pick up materials.

Location: The main office is located at 40 Glenn Ave in Newton, with shelters located in Lexington and Woburn

Salary: $50,000-68,400


  • Casual work environment
  • 15 vacation days (prorated based on work schedule)
  • 56 hours of sick time (prorated based on work schedule)
  • Medical, dental, vision insurance (90% employer paid)
  • Employer paid life insurance
  • 401k plan with matching employer maximum contribution of 4%

How to Apply:
Please submit a cover letter and resume to with the subject line “Site Supervisor”. Applications will be reviewed on a rolling basis. Due to the high volume of applicants, we will only contact those who are being considered for an interview. Thank you for your interest in HEI.

Commitment to Diversity, Equity and Inclusion:
HEI is committed to the ongoing work of becoming an intersectional, antiracist organization and to an equitable, non-discriminatory, and anti-racist approach in all components of our organizational structure and operations, including the job application process. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or any other basis covered by appropriate law.