director of shelter operations




Senior Director of Operations


Full-time; Exempt


$70,000 – $75,000


  • Bachelor of Arts or equivalent in a business, technical, or social services field.
  • Master of Arts or equivalent highly desired.


The Director of Shelter Operations supervises the Resident Resources, Facilities, Food Services, and Community Safety Managers.


The primary function of this position is the strategic leadership, management, and oversight of People Serving People’s emergency shelter operations, including its 10-story shelter facility downtown Minneapolis.  The Director of Shelter Operations plays the lead role in delivering trauma-responsive shelter services to families experiencing homelessness, and partners with the Senior Leadership Team and leadership cohort to advance the organization’s mission of seeing families thrive and supporting its vision of strong families and transformed communities.


  • Leads People Serving People’s Emergency Shelter operations departments, including Resident Resources, Facilities, Food Services, and Community Safety. Promotes effective coordination between operations departments and across the organization.
  • Trains, supervises and evaluates the performance of all Emergency Shelter operations managers and ensures all operations staff receive effective onboarding, training, development, and support.
  • Identifies present and future knowledge and skills gaps, develops strategies to address these gaps, and cultivates staff and teams accordingly.
  • Oversees shelter operations budgets, assisting managers in preparing and executing their budgets.
  • Manages the shelter’s annual capital project portfolio and works with the Facilities Manager, Senior Building Technician and others to ensure projects are completed on time and on or under budget.
  • Partners with operations and other departments and Senior Director of Operations to implement and continuously elaborate People Serving People’s Facility Renewal Plan for 2020-2030.
  • Collaborates with the Senior Director of Operations and department managers to promote a learning environment that encourages individual professional growth and continuous operational improvement.
  • Coordinates with the Senior Director of Operations, Director of Administration & Compliance and department managers to ensure compliance with applicable laws, regulations and quality standards issued by OSHA, EPA, and other federal, state, and local regulatory agencies.
  • Champions guest engagement and centers guest voice, trauma responsiveness and racial equity in strategic and operational decision making.
  • Reviews and distributes grievances and addresses escalated guest issues as needed.
  • Partners with the Senior Leadership Team and department managers to support organizational culture and strategic change initiatives.
  • Attends Board of Directors and Committee meetings as appropriate.

Performs other duties as assigned by the Senior Director of Operations.


Ethics –  Treats people with respect and dignity. Inspires the trust of others. Works ethically and with integrity. Models and upholds organizational values.

Boundaries –  Maintains professional boundaries with all stakeholders.  Attentive to power dynamics and imbalances and avoids situations that could cause distress, harm or compromise effectiveness.

Planning/Organizing – Prioritizes and plans work activities. Uses time and resources efficiently. Completes administrative tasks correctly and on time. Follows instructions and responds to management direction.

Management/Supervisory Skills – Ability to direct the work of others by setting challenging but achievable goals, by providing frequent feedback and by targeted, well-administered delegation.

Interpersonal Skills – Maintains confidentiality. Listens to others without interrupting. Remains open to others’ ideas and tries new things.

Communication – Listens and seeks clarification. Responds well to questions. Speaks clearly and persuasively in positive or negative situations. Writes clearly and informatively. Able to read and interpret written information.

Collaboration & Teamwork – Ability to work with others to accomplish shared goals and priorities.  Solicits input from stakeholders and allows that input to guide decision making.  Builds consensus and shares power to achieve goals.  Balances team and individual responsibilities. Gives and welcomes feedback. Contributes to building a positive team spirit.  Puts success of team above own interests.  Supports everyone’s efforts to succeed.  Shares expertise with others.

Adaptability – Is able to adapt to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change, delays or unexpected events.

Creativity/Innovation – Ability to develop imaginative and practical solutions to complex problems using personal insights to suggest new approaches.

Drive/Initiative – Ability to maintain productivity and willingness to go beyond minimum requirements.

Authentic Engagement – Ability to engage authentically and work constructively with people from a wide variety of backgrounds, including those from marginalized and oppressed communities.  Centers stakeholder voice.

Trauma Responsiveness – Learns trauma responsive principles and applies them when working with staff, guests, volunteers and other stakeholders, and when refining program.

Equity – Ability to adopt an equity lens when exploring policy and operational impacts and evaluating alternatives.  Thinks critically about outcomes on marginalized and oppressed communities and works to mitigate disparities.

Dependability – Follows instructions and responds to management direction. Takes responsibility for own actions. Keeps commitments and commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.

Quality – Demonstrates accuracy and thoroughness. Looks for ways to improve and promote quality. Applies feedback to improve performance. Monitors own work to ensure quality.

Technical Skills – Assesses own strengths and weaknesses. Pursues training and development opportunities. Strives to continuously build knowledge and skills.  Models technical proficiency for others.


  • Highly competent with Microsoft software including Outlook, Word, Excel, and the Microsoft365 suite of applications including Microsoft Teams and SharePoint.
  • Experience using Customer Relationship Management (CRM) software.
  • Ability to serve as local system administrator or super user for key systems (e.g., CRM, Network Video Recorders, Computerized Maintenance Management System) is highly desired.


  • Must have supervisory experience in one or more of the subject areas this role will supervise, including facilities, food service, front desk, and/or community safety/security, ideally in a setting serving people experiencing homelessness.
  • Experience working with diverse teams and engaging constructively with diverse stakeholders, ideally but not necessarily those who have experienced homelessness.
  • Passion for leading and nurturing front-line teams and staff working in social service settings.
  • Experience leading and/or managing change, particularly in direct service settings.
  • Experience developing and executing capital budgets. Familiarity with grants and experience seeking and using grants to fund priorities is highly desired.
  • Project management experience. PMP, CAPM, or CPPM certification is highly desired but not essential.
  • Experience sourcing, negotiating, awarding and managing contracts.
  • Able to complete Adult & Pediatric First Aid/CPR/AED training within one year and maintain it thereafter.
  • Able to complete overdose response training within two months.
  • Must be able to work after-hours when required to oversee response to emergencies.
  • Willing to center client needs when making operational decisions.
  • Knowledgeable of the impact of trauma and willing to center trauma-responsive principles in operations and operational decision-making.
  • Familiar with the historical and present-day consequences of systemic racism and willing to apply a racial equity lens in operational decision-making.
  • Strong relationship-building and interpersonal communication (written and verbal) skills.


While performing the duties of this job, the employee is regularly required to talk or hear.  The employee is frequently required to stand; walk; sit; use hands to finger, handle or feel and reach with hands and arms.  The employee is occasionally required to climb or balance; stoop, kneel, crouch or crawl and taste or smell.


The noise level in the work environment is usually moderate, but can become loud at times.

People Serving People is an EEO employer fully committed to attracting, retaining, and promoting the most qualified individual without regard to race, religious creed, color, age, sex, national origin, ancestry, marital status, sexual orientation, disability or any other classification protected by applicable federal, state, or local law. We are dedicated to providing and maintaining an inclusive work environment free from discrimination and harassment, where employees are treated with respect and dignity.


Please mail or email cover letter and resume to:
Human Resources
614 3rd Street South
Minneapolis, MN 55415