Reports To:  Housing Program Director

Salary:  $27-28/hour DOE

Hours:  Full-time (40 hours a week)

Benefits package:   12 days of accrued paid annual leave, 12 paid holidays plus 1 floating holiday. Health/Dental/Vision Insurance and retirement benefits.

ABOUT THE YWCA BELLINGHAM

The YWCA Bellingham is part of a national network of organizations with the shared mission of ending racism, empowering women, and promoting peace, justice, and freedom for all. The YWCA Bellingham offers affordable housing, emergency shelter, case management, economic and personal empowerment programs, and social justice programming.

YWCA Bellingham is a safe, inclusive workplace for all people of all backgrounds and walks of life, and we strongly encourage you to apply if you are from a marginalized or underrepresented group. We don’t believe in a “perfect” candidate. If you believe this is a role that you’ll be excited to work in each day, want to be a part of a supportive team culture, and are excited by the chance to grow in an organization like ours, please apply!

We are committed to fostering a compassionate and flexible culture that models our mission to empower women and advance equity. From the Board, to the staff, to our clients, we are dedicated to treating team members with dignity and grace. We are proud to be a learning organization that seeks to understand root causes and systemic solutions in all our work across Bellingham and Whatcom County.

ABOUT THE YWCA BELLINGHAM’S HOUSING PROGRAMS

The Women's Housing Programs aim to help unhoused women and women with children find and thrive in safe, independent housing. Services are client-centered, trauma-informed, and empowerment-based. The YWCA respects residents as individuals and tailors housing plans and services to their unique needs. The YWCA serves adult female identifying individuals, as well as women and their accompanying children. The YWCA strives to promote equity and provide relevant services to individuals from all walks of life. 

OVERVIEW

The Lakeway Shelter Program Manager plays a critical leadership role in the Housing Program, combining hands-on support for residents with oversight and guidance of the Case Management team. This position ensures that programs operate effectively, residents receive high-quality support, and staff are coached and held accountable in alignment with YWCA policies and best practices. The Lakeway Shelter Program Manager works closely with the Housing Program Director and Property Manager to maintain program quality, compliance, and safety for both clients and staff.

KEY RESPONSIBILITIES

Leadership & Staff Oversight:

• Lead, support, and manage the Case Management team, providing guidance on client progress, problem-solving, and policy adherence. 

• Facilitate regular staff check-ins, monitor client outcomes, and review Casebook accuracy. 

• Train staff on protocols, policies, and new procedures; maintain updated procedure documentation. 

• Provides coaching, feedback, and performance management support to staff, including documentation and corrective action when needed, in partnership with the Housing Program Director and in accordance with organizational policies.

• Serve as first point of escalation for staff concerns, conflicts, or emergencies. 

Program Management & Quality Assurance:

• Ensure consistency in program operations, including intakes, move-ins, move-outs, and resident exits. 

• Draft and implement protocols in collaboration with the Housing Program Director; monitor adherence and effectiveness. 

• Analyze program data, resident feedback, and survey results to identify trends and opportunities for improvement. 

• Provide oversight of the referral process through coordinated entry systems and ensure follow-through on client needs. 

Resident Support & Community Engagement:

• Respond to resident concerns and emergencies, including after-hours support as needed. 

• Assist residents in accessing housing, employment, healthcare, financial resources, and social services. 

• Support residents with conflict resolution, de-escalation, and adherence to program guidelines. 

• Plan and facilitate resident activities and skill-building opportunities that promote community and empowerment. 

• Maintain confidentiality and uphold resident rights, except when disclosure is required by law. 

Administrative & Data Management:

• Maintain accurate resident files and outcome data; compile reports as required. 

• Ensure HMIS access, data entry integrity, and completion of mandatory training. 

• Partner with Property Manager on room inspections, maintenance follow-up, and oversight of off-site property management. 

• Represent the YWCA in community meetings and collaborate with partner organizations. 

Other Duties:

• Participate as an active member of the management team, including manager and staff meetings. 

• Serve as a team player, filling in for other roles as needed. 

• Perform additional duties as assigned.

SKILLS

Skills and Knowledge: 

• CPR/First Aid Certified (can obtain once hired).

• Proficient with MS Office and comfortable learning new software

• Ability to work independently, organize, prioritize, and follow through to the completion of tasks. 

• Ability to communicate effectively verbally and in writing.  

• Ability to work with people who may have substance use disorders, physical and mental health behavioral needs, and professionally use de-escalation and conflict resolution skills. 

• Understand issues of gender and race discrimination, homelessness, and poverty.

• Able to read and interpret documents and draft routine reports with clarity and professionalism. 

• Support the mission and values of the YWCA Bellingham. 

• Basic math skills for budgeting and income verifications. 

• Basic knowledge of housing and support resources for low-income persons in Whatcom County.

• Self-motivated with a high level of positive energy

• Ability to adapt easily to change and handle stressful situations effectively, a commitment to adhering to the program rules for the success of the program. 

• Must understand and embrace a respectful harm reduction, empowerment model of providing services

QUALIFICATIONS

Required Education/Work Experience:

• Bachelor’s degree in social services or related field AND 2 years of experience in social services or support staff role; OR

• Two years of college-level coursework in a relevant field AND 3 years of experience in social services or support staff role; OR

• Equivalent combination of education and experience that provides the skills, knowledge, and ability to perform the work

Required Experience:

• Minimum of 2 years of experience in a leadership role with supervisory responsibilities

Preferred Qualifications: 

• Experience working with low-income or unhoused women

• Familiarity with systemic barriers impacting these communities

• Affordable Housing Experience

• Bilingual in English and Spanish

Other:  

• Valid WA state driver’s license; valid insurance and 3-year driver’s abstract. 

• Ability to pass background check prior to employment. 

Physical demands:  

• Ability to ascend and descend multiple flights of stairs to assist residents in an emergent situation. 

• Lift and carry office supplies, resident belongings, and donations typically weighing up to 25 pounds

• Sit for extended periods. 

This job description is not meant to imply that these are the only activities to be performed by the employee holding this position. As the needs of the organization change employees may be required to follow other and sometimes new job-related responsibilities. 

In accordance with the Americans with Disabilities Act, it is possible that requirements be modified to accommodate disabled individuals. An individual seeking such accommodation should contact their supervisor and Human Resources.  

Job descriptions are not intended to and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law. 

HOW TO APPLY:

Please submit a resume and cover letter addressing how your experience, qualifications and interests align with this position to kristy@ywcabellingham.org.