The Welcome Center is the first line of contact, support, and engagement to hundreds of community members each day. This position designs and leads our efforts to welcome, register, triage, and connect people to the resources and opportunities they deserve. Understanding the stress and trauma experienced by low-income individuals and families, the position guides our efforts to ensure everyone is treated with dignity, compassion, and respect. The Welcome Center Manager trains and supports staff and volunteers through regular meetings, feedback, and evaluation; improves volunteer support through outreach; and steps in to maintain a welcoming and peaceful lobby environment when appropriate. The position leads efforts to engage community members in the work of Sacred Heart programs as volunteers, advocates, and advisory committee members and works closely with community partners.

• Ensures the alignment of programs with SHCS’ strategic plan, including the compassionate provision of services and connection to community engagement and organizing efforts, as well as regional collaborations.
• Oversees integration with programs that protect and preserve essential human and civil rights, connection to resources and self-sufficiency programs; and relationships with external partners. These efforts are intended to facilitate the connection of members to programs, resources, and engagement opportunities through regular communication with internal programs for information dissemination, direct referrals, and program enrollment/appointment sign ups.
• Provides structure, support, supervision, training, evaluation, and professional development for the Welcome Center staff and volunteers in alignment with SHCS’ operating values. Oversees the development and maintenance of team and individual work plans and work schedules.
• Leads efforts to recruit, hire, and orient new staff, interns, and volunteers.
• Directs and implements efforts to cultivate the involvement and leadership of members, such as conducting regular 1:1 meetings, planning and supporting committee meetings, and soliciting feedback and dialogue with members.
• Spearheads communication and collaboration with the Warehouse Manager and Community Relations Coordinator to ensure integration and team development of 3 Essential Services programs.
• Leads crisis intervention efforts, including responding to situations, training staff and volunteers in effective responses, and documentation.
• Leads collaboration with internal programs to facilitate the connection of members to programs, resources, and engagement opportunities, through regular communication with internal programs for information dissemination, direct referrals, program enrollment/appointment sign ups, etc.
• Leads the development, implementation, and continuous improvement of program policies and procedures, including systems, protocols, standards, and training.
• Ensures grant administration, contract compliance, and reporting.
• Responsible for maintaining data quality, integrity, and improving systems and processes through the use of reporting tools and analysis, as well as follow-up with program staff and lead volunteers.
• Tracks and manages program spending and program budgets.

• Works alongside colleagues to welcome, register, update member data, triage needs, respond to questions, and connect members to the resources and opportunities available to them.
• Oversees, implements, and troubleshoots data entry processes and protocols to ensure applications and updates are being entered and used appropriately.
• Supports the development, implementation, and reporting of member database including survey processes.
• Provides daily guidance and support to volunteers, ensuring that they have a pleasant, productive experience, and are inspired to further partner with Sacred Heart in efforts to eliminate poverty.
• Manages schedule of visiting external agencies as they market their programs to customers on site.
• Supports Welcome Center space operations by ensuring organization, program line flow, cleanliness, and supplies and materials levels.
• Maintains relationships and performs site visits to partner organizations for referrals knowledge and shared learning.

• Develops and nurtures collaborative relationships with community partners, including schools and the court system.
• Supports the planning and implementation of agency-wide programs, events, training, outreach, and mobilization efforts.
• Serves as a member of the Emergency Response Team and serves as on site manager as needed.
• Participates in the Manager Round Table.
• Performs other duties as assigned.

• Strong commitment to our vision of ensuring every child and adult is free from poverty.
• 2-3 years of program management or supervisory experience.
• Four-year degree or a minimum of 5 years of experience in social services, public health, or a related field.
• Bilingual and bi-literate in English and in Spanish, Vietnamese, or Mandarin
• Strong communication skills, including the ability to deliver difficult messages with compassion and to communicate respectfully with individuals in stressful situations.
• Demonstrated ability to work with diverse people, communities, and cultures with understanding of culturally competent practices.
• Computer literacy and proficiency with databases (such as Salesforce), Word, Excel, PowerPoint, and Google Docs.
• Superior verbal, written, and presentation skills.
• Sensitivity to issues surrounding households experiencing homelessness, substance use, mental illness, and disabilities.
• Ability to thrive in a flexible, fast-paced environment, while maintaining a positive, solution-oriented approach.
• Ability to multitask, work under pressure, and work through ambiguity and the unexpected.
• Experience with peaceful mediation or de-escalation while working with people in crisis or conflict
• Ability to lift up to 15lbs without assistance and up to 30lbs with assistance. The position requires computer use up to 6-8 hours per day. The physical demands described here are representative of what an employee encounters while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with differing abilities to perform the essential functions.
• Must be insurable under the organization’s driving insurance requirements.
• Must complete a DMV and criminal background check.

• Master’s degree in Social Work, public health, or a related field or equivalent experience.

Excellent benefits include fully paid medical insurance for employees and majority paid medical insurance for qualified dependents, dental insurance, vision insurance, 12 paid holidays, 10 paid sick days per year, paid vacation starting at 10 days per year, additional wellness benefits, basic life and long-term disability insurance, professional development and more.

Sacred Heart Community Service is proud to be an Equal Opportunity workplace and an Affirmative Action Employer. SHCS is committed to building a team of people of diverse ethnic, cultural, and experiential backgrounds. We especially encourage members of historically underrepresented and marginalized communities, people of color, women, people living with disabilities, veterans, and LGBTQ+ people to apply. It is the policy of Sacred Heart Community Service to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants, without regard to race, color, ethnicity, ancestry, religion, age, sex, gender, sexual orientation, gender identity/expression, pregnancy, medical condition or genetic information, veteran status, national origin, disability, marital or other protected status. SHCS will conform to the spirit, as well as the letter of all applicable laws and regulations.