Support Services Manager

Dedicated to ending the cycle of domestic and sexual violence in Wake County, Interact saves lives, rebuilds lives, and secures safer futures for survivors and their families. Each member of InterAct ‘s staff fulfills an important role in furthering our mission.

The Support Services Manager will be onsite at InterAct’s residential program from 2:30pm to 10:30pm to oversee the Shelter & Support Services Program and Crisis Intervention Services. This role will help ensure efficient, effective and consistent shelter operations, provide residential and staff support, effective crisis response, and seamless hand-offs between shifts.

Key Responsibilities

• Lead and supervise the Shelter & Support Services team as well as Crisis Intervention staff during evenings.
• Triage crisis situations in the shelter and on crisis lines; support staff, interns, and volunteers as needed.
• Oversee crisis case planning after normal business hours, including shelter placements and LAP, coordination with the Solace Center, transportation approvals, and other crisis‑management needs.
• Facilitate communication and information transfer across shifts to guarantee continuity of care.
• Enforce agency policies and procedures for after‑hours service delivery, including accurate data entry and case note documentation.
• Monitor shelter activity and assist residents during assigned shifts.
• Provide advocacy and support on issues related to domestic violence and independent living, including safety planning and shelter departure.
• Connect clients with community resources (e.g., mental health, substance use, schools) and assist with transportation arrangements.
• Maintain shelter safety by monitoring surveillance cameras and coordinating with security personnel.
• Assist with room preparation, including laundry, bed-making, and routine checks.
• Maintain USDA food inventory and ensure supplies are stocked.
• Collect, verify, and report required data and statistics.
• Delegate work assignments fairly among staff and volunteers.
• Perform administrative duties such as updating forms, maintaining daily shift logs, completing exit summaries, filing, and updating Empower DB with room changes or exits.
• Assist the Director of Shelter Programming with supervising staff and conducting annual performance evaluations when needed.
• Onboard, train, and mentor new and existing staff.
• Supervise part‑time and full‑time staff as directed.
• Foster a collaborative work environment that promotes trust, open communication, and problem‑solving to meet agency and program goals.
• Participate in strategic planning, program development, and mission‑driven initiatives alongside the leadership team.
• Ensure shelter and crisis‑intervention staff remain aligned with overall agency objectives and communications.
• Attend staff meetings and supervision sessions.
• Maintain client data, review files, facilitate reporting, and manage special data projects as assigned.
• Complete 20 hours of onboarding training and maintain 20 hours of annual training during fiscal year.
• Conduct regular safety inspections of resident rooms and common areas.
• Exhibit professionalism, empathy, and sensitivity toward survivors of domestic and sexual violence and their children; contribute to a warm, welcoming environment for all guests.
• Coordinate with other programs to ensure continuity of care for clients.
• Uphold confidentiality and adhere to all agency policies.
• Perform any additional duties assigned by the supervisor.

Requirements

• Bachelor’s degree in social work, Psychology, Education, or a related human‑services field (master’s preferred).
• Minimum of three years’ direct service experience, including crisis intervention and advocacy.
• Experience serving women, children, and/or victims of domestic violence or sexual assault; experience managing a residential program is a plus.
• Valid driver’s license, reliable transportation, and a clean driving record.
• Strong leadership abilities with experience guiding and developing program staff.
• In‑depth knowledge of community services available to clients.
• Excellent oral and written communication skills.
• Ability to establish and maintain professional boundaries.
• Proven planning, organizational, and time‑management capabilities.
• Demonstrated ability to de-escalate conflict and navigate challenging situations.
• Ability to network, form and maintain connections with community partners.
• Ability to adapt quickly to changing priorities and evolving operational needs.
• Ability to work effectively with diverse individuals.
• Demonstrates professionalism, compassion and sound judgement in all interactions.
• Basic computer proficiency.
• Ability to meet InterAct’s background check requirements.
• Compliance with InterAct’s Communicable Diseases Policy.

Inclement Weather Requirement
This essential position requires attendance during inclement weather or natural/man‑made disasters, as directed by the Shift Supervisor, to ensure continuous shelter operation.