Job Description

Central Arizona Shelter Services (CASS), is a non-profit 501 (c)(3), and the largest provider of emergency shelter and housing solutions to adults and families experiencing homelessness in Arizona. The mission of CASS is to empower men, women, and children with diverse needs to end their homelessness by helping them establish and maintain permanent housing.  For more information about CASS, please visit our website at 

Job Summary

Supervise and provide leadership to a team that provides services designed to end clients’ homelessness; foster a work environment of dignity and respect. This is an active hands-on role.

Essential Functions

Supervise Client Care Staff:

  • Foster a work environment of dignity and respect; oversee a solution-focused environment that is fair and consistent, with the intention to engage and retain clients; maintain a professional culture that promotes teamwork with empathy for clients;
  • Ensure adequate staffing levels are maintained; schedule employees, approve time-off requests and approve time sheets; coordinate work assignments; mediate interpersonal conflicts;
  • Ensure bed occupancy is fully utilized; hold Leads accountable for occupancy; foster continuous process improvement;
  • Facilitate communication and collaboration with Supportive Services Programs, campus partners and outside agencies;
  • On an on-going basis, review policies and procedures and recommend revisions to leadership; ensure policies are revised in a timely manner upon approval;
  • Respond to off-duty phone calls requiring direction;
  • Identify training gaps and make training recommendations to leadership; provide on the-job, task-specific training.

Collaborate with Supportive Services:

  • Disseminate operations and program information to Shelter Services staff that pertains to the goals and vision of CASS and its mission to end homelessness;
  • Meet regularly with Supportive Services Supervisor and Client Care Coordinator Leads to share information, identify issues, and report concerns to ensure that performance and expectations align with CASS’ client-driven strategy and goals to advance CASS’ mission;

Provide leadership that contributes to client success:

  • Champion the programs operating at CASS and seek and suggest ways to improve processes and procedures;
  • With Supportive Services Supervisor, mediate and resolve client complaints and grievances; ensure that Client Care Coordinators and Leads understand policies and procedures and fairly and consistently apply and uphold them in order to provide a safe, orderly and caring environment that complies with HUD, Fair Housing, OSHA, and ADA regulations;
  • Effectively disseminate updated resource and referral information to Shelter Staff through various communication channels such as email, bulletin board postings, and meetings; ensure brochures are continuously updated;
  • With Supportive Services Supervisor, determine eligibility of clients to re-enter the Shelter under extenuating circumstances;
  • Liaison to Supportive Services Supervisor to align and implement Shelter and Case Management policies and procedures, goals and outcomes.

Provide guidance and direction to Client Care staff to assure data integrity and accurate reporting:

  • Review client intake data for accuracy and completion;
  • Review nightly bed occupancy and make recommendations for optimization;
  • Hold staff accountable for reading and understanding the content of all inter-company communications and for attending New Hire Orientation, training and other meetings;
  • Provide technical recommendations and process improvements to ensure data integrity;
  • Provide regular and random quality assurance checks; address any quality assurance issues with staff.

Other Duties:

  • Serve as active participant on community initiatives and campus meetings and review boards;
  • Monitor radio transmissions and provide direction;
  • Monitor facility regularly, report any health and safety hazards, work closely with the facilities department to review task completion and proper documentation;
  • Perform duties of Client Care Coordinator when needed;
  • Perform other duties as required.

Needed Competencies 

  • Commitment to a solution-focused work environment and the clear intention to retain clients whenever possible;
  • Skilled at conflict resolution, time management, and organization;
  • Professional appearance and demeanor; ability to set and maintain professional boundaries;
  • Ability to be fair and decisive, ascertaining facts without bias;
  • Ability to provide focused, clear-headed direction to staff when conflict and emergency situations arise;
  • Excellent written and verbal communication skills; competent in inter-personal conflict resolution

Work Environment

This job primarily operates in both a public and office indoor environment however. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee must frequently lift and/or move objects up to 10 pounds and occasionally lift and/or move objects up to 25 pounds unassisted. The employee must be able to self-transfer and move throughout the facilities, between buildings, and around campus at multiple sites. Close visual acuity to prepare and analyze reports and data. Visual acuity and physical ability to operate a motor vehicle.

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work vary.  This is a second shift position and the hours typically will be 2:00 pm and 11:00 pm with time allotted for breaks/lunch.



  • Bachelor’s degree in social or behavioral science and minimum of 1 -year relevant human services experience working with the under-served, impoverished and/or the homeless; or an equivalent combination of education and experience;
  • Minimum of 3 years of supervisory experience managing a large team across various shifts;
  • Intermediate to advanced skills in Word, Excel and Outlook;
  • State of Arizona Level One Fingerprint Clearance Card or the ability to obtain one.
  • CPR and 1st Aid certifications.


  • Bilingual in English and Spanish;
  • Experience with Homeless Management Information System (HMIS).

Important Notes

CASS offers a complete benefits package including medical, dental, vision, life insurance, short-term disability, long term disability benefits, a retirement plan with employer match and a generous paid time off and holiday benefit.

We drug test.