Shelter Manager

Department: Programs - Protection

Reporting to: Case Management Coordinator (Shelters)

Supervises: Social workers, security guards, translators, Shelter Matrons and patrons, Interpreters Job Purpose To provide programmatic, technical, and supervisory leadership for the organisation's shelters, including case management and related Stakeholders management, while generating evidence and insights to inform advocacy, research, communications, and fundraising, in compliance with organizational policies, donor requirements, and applicable Kenyan labour laws.

The role serves as Manager of the organisation’s two safehouses (one for male and one for female survivors), responsible for the safety, security, and coordinated care of survivors of trafficking in high-risk cases, including security management, stakeholder coordination, and referral to relevant service providers, while providing advisory, technical support, and training to other protection stakeholders collaborating with the organisation. Key Duties and Responsibilities:

• Serve as the Officer responsible for planning, coordination, and implementation of all shelter activities within the designated region.
• Ensure activities are implemented in line with approved proposals, work plans, budgets, donor agreements, and organizational policies. ● Provide technical leadership and oversight to all shelter interventions. ● Monitor project progress, risks, and performance, and recommend corrective actions where required.

• Provide technical oversight and supervision of case management services delivered by Case Workers. ● Ensure the Case Management User Guide is regularly updated and serves as the primary reference tool for all shelter staff, promoting standardized case management practices and alignment with recognized best practices. ● Ensure an up to date database for referral of cases in the Case Management System (CMS). ● Review and approve case assessments, case plans, referrals, reintegration, and repatriation processes in line with the Case Management User Guide.
• Ensure accurate, timely, and compliant entry and maintenance of all survivor information and case documentation within the organisation’s Case Management System. ● Conduct regular case file reviews and audits to ensure quality, compliance, and survivor- centred practice. ● Monitor caseloads and ensure equitable workload distribution. 3. Shelter & Safehouse Management (High-Risk Trafficking Cases)
• Provide strategic oversight and supervisory direction to shelter operations to ensure they remain safe, dignified, and survivor-centred. ● Oversee compliance of shelter services with safeguarding standards, health and safety requirements, and internal operating procedures.
• Supervise and review shelter incident management, documentation, and coordination with case management teams and external service providers. ● Serve as Manager of the organisation's two safehouses – one hosting male survivors and one hosting female survivors of trafficking with high-risk protection concerns – overseeing day-to- day operations of both facilities and ensuring a secure, confidential, and trauma-informed residential environment in each. ● Develop, implement, and regularly review the safehouse's security protocols, including access control, visitor and staff screening, confidentiality of the safehouse location, and emergency response procedures, in close coordination with security personnel.
• Conduct and regularly update individualised risk assessments for incoming and resident survivors, adapting safehouse security arrangements to the specific threat level of each high- risk case, including risks of retaliation or re-trafficking. ● Monitor and oversee the CCTV control room at each safehouse, ensuring continuous surveillance coverage, proper functioning of cameras and recording equipment, timely review of footage, and confidential handling of CCTV data in line with safeguarding and data protection standards. ● Supervise security guards and shelter staff to ensure round-the-clock safety coverage, proper security incident reporting, and adherence to safehouse safety and security standard operating procedures.
• Coordinate with law enforcement, the National Counter Trafficking in Persons Secretariat, government protection agencies, embassies/consulates, and other relevant stakeholders on the safety, status, and case resolution of high-risk survivors hosted at the safehouse.
• Establish and maintain referral pathways and working relationships with external stakeholders (medical, legal, immigration, reintegration, repatriation service providers etc) to ensure survivors hosted at the safehouse receive comprehensive and timely support. ● Ensure the safehouse maintains up-to-date emergency and evacuation plans and leads response coordination in the event of a security incident or threat to the shelter. ● Provide advisory, technical support, and training to other protection stakeholders collaborating with the organisation on safehouse management, security, and the care of high-risk trafficking survivors.
• Collaborate closely and coordinate regularly with other Safehouse Managers to share learning, align security and case management practices, and ensure a consistent, coordinated approach across all of the organisation's shelters and safehouses. 4. Staff Supervision, Performance & Capacity Development
• Provide line management, mentorship, and performance supervision to supervised staff and consultants. ● Set performance objectives, conduct appraisals, and address performance or conduct issues in line with HR policies and the Employment Act, 2007. ● Identify training needs and support staff capacity development. ● Ensure continuous department specific training is accorded to direct reportees e.g Human rights based approach, CMS, Trauma Informed etc.

• Ensure safeguarding principles, confidentiality, informed consent, and professional boundaries are upheld across all shelter services. ● Promote a culture of ethical conduct and accountability. ● Identify, document and report safeguarding concerns in accordance with the organisation's safeguarding policies and procedures. ● Maintain professional boundaries and comply with the organisation’s Code of Conduct and other policies. ● Manage the shelter hotline, emergency funds line, and shelter phone by ensuring timely and accurate response time.
• Ensure compliance with the Data Management Policy by securely storing all documents on the CMS containing Personally Identifiable Information (PII), including consent forms, case plans, participant lists, and voluntary assistance forms. ● Ensure shelter documentation is stored in the CMS, and other engagement-related documentation is stored in designated data management folders managed by the Communications Desk. 6. Advocacy, Research & Knowledge Generation
• Systematically observe, document, and analyse emerging protection trends, patterns, and risks identified through case management, shelter operations, and field engagement. Reported on a monthly basis.
• Generate evidence-based insights to inform organizational advocacy priorities, research initiatives, and policy engagement. ● Share analysed trends and case insights with the Advocacy, Research and Communications teams in line with data protection and safeguarding standards. ● Contribute to development of advocacy briefs, position papers, and knowledge products as required. 7. Communications & Visibility
• Ensure survivor-centred, ethically approved content for communications, campaigns, and public engagement, in collaboration with the Communications Desk. ● Support the development of IEC materials and digital content for awareness campaigns.
• Ensure shelter messaging is accurate, evidence-based, and aligned with organizational values and safeguarding principles. 8. Fundraising & Resource Mobilization
• Support fundraising efforts by providing technical inputs, program data, case studies, and emerging trends to inform proposal development and donor engagement. ● Identify new sources of funding. ● Lead in the development of proposals. ● Contribute to donor reporting and documentation of program impact for shelter projects. 9. Coordination, Partnerships & Representation
• Coordinate with internal departments to ensure integrated service delivery and information sharing. ● Liaise with government actors, service providers, and coordination mechanisms.
• Represent the organization in external forums as delegated. 10. Monitoring, Evaluation, Learning & Reporting
• Ensure accurate, timely, and quality data entry in the CMS, and other systems. ● Lead preparation of donors, internal reports for shelter projects. ● Support MEL processes through data quality assurance, analysis, and learning reviews. 11. Financial Oversight & Compliance
• Responsible for the day-to-day management of assigned budgets, ensuring expenditure is timely, accurate, justified, and in line with contracts and approved work plans and organizational financial policies. ● Support budget monitoring and financial accountability for respective shelter projects.
• Review and approve shelter expenditures within delegated authority in compliance with financial policies. ● Identify and manage programmatic and operational risks. ● Ensure up to date management of the finance tracking sheet for roles in your docket. ● Management of the emergency fund in line with the organisation's financial guidelines.
• Ensure individual and departmental compliance with all financial processes, policies and internal controls in the implementation of case management and program activities.

• Perform duties in accordance with agreed annual work plans, performance objectives, and appraisal processes.
• Manage workload efficiently to meet agreed timelines and quality standards.
• Promote a safe and respectful working environment in line with occupational safety and health requirements and organisational policies.
• Perform any other duties as may be reasonably assigned by the supervisor in line with the role, organizational objectives, and applicable labour laws.

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