Team: Night Shelters
Location: On-site at Glass Door Night shelter venues in the boroughs of Kensington & Chelsea, Hammersmith and Fulham or Wandsworth
Duration: 1 November 2025 to April 2026
Reporting to: Service Manager – Night Shelters
Shifts available: 5:00pm to 10:00pm
Job Purpose
As a Night Shelter Manager, you’ll be the lead staff member for your shift, overseeing the safe and smooth running of one of Glass Door’s seasonal night shelters between November and April.
You’ll work alongside Overnight Homeless Shelter Workers and volunteers on your shift to make sure the shelter is a welcoming, safe, and respectful place for up to 35 guests. Your role is to set the tone for the night: briefing the team before opening, welcoming and inducting new guests, explaining our shelter guidelines, and ensuring everyone knows their responsibilities. You’ll be the first point of contact for any issues during your shift, whether that’s supporting someone in distress, addressing concerns or responding to challenging behaviour.
You’ll also ensure shelter procedures are followed, keep accurate records of attendance and incidents, and maintain clear communication with the casework team so they can follow up with guests. Alongside leading operations, you’ll actively work with guests, volunteers, and colleagues to create a friendly and supportive environment where everyone is treated with dignity.
This role is ideal for someone who can remain calm under pressure, lead a small team confidently, and is committed to supporting people as they work towards ending their homelessness; all while making sure the night shelter runs smoothly from start to finish.
Job Description
As the lead staff member for your shift, you’ll be responsible for the smooth and safe running of the shelter during your working hours. You’ll work closely with Overnight Homeless Shelter Workers and volunteers, setting the tone for the night and making sure everything runs to plan.
Your main responsibilities will include:
* Leading the shift – Oversee the running of the shelter during your shift, making sure guests, staff, and volunteers are safe and supported.
* Briefing the team – Hold a short briefing before opening to make sure everyone understands their roles and responsibilities for the night.
* Welcoming guests – Greet guests warmly, induct new arrivals by explaining shelter guidelines and behaviour expectations, and answer any questions they have.
* Supporting volunteers – Guide and support the volunteer team, working closely with Volunteer Coordinators to make sure their time is well organised and meaningful.
* Monitoring wellbeing – Keep an eye on guest welfare throughout the shift, offering support when needed.
* Responding to issues – Manage any situations that arise, from emotional distress to challenging behaviour or medical emergencies, and call emergency services if necessary. Training will be provided.
* Overseeing safety and security – Take responsibility for the overall safety and security of the shelter during your shift, ensuring guests, staff, and volunteers are safe and supported at all times.
* Following procedures – Help make sure the shelter’s policies and procedures are understood and put into practice during the shift.
* Shift handover – Provide a clear handover at the end of your shift so the overnight team has all the information they need.
* Shelter van – Drive the van from its parking location to the shelter at the start of the shift, keep it tidy, and carry out basic stock checks before departure, reporting any shortages for restocking.
* Keeping accurate records – Record attendance, incidents, and observations using our iPad-based In-Form system so colleagues have up-to-date information.
* Working with the casework team – Share relevant information about guests’ welfare and needs to support follow-up work.
* Supporting practical needs – Assist the casework team with practical tasks related to guests’ day-to-day needs as requested.
* Attending meetings and training – Join monthly shelter meetings and other training or team sessions as required.
* Supervision meetings – Take part in regular supervision meetings with the Service Manager.
* Pitching in where needed – From time to time, take on other reasonable tasks to help the shelter run smoothly.
Person Specification
Essential:
* A valid manual driving licence and be willing to drive the Glass Door van.
* Experience working with people experiencing homelessness or other vulnerable groups.
* A genuine commitment to providing a high standard of service and treating everyone with respect, kindness, and dignity.
* The ability to lead a small team confidently, including during challenging or fast-changing situations, while keeping a calm and professional approach.
* Confidence in handling challenging behaviour calmly and respectfully.
* Strong written and verbal communications skills.
* The ability to carry out manual handling tasks, such as moving supplies and equipment.
Desirable:
* The ability to speak another language, for example Arabic, Tigrinya, Amharic, Polish, Spanish, French, or Russian.
* A lived experience of homelessness.
* An understanding of, and commitment to, trauma-informed care.
* Relevant training such as first aid, fire safety, conflict de-escalation, or Mental Health First Aid.
Other
* Employment is subject to a satisfactory enhanced DBS check for adults.
* You’ll be expected to follow Glass Door’s safeguarding policies and procedures.
* A commitment to equality, diversity, and inclusion in all aspects of your work.
We value diversity, promote equality and encourage applications from people of all backgrounds. We particularly welcome applications from people with lived experience of homelessness.