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Supervisor, Shelter Operations

2 months ago

Phoenix, United States UMOM New Day Centers Full time
Job DescriptionJob Description

POSITION DESCRIPTION

This position is responsible for the direct supervision of a team of Shelter Assistants. In this role you'll have opportunities to develop as a supervisor while working alongside your team to support clients.

Shelter Assistants are the friendly first faces anyone sees when interacting at a UMOM New Day Center shelter. You're a great candidate for this position if you are passionate about providing stellar customer-focused service, consider yourself a "people person," and thrive in a team environment where you are relied upon and your work impacts others. At the core of all they do in this role, shelter assistants promote an environment of safety and support, and embrace a trauma-informed care model in their interactions with clients. Wondering what that looks and feels like on a daily basis? Read on

As a Shelter Operations Supervisor you should be prepared for days that include a variety of tasks and interactions. As a supervisor, you'll always be focused on supporting, encouraging, and holding your team accountable and helping your team create a safe, positive, and inclusive work environment. You will model professionalism, embrace and champion change, and serve as an essential link for communication with and addressing needs of clients and the Shelter Assistant team. Your tasks may include sitting at the reception desk checking clients in and out, answering the phone and routing calls, accepting donations from community members, helping to monitor client moves into/out of the shelter, doing room checks to ensure client well-being and safety, helping with meal delivery and special events, walking around the shelter to identify needs of clients and/or the facility, and generally supporting the needs of and relationships with clients, staff, and UMOM visitors throughout your shift. Some days will be hard you might have to work with your teammates to de-escalate a tough situation with a client or remind yourself that a client's interaction with you is the result of their past and current experiences not a personal attack on your skills and abilities. Just like any job, there will be times when the work doesn't feel all that exciting. However, most of the time there's a lot going on and the work you do (yes, even the boring stuff) is always contributing to meeting our mission of ending homelessness.

If you're looking for a job that allows you to do impactful work that supports people, we want you to apply If you're looking for a job that will provide you with experience working in social services, we want you to apply If you're looking for a job where you'll learn valuable skills which are transferrable to a variety of future positions within this industry and beyond, we want you to apply If you're looking to work for an organization that wants to support your desire for professional growth and development, we want you to apply If you're looking for a job where people will depend on you, embrace your energy and your calm, and appreciate the value you'll add to a work environment always looking to improve, we want you to apply

Position Description: The Shelter Operations Supervisor is responsible for overseeing the operations of UMOM' s 24-hour/7 days a week shelter program to ensure the safety, health, and well-being of all clients. This position is responsible for the direct supervision of a Shelter Advocate team. The Supervisor will promote an environment of safety, support, and embrace a trauma-informed care model to working with clients.

Essential Duties and Responsibilities:

  • Provides friendly customer service to participants, volunteers, guests, and UMOM team members.
  • Answers all phone calls and transfer to the appropriate person or department.
  • Provides answers, when possible, to questions regarding programs offered by UMOM to participants, volunteers, guests, and UMOM team members.
  • Offers support, assistance, and encouragement to all participants in shelter by helping to meet immediate basic needs.
  • De-escalates conflict in a safe and appropriate manner, responding to crisis as necessary by contacting on-call leadership, police, fire department and/or crisis team as needed.
  • Supports participants in understanding and following the program expectations and policies, providing written documentation when appropriate.
  • Provide basic first aid in a safe and appropriate manner, as needed and responding as necessary by contacting on-call leadership, police, fire department and/or crisis team as needed.
  • Monitors shelter site to ensure the safety and security of all participants by completing rounds and wellness checks throughout UMOM property.
  • In the event of an emergency, maintains the safety and integrity of the area until emergency personnel arrives.
  • Conducts room checks and room searches for health and safety of shelter site.
  • Monitors and assists with involuntary exits of participants.
  • Monitors participants retrieving their belongs.
  • Addresses unauthorized guests.
  • Conducts and assist with monthly emergency drills.
  • Provides hygiene supplies, personal mail and packages to participants, and documents when appropriate.
  • Oversees the traffic and communication related to shelter operations ensuring all proper procedures are followed.
  • Drafts and/or organizes all relevant documentation and incident reports to reflect shift activities.
  • When required, completes Critical and Non-Critical Incident Reports and directs them to the appropriate staff members.
  • Operates and Monitors surveillance camera systems.
  • Oversees daily communication/debrief with security guard on campus.

Supervision & Leadership

  • Supervises staff, including training, direction of work, appraisal of productivity and efficiency, delivery of feedback and coaching, and disciplinary action, if required.
  • Works in tandem with security personnel to ensure the safety and security of all persons and property.
  • Coaches and monitors all team members to engage participants from a trauma-informed lens.

Qualification and Competency Requirements:

Experience and Education

  • High school diploma or GED equivalent required; Bachelor's Degree preferred
  • Minimum two years of professional experience, with at least one year of experience in relevant roles (e.g., shelter operations, non-profits, operations management, community-based organization positions)
  • One year experience handling customers and/ or facility safety and security issues.
  • Previous experience working with low-income/at-risk/homeless individuals or vulnerable populations preferred

Computer skills

  • Proficiency with applications including Microsoft Word, Excel, Power Point, and Outlook

Compliance

  • Valid Level One Fingerprint Clearance Card
  • Valid AZ driver's license and a driving record that falls within UMOM's policy
  • 50/100 level of car insurance coverage (mileage reimbursement available)
  • Valid 1st Aid/CPR Certification

Physical Activities and Working Conditions

The physical demands and working conditions described here are representative, but not exhaustive, of those that must be met by an employee to successfully perform the essential functions of this job.

  • Ability to lift at least twenty pounds when receiving mail packages, donations, moving client supplies, and other tasks relevant to the position
  • Ability to ascend and descend two flights of stairs regularly
  • Ability to perform duties outdoors in all weather conditions.
  • Ability to perform duties requiring extended periods of time being stationary manipulating client files, a computer (keyboard, monitor, mouse), and other standard office equipment including, but not limited to printer, copier, telephone, and associated computer/technology peripherals.

Additional Attributes

  • Willingness to embrace and actively support the unique culture and values of UMOM
  • Ability to focus on the tasks and details relevant to the position and the organization, while also switching quickly between tasks
  • Ability to exercise excellent independent judgment and take ownership of decisions
  • Ability to think on a broad, systems-level relative to the scope of the position
  • Ability to work independently and self-manage to achieve goals while being a strong team player
  • Ability to organize, meet deadlines, and delegate appropriately
  • Ability to cope with and embrace change, risk, and uncertainty
  • Ability to develop strong relationships within a fast-paced, collaborative setting that values diverse opinions; enthusiasm for helping drive change as UMOM becomes a more data-driven organization

Work Schedule: The typical schedule for this position is 5 days a week with 2 consecutive days off and includes work on weekends and holidays.

Other: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.