Shift Supervisor

About the role

The Shift Supervisor is responsible for supporting the oversight of day-to-day operations for programs serving individuals or families who do not have permanent housing. The primary responsibility of this position is to provide supervision and oversight of front-line customer service delivery and safety to program guests. Leadership responsibilities include staff training and coaching, safety, implementation policies and procedures, and other personnel related items.

Responsibilities

• Provide direct oversight of assigned Program Assistants in the day-to-day operations of the program.
• Aid program leadership with any HR related needs, staff discipline and conflict resolution as pertains to subordinates.
• Ensure guest support and services are implemented according to site policy.
• Hold Program Assistants accountable for the shift duties.
• Assign Program Assistants to the roles that are required for day-to-day operations of the program to ensure the site is safe, clean, organized, and welcoming.
• Assign tasks to Program Assistants to ensure that all shift tasks are completed in compliance and accordance with contract and policies.
• Provide strong customer service to guests, which always includes positive and supportive communication.
• Build and maintain professional relationships with shelter guests, partners, volunteers, and staff.
• Understand and communicate expectations of the program agreement at the location, ensuring compliance with policies and accurate record-keeping.
• Ensure that all shift notes, program materials, client files and data are maintained, in accordance with contract and organizational policies.
• Ensure that meal service is provided in compliance with SafeServ regulations during designated times.
• Ensure that guest unit/bed assignment checks are assigned and conducted to support guests’ adherence to program expectations.
• Communicate urgent concerns following the appropriate chain of command and communication methods.
• Assist program leadership with public relations activities by ensuring that all PR entering site has been cleared through the appropriate channels.
• Provide information and referral to social service programs as needed or refer to appropriate staff as needed.
• Address conflicts and mediate issues with de-escalation strategies to ensure a peaceful and safe environment within the program.
• Respond promptly and effectively to emergency situations, including medical or safety concerns, following established shelter protocols to protect the well-being of households and staff within the protocol.
• Ensure that all The Salvation Army policies are observed.
• Maintain ethical boundaries with clients, colleagues, and partners in alignment with The Salvation Army’s code of ethics and policies.
• Complete all required training in adherence to the training schedule and in compliance with contract, organizational and program needs; ensure subordinates complete all required training as assigned.
• Attend all meetings assigned.

Qualifications

• A high school diploma or G.E.D. required.
• One year of experience providing services to unhoused or at-risk populations.
• One year of supervisory experience, preferred.
• A demonstrated history of providing professional services.
• A demonstrated history of providing customer service in a professional setting.
• A demonstrated history of providing leadership in a professional setting.
• A desire to serve others by building on strengths.
• Comfortable working in a crisis-oriented environment and responding appropriately to a person in crisis.
• Ability to respond with humility to diversity and the needs of our unhoused neighbors.
• Ability to work effectively, cooperatively, and respectfully with staff, volunteers, guests, partners, and community members regardless of race, ethnicity, national origin, partner status, faith, age, socio-economic status, gender identity, and physical or mental ability.
• Supportive of The Salvation Army’s mission.
• Able to reflect and model the high standards of our organization.