Supervisor of Shelter Services

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Posted 7/26/2021

The Supervisor of Shelter Services is a full-time position working in a team and one-on-one setting with shelter advocates, peer supports, service coordinators, and program coordinators for effectiveness, efficiency, productivity, and coordination. The supervisor leads by example, training and coaching staff to build a team that ensures quality services to the program participants. The supervisor will work to maintain a safe, supportive, and Trauma-Informed environment within shelters. The supervisor will monitor shelter facilities to keep our participants safe and support participants and staff in following all shelter procedures to ensure each shelter is clean, restocked, and up to standards based on state regulations. The supervisor will provide support during program participant crises and complete monthly reports as advised by the Director of Homeless Solutions.

The Supervisor of Shelter Services is a management team member and collaborates with other direct service supervisors and directors. The supervisor will participate in trainings, programs, department and agency meetings, as required, and inter-agency groups that provide assistance and advocacy.

The Supervisor of Shelter Services is expected to model professional behavior, provide regular supervision for staff, and ensure service area compliance with government and other grant regulations. The Supervisor is responsible for data collection, reporting, and monitoring case files and program budgets to ensure compliance with federal and other grant regulations. This position performs duties in accordance with Welcome House Core Values, including Compassion, Advocacy, Integrity, Quality, Leadership, and Community.

PRINCIPAL DUTIES & RESPONSIBILITIES
1. Administration
• Provides leadership and support to the Shelter Services team.
• Builds strategic strong relationships in the community for the benefit of and advocacy for the program participants.
• Assists the Shelter Services Team to identify and access community resources.
• Makes sure that referrals are being made in a timely and effective manner internally to other service areas and to community resources.
• Monitors timely, accurate, and concise documentation of client case plans, case notes and homeless eligibility documentation, change of status forms and other reporting/tracking forms in accordance with agency and funder guidelines.
• Monitors that client data is entered into Vesta within 3 business days.
• Implements the development and integration of service goals, timelines and outcomes.
• Implementation of program and agency Policies & Procedures.
• Reviews time sheets and time logs for accuracy on a bi-weekly basis for payroll and compliance purposes.
2. Management
• Encourages collaboration between all Welcome House services.
• Oversight of hiring, supervision, and evaluation of staff for the Shelter Services Team.
• Creation of training and onboarding materials with oversite of new hire training.
• Collaborates with the Partnership Center to create new users and set-up trainings for new staff in Vesta.
• Manages employee performance through a process which clearly identifies performance expectations, delivers timely constructive feedback, and provides appropriate recognition.
• Communicates to the Director of Homeless Solutions any staff issues or concerns.
• Maintains real-time client lists, waiting lists, and with the Director of Homeless Solutions manages caseloads and assigns new cases.
• Oversite of activities provided through the VOCA program.
• When necessary, manage a case load of clients as assigned by the Director of Homeless Solutions.
• Reviews data, monthly and quarterly reports and performance measures and reports to Director of Homeless Solutions to evaluate the services.
• Shift scheduling to ensure coverage for all shifts in shelter.
• Coordinates and participates in on-call for each shelter.
3. Internal/External Collaboration
• Provide outreach services to the homeless population in the community, on the streets, in homeless camps and in the Northern Kentucky rural counties as deemed necessary by the Director of Homeless Solutions.
• Responsible for providing documentation of homelessness in collaboration with the Service Coordination team.
4. Reporting
• Manages a tracking system/protocol for team and provides information to Director of Homeless Solutions for quarterly and annual reporting purposes.
• Provides analysis of data and outcomes as directed by Director of Homeless Solutions.
5. Service Area Development and Evaluation
• Assists in developing and analyzing outcome measures. Adapts interventions in response to assessments of clients’ needs.
• Researches best practices and maintains source material and relevant trainings/webinars for team members.
• Regularly review caseloads, plans and documentation to ensure that services are being delivered and will result in the best outcomes for clients and are compliant with Welcome House values.
• Providing essential services necessary to reach out to unsheltered homeless people; connect them with emergency shelter, housing or critical services.
6. Public Relations
• Provides appropriate advocacy activities for staff, volunteers, and clients.
• Networks and builds collaborations to improve the quality and effectiveness of services.
• Maintains positive public relations and serves as a liaison with community service providers and Welcome House partner agencies.
7. Other duties as specified by the Director of Homeless Solutions.
QUALIFICATIONS:

Education:
• Bachelor’s Degree required, Master’s Degree desired or equivalent

Experience
• Minimum of one-year of supervisory experience preferred.
Previous experience working with homelessness, individuals with mental illness, and/or individuals undergoing treatment for substance abuse.

Skills/Specialized Knowledge/Abilities
• Proficient in problem solving techniques and have a high capacity to think critically
• Proficient ability to communicate both verbally and in writing
• Proficient ability in conflict management
• Advanced to work independently as well as part of a team
• Advanced ability to develop community resources and networking ability
• Increased knowledge of and involvement in community resources/partnerships
• Proficient knowledge of Mental Health/Substance Abuse resources
• Strong leadership ability
• Ability to collaborate both internally and externally

Key Performance Indicators:
• Understands agency vision/mission and how to achieve agency goals
• Understands culture of poverty and works effectively with clients
• Proficient in case planning and client engagement
• Proficient in documentation and have to ability to train staff
• High Involvement in community partnerships
• Proficient knowledge of Mental Health/Substance Abuse resources
• Provides training, coaching and mentoring of case managers
• Proficient in job readiness
• Proficient in assessment
• Participating in leadership responsibilities within case management team and agency
• Ability to understand and contribute to quarterly and annual reporting
• Takes on leadership role in departmental and cross-functional compliance

WORKING CONDITIONS:
Working Hours/Environment
• Work typically performed in an indoor, 3-floor office building.

Tools and Equipment Used
• Personal computer, copier, fax/scanner, phone, and other typical office equipment.

Travel
• 15-20% of the time

Physical and Mental Demands
• Frequently required to sit at a desk/workstation for long period of time
• Ability to work at a computer terminal for extended periods of time
• Digital dexterity and hand/eye coordination in operation of office equipment
• Ability to speak to and hear employees/clients via phone or in person
• Body motor skills sufficient to enable incumbent to move between 3 floors
• Additional Mental Requirements: compare, decide, direct, problem solve, analyze, instruct, interpret
• Minimum lifting up to 50 pounds

Interested parties should submit a cover letter and resume via e-mail to: humanresources@welcomehouseky.org

Welcome House is an equal opportunity employer. Employment selection and related decisions are made without regard to gender, race, age, disability, religion, national origin, color, gender identity, sexual orientation, veteran status or any other protected class.

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