Shift Supervisor

Shift Supervisor

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. Assigned shifts may include overnights, weekends or days. Each location is a 24/7 site that supports households through a trauma informed lens. We are seeking a candidate who can work independently with limited supervision.

Duties and Responsibilities

The Shift Supervisor core activities will include:

• Provide direct oversight of assigned Program Assistants in the day-to-day operations of the program.
• Assist 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 accountability for the shift duties

Oversight of Program Assistants

• 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.

Professional-Level Services

• Assist program leadership with public relation 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.
• Attending all meetings assigned.
• Other duties as assigned.

This description should not be interpreted as all inclusive. It is intended to identify the major responsibilities and requirements of this position. The incumbent may be requested to perform job-related responsibilities as well as other tasks not stated in this position description.

Education/Experience, Skills, Qualities, Requirements

Education:

• High School diploma or G.E.D. required

Skills:

• Customer Service: provide strong customer service to guests, partners, and volunteers, which includes positive and supportive communication.
• Leadership: guide and develop skills of program assistants on assigned shift.
• Conflict Resolution: provide a positive, solution-focused approach to conflict.
• Self-Direction: work independently within clear parameters within a team environment.
• Problem Solving Skills: ability to assess complex and changing situations, identify barriers and develop creative solutions.

Qualities:

• One year of experience providing services to unhoused or at-risk populations.
• One year of supervisory experience, preferred.
• Demonstrated history of providing professional services
• Demonstrated history of providing customer service in a professional setting.
• Demonstrated history of providing leadership in a professional setting.
• 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 identification, and physical or mental ability.
• Act with honesty and integrity; exercise appropriate discretion and maintain confidentiality of information.
• Supportive of The Salvation Army's mission
• Able to reflect and model the high standards of our organization

Requirements:

• Background Check: Continued employment will be contingent upon a biennial (every two years) background check that is processed in accordance with The Salvation Army's policies.
• Physical: Ability to maneuver, to remain in a stationary position, to grasp, push, pull, and reach overhead, to lift 25 pounds, to access and produce information from the computer, to operate telephone, to understand written information. Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A request to modify or adjust these requirements may be made to your supervisor and HR. The Salvation Army would attempt to satisfy requests if the accommodation needed is reasonable and presents no undue hardship.

Qualifications

Education

Required: High School or Equivalent or better.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.