Safe Alliance - Shelter Guest Services Supervisor

Essential Duties and Responsibilities

Support the agency mission by providing hope and healing to those impacted by domestic violence, sexual assault, human trafficking, and child maltreatment.

• Using a trauma-informed, client-centered approach to:
  • Act with client in mind and work to meet client's needs and expectations to the extent possible.
  • Ensure all interactions are clientcentered and responsive to individual guest needs
  • Ensure adequate 24/7 front desk coverage during staff PTO, sick time, training, and vacancies
  • Be trained and available to fill in at the front desk as needed, including intake support, phone coverage and hospital accompaniment.
  • Provide crisis intervention and deescalation when needed
  • Manage client and stakeholder complaints and grievances, serving as a supervisorylevel responder for guest conflict and crisis situations.
  • Support staff in navigating complex client situations with empathy, professionalism, and consistency
• Administration
  • Through use of strong organizational skills, maintain a centralized coverage calendar and coverage system to ensure consistent staffing
  • Ensure strong attention to detail to assist with shelter audits and required data reporting.
  • Serve as the initial point of contact for shelterspecific guest record requests and ensure proper processing in accordance with policy
  • Maintain confidential and accurate, up to date client, stakeholder, intern, and volunteer records, program and agency records in agency databases, which may include CSN, Raiser's Edge, Financial Edge, and Paycom.
  • Adhere to agency and program procedures concerning documentation, Critical Incident Reports, and Client Satisfaction Surveys, and participate in the Quality Assurance process.
  • Recruit, select, and evaluate frontline staff.
  • Provide primary supervision, direction, training, support and coaching of assigned staff through regular communication, timely performance management, and oversight.
  • Ensure that employee time is entered into timekeeper system accurately and approve timesheets according to established deadlines.
  • Manage staff complaints and grievances.
  • Provide oncall supervisory support according to an assigned oncall schedule
  • Ensure the delivery of quality services through clear program procedures and guidelines.
  • As assigned, support agency and program with creating/maintaining budget, policies, and procedures.
• Stewardship
• • Collaborate effectively with other shelter and program teams to support crossprogram integration
  • Attend crossprogram and organizational meetings as requested to promote collaboration and role clarity
  • Support consistent communication and coordination across shelter services
  • Increase awareness of victimization, prevention, and available resources through public speaking and media requests as assigned by supervisor.
  • Participate in community meetings and committees as assigned by supervisor.
  • Promote and maintain professional relationships with agency staff, volunteers, interns, stakeholders, and community partners.
• • Professional Development
• Professional Development
• Contribute to quality of services by staying informed of best practices, developments and trends in the area of trauma and victimization, especially as it relates to intimate partner violence, sexual violence, and child maltreatment.
• Maintain and develop skills and knowledge by attending training and ensure licensure and certifications are up to date as needed for the job.
• • Contribute to agency effectiveness by performing other duties as assigned.
  • Core Competencies
    • Demonstrate all agency competencies.
    • Demonstrate the position agency competencies:
      • Action Oriented/Planning and Organizing
      • Decision Making/Problem Solving
      • Managing Work
      • Client Focus
      • Conflict Management
      • Innovation/Teamwork
      • Guiding and Developing Staff

Education and/or Work Experience Requirements

• Requirements: Bachelor Degree or Equivalent Experience
• Preferences: Experience working with victims or experience in human services.
• Language: Spanish-speaking preferred

Physical Requirements

• Light work: Exerting up to 20 pounds of force occasionally and/or a negligible amount of force frequently or constantly lift, twist, carry, push, pull or otherwise move objects, including the human body.
• Ability for close vision, distance vision, color vision, depth perception, and ability to adjust focus to perform an activity to determine accuracy and thoroughness of work assignment.
• Ability to reach, stand, crouch, walk, and finger, grasp, sit, twist, talk, hear, and perform repeated motions.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Employee must have access to transportation that allows them to meet all job requirements in a timely fashion. Position may require staff to work outside of the typical work hours as the agency provides services 24/7.

The above statements are intended to describe the general nature and level of work being performed by people assigned this job classification. They are not to be constructed as an all-inclusive list of all duties, skills, and responsibilities of people so assigned.

To apply, please submit a cover letter that states why you want to work at Safe Alliance and your salary requirements along with your resume.