Client Care Supervisor

SUMMARY: 

The Client Care Supervisor leads and serves as an ambassador of the client experience. This position supervises the supportive assistance of our clients; maintaining a safe, welcoming and clean environment and the oversight of scheduled/assigned dorm/room checks. Leads the oversight of Senior Client Care Specialists and provides ongoing support and guidance in their supervision of the Client Care Specialist teams. The Client Care Supervisor creates and implements improvements or changes to the client experience. Oversees and approves the monitoring and documenting of all pertinent activities, including, but not limited to, center rules, behavior, incident and accident reports of the assigned client care teams. Directs, assists, de-escalates, mediates and resolves disputes as needed, preventing and reducing tension in the facility. 

DUTIES AND RESPONSIBILITIES:

• Commitment to the mission, vision, values and guiding principles of Chapman Partnership in empowering our clients to overcome homelessness, and achieve and maintain long-term self-sufficiency. 
• Ensure daily reporting is implemented and shared; Bed Audit Report/AWOL List and Bed Changes.
• Manage and monitor daily pick-ups of donations; clothing, food, furniture, as applicable.
• Support client care team with encouraging client cooperation as a way of promoting standards of cleanliness, safety and accountability.
• Supervise staff with oversight of the monitoring of specific, assigned dorms; for policy adherence; client needs, room/bed assignments, laundry, bed count, hours allowed and random sweeps of personal belongings.
• Lead the training and development of client care staff; onboarding and collaborating with all other departments on organization wide structure, policies, processes and protocols.
• Meet with Senior Client Care Specialists to assess priorities and assign tasks via continuous communication and weekly meetings. Monitor for coverage and report scheduling issues to Client Care Managers.
• Supervise client care centers of excellence; fostering continuous improvement in the areas of monitoring, assisting and reporting.
• Create effective client and staff communications and supervise implementation of messaging via various communication channels.
• Build team schedules, manage front-line coverage and supervise the accuracy in reporting and approval of staff hours worked; scheduling of shifts, coverage and scheduled personal time off.
• Act as a liaison, cross-functionally with internal support teams, including Programs’ Care Team meetings to provide support and alignment on safety issues, facility/maintenance needs, and policy adherence.
• Act as a liaison, cross-functionally with external support, including The Homeless Trust, Outreach Teams, security vendor/law enforcement/emergency personnel for safety issues, facility/maintenance needs, and policy adherence.
• Serve as back-up to Client Care Manager as needed.
• Supervise staff and address personnel related issues, effectively and timely, inclusive of the disciplinary process in collaboration with center management and human resources.
• Ensure compliance with local, state, and federal laws.
• Performs other duties as assigned.

QUALIFICATIONS:

• At least three (3) years of supervisory experience.
• Bachelor’s Degree with major course work in social services, health services, project management, business management, or equivalent experience.
• At least two (2) years of experience working with the homeless population or in residential living, or behavioral health facilities.
• Must have and maintain a Florida State Driver’s License with “safe driver” classification. 

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of Chapman Partnership policies and procedures. 
• Overall understanding of challenges affecting our clients. 
• Excellent conflict resolution skills.
• Excellent customer service skills.
• Experience working with vulnerable populations.
• Ability to be professional, flexible, respectful, and calm. 
• Ability to work well with others. 
• Ability to lead by example. 
• Exceptional verbal and written communication skills. 
• Computer Literate. 
• Bilingual in English and Spanish and/or English and Creole preferred.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Frequently required to stand.
• Frequently required to walk.
• Frequently required to sit.
• Frequently required to utilize hand and finger dexterity.
• Frequently required to, bend, stoop, or kneel.
• Continually required to talk or hear.
• Must be able to stay awake for a period of 12 hours.