Residential Operations Supervisor

Job Title: Residential Operations Supervisor

Location: 241 Arch St., New Britain, CT

Schedule: 32-40 hours per week; Monday - Sunday, varies based on needs

Type: Exempt, Full Time, Essential, $22-$25/hr, based on experience

Reports to: Director of Interim Housing Services

Job Purpose: The Residential Operations Supervisor is responsible for the direct oversight of the agency’s year-round overnight shelter, Transitional Living Program, and seasonal overflow shelter and acts as a facilities liaison supporting other FSC-owned and operated properties. This position is also a leader with regards to multiple aspects of the operation, including Shelter Manager supervision, staffing, discipline, facility safety & security coordination, emergency response teams, etc. This position is classified as ESSENTIAL. Therefore, the employee must report for work when scheduled, regardless of weather or other conditions that affect travel, and remain on duty until relieved by the supervisor or person scheduled for the next shift.

Duties and Responsibilities:

• Oversee the scheduling and performance of Shelter Managers, including the creation, maintenance, and adjustment of schedules in accordance with the needs of the Agency and the availability of employees;
• Responsible for ensuring coverage for all shifts in accordance with Agency needs;
• Collaborate with other Residential Operations Supervisors to ensure coverage for holiday shifts for Shelter Managers;
• Responsible for escalating incidents occurring on any FSC properties as a liaison between FSC Facilities, FSC Programs, New Britain Police Department, or New Britain Fire Department as a live-time point of contact;
• Draft the required incident reports or investigations timely when events must be addressed;
• Assist with the development of and provide input on, building and safety protocols within the shelter, documenting any concerns or changes that need to be made with the Director of Interim Housing Services and Director of Facilities;
• Supervise assigned Shelter Managers at least bi-weekly, addressing performance and/or conduct issues to ensure compliance with Agency policies and procedures;
• Proactively coach shelter staff on how to respond to program residents’ personal needs and behavior in order to support service planning goals developed by the client and Housing Stabilization Case Manager;
• Provide a supportive, encouraging environment that facilitates employee performance, and demonstrate effective management techniques;
• Complete Shelter Manager performance reviews and provide written corrective action as necessary following FSC’s Supervisor Responsibilities policy;
• Engage in proactive communication with Housing Stabilization Case Managers and other Residential Operations Supervisors to ensure wrap-around services and support to both clients and Shelter Managers;
• Proactively coach shelter staff on how to respond to program residents’ personal needs and behavior in order to support service planning goals developed by the client and Housing Stabilization Case Managers;
• Coordinate daytime activities with volunteers or donors in partnership with Investments & Partnerships team and Tomasso Community Kitchen staff (1st shift);
• Ensure that day-to-day operations are being completed on evenings and weekends and that staff are upholding the expectations of their role;
• Ensure that all shelter staff have the training and resources necessary to complete job duties in order to maintain a safe and manageable environment for program residents;
• Maintain a calm demeanor at all times, especially when dealing with crisis situations, and demonstrate the ability to de-escalate situations, providing necessary support and resources to Emergency Shelter staff for effective and smooth operations;
• Ensure clients remain compliant with all program expectations;
• Complete bed check-in in Homeless Management Information Systems (HMIS) nightly, ensuring all weekend data is entered and accurate (2nd & 3rd shift);
• Conduct room checks in conjunction with Facilities team weekly (1st shift);
• Maintain accurate meals served to residents in HMIS for the Tomasso Community Kitchen;
• In conjunction with other Staff and residents, identify and plan opportunities for prosocial activities for Emergency Shelter & Transitional Living residents;
• Attend staff meetings and trainings as directed;
• Ensure adherence to any existing Collective Bargaining Agreements (CBA) in place;
• Represent Friendship Service Center, Inc to the public in a professional manner;

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice at the discretion of the employer.

Minimum Experience and Training:

• Excellent oral and written communication skills, including computer proficiency and knowledge of Google Suite expected;
• HMIS user experience preferred;
• Solution-focused, problem-solving attitude a must;
• Serv-safe certification required;
• C.P.R. and Basic First Aid certified preferred (or completed within first 60 days);
• Personal or professional experience with homelessness valued; and
• Leadership/supervisory skills to manage staff effectively.

Skills, Qualifications and Requirements:

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

• Community: Staff is a dependable team player within their department, across departments, and with community colleagues (when appropriate); consistently at work and on time, reports to all scheduled shifts; follows instructions, responds to management direction; staff's communication style invites collaboration;
• Initiative: Staff is proactive in identifying and resolving issues, versus leaving them for someone else; staff is solution-focused, and takes pride in their work; able to oversee day-to-day operations of self and a team, staying ahead of deadlines and maintaining productive time-keeping for self and others; solicits feedback to improve personal performance, and completes tasks in a timely and accurate manner;
• Accountability: Staff acts with integrity and practices ethical decision-making; takes responsibility for mistakes instead of making excuses, and uses challenging experiences as opportunities to improve; able to navigate hard conversations with staff, participants, and peers with respect;
• Creativity: Staff is flexible, and engages in outside-of-the-box thinking to ensure work is completed and good decisions are made; open, accountable, and able to work with individuals from various backgrounds and at different skill levels; able to multitask and manage crises;
• Leadership: Staff has basic supervisory skills to direct, coach and generally support individuals in various roles.

Pay: $22.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience:

• shelter: 1 year (Preferred)

Language:

• Spanish (Preferred)

Shift availability:

• Overnight Shift (Required)

Ability to Commute:

• New Britain, CT 06051 (Required)

Work Location: In person

Salary : $22 - $25