CSS Supervisor

St Anthony Foundation•San Francisco, CA

1d•$51,000 - $61,000

About The Position

Founded in 1950, St. Anthony's is the most comprehensive safety net service center in San Francisco, directly providing food, clothing, medical care, addiction recovery services, access to technology, job training, and other critical resources to the community. Every day we support and are supported by thousands of San Franciscans. Everyone who comes through our doors joins the St. Anthony's family and helps us create a future where all people flourish. Principal Responsibility: Community Safety Services (CSS) staff helps provide a safe environment for staff, clients, volunteers, and other occupants of St. Anthony Foundation and our external partners and customers. This team responds to on-the-ground crises and emergencies to increase safety in the Tenderloin and similar communities. You will be supervising a team that takes a trauma-informed perspective to their work. In the spirit of our Franciscan values and heritage, our team de-escalates behaviors and risks with compassion and care daily. As a steward of healing and social justice, you are expected to meet the following duties:

Requirements

2 or more years of experience in supervisor role, preferably in a non-profit, emergency response, or security organization.
2 or more years' related experience in safety or security with a focus on crisis intervention and de-escalation techniques.
Excellent interpersonal, listening, oral, and written communication skills are required.
Ability to be polite, diplomatic, and firm.
Can set limits and practice professional boundaries with guests, direct reports, and coworkers.
Ability to respond to emergencies and high pressure situations in a self-composed and self-assured manner.
Ability to work non-traditional hours and days (weekends and holidays required).
Ability to complete paperwork neatly and legibly.
Ability or willingness to learn to use information and communication technologies (computers, smartphones, and iPads) to find, evaluate, create, and communicate information.
Ability to remain awake and aware during all scheduled shifts.
Ability to be punctual, reliable, cooperative, and stay team-oriented.
Must complete Crisis Prevention training within 3 months of hire.
P.R./First Aid certification preferred.
Must complete certification within 3 months of hire.
Willingness to work in remote locations.
Experience working in a non-profit or community-based social service agency with people experiencing homelessness or poverty.
Commitment to St. Anthony Foundation Statement of Values and a desire to work for a social services agency serving the poor.

Nice To Haves

Experience with conflict de-escalation skills is preferred.
Proficiency in a second language is strongly desired (Spanish, Mandarin, Tagalog, Cantonese).

Responsibilities

Provide on the ground supervision for CSS team members to provide community safety and guest engagement.
Directly supervises regular and on-call relief staff and provide timely and regular feedback on their performance.
Leads the team and coaches staff in the moment on position and post expectations.
Complete staff performance evaluations and provides feedback on skill development and performance to CSS Management Team.
Assist with training all SAF CSS staff on standard operating procedures for the department.
Assist with the hiring, training, and familiarizing new staff with SAF programs.
Monitor staff radio use and advise CSS Manager or Administrative Assistant of any discrepancies, misuse, or repair issues.
Ensure staff are professional, demonstrate good customer service skills towards guests and other community members.
Role models and sets the expectation that staff treats all individuals with dignity and respect.
Participate and occasionally lead regular meetings and team huddles for all CSS staff in conjunction with shift supervisors and other CSS staff.
Observe staff and safely intervene as appropriate in crises to ensure the safety of staff, guests, clients, volunteers, and other visitors.
Oversee the safety of staff and guests who have been detained by CSS staff.
Works in collaboration with the police and ensures that all protocols have been followed.
Responsible for all paperwork to be completed and the guest(s) have been informed of their 86 status.
Reviews the procedures a guest will need to follow before they can be re-instated for services.
Responsible for ensuring staff that has completed the Efforts to Outcome (ETO) report.
Manage safety situations, ensuring each is handled with appropriate de-escalation techniques to prevent or defuse the situation.
If physical intervention is warranted, ensure SAF's non-violent intervention procedures are observed.
Comply with all St. Anthony safety requirements, policies, and requirements to ensure a safe work environment for all.
Participate in regular training and development opportunities to increase personal capacity to apply innovative approaches to daily workflows and guest engagement.
Contact and schedule on-call relief staff as needed.
Fill in as needed to maintain front line staffing
Assist CSS Management with the planning and implementation of CSS policies and procedures to ensure a safe and secure environment.
Assist with the work unit, 100 block and Social Enterprise communication flows (security messages/briefs, 86’s, policy changes, SAF information, memos, staff calendar, event calendar, emails, etc.)
Oversee and assist staff with accurate and timely reporting and documentation including 86 reports, incident reports, 911/police reports, reinstatement requests, client complaint follow-ups, and building security checks.
Reviews reports as needed.
Responsible for coordination, processing, rotating and ordering of meal-line tickets for the Dining Room line.
Ensure tickets are organized and print-outs are made.
Handle routine complaints.
Investigates and documents more serious complaints and forwards to the CSS Manager (or Director in the absence of the Manager) for a response.
Collaboratively works with others to achieve team success.
Manage stress and pressure situations calmly and responsively.
Maintain the capacity to control reactions and awareness of how their behavior or response can impact others.
Consistently demonstrate integrity while working and representing St. Anthony’s.
Practice direct, respectful, open, and honest communication with their colleagues.
Proactively seeks support from team members or management.
Treat all guests, staff, and community members with empathy, dignity, and respect.
Seek to understand the other person's perspective and experience.
Demonstrate cooperation with coworkers, management, and the community at large.
In the absence of CSS Management serves as the main contact person for Community Safety Services.