Guest Services & Access Supervisor, TAY Health & Wellness Center

Glide•San Francisco, CA

13d•Onsite

About The Position

The TAY Health & Wellness Center Guest Services & Access Supervisor models GLIDE’s mission and values and provides leadership and direction for each shift. The role maintains building operations and safety and facilitates respite services for TAY clients accessing the Center 24/7. Under the direction of the Program Manager, the supervisor oversees operations based on established standard operating procedures, policies, and protocols. The supervisor serves as a primary point of contact for de-escalation, safety incidents, and problem-solving to support operations staff and enable low-barrier access to services. The supervisor runs daily respite services, communicates about ongoing Center activities and events, delegates assignments to reception, safety, ambassador, and janitorial staff, and coaches staff on safe, respectful, and effective engagement with TAY clients with varying conditions and needs. The role also builds positive relationships with GLIDE’s internal and external community. The tentative schedule is Tuesday through Saturday, 3 p.m. to midnight. The position is based at the TAY Health & Wellness Center, 888 Post Street, San Francisco, California.

Requirements

At least 3 years of experience leading staff or volunteers in a similar setting providing services to high-need individuals, or an equivalent combination of education and experience; this qualification is described as preferred.
Must have or complete CPR and First Aid Training, Mental Health First Aid, Crisis Prevention Certification, and Overdose Prevention within 3 months of hire.
Excellent interpersonal and teamwork skills, and knowledge of de-escalation techniques.
Experience managing crowds, lines, and/or access to critical resources for populations experiencing high levels of stress and trauma.
Ability to communicate and interact with emergency personnel, including ambulance staff, police, and firefighters, during emergencies.
Knowledge of relevant equipment, policies, procedures, and strategies to promote effective safety and security operations and protect people and property.
Strong organization and planning abilities.
Ability to multitask within specific timelines.
Ability to respond to high-intensity situations, de-escalate interactions, and work in a complex and demanding environment in the Tenderloin neighborhood.
Ability to apply community-based principles when working with people experiencing homelessness, substance use, and mental health issues.

Responsibilities

Prepare shift work schedules, including position charts and duty checklists, and adapt schedules to changing needs such as staffing shortages, events, and emergencies.
Manage daily safety support and security services inside the TAY Health & Wellness Center and around the campus perimeter, including during special events.
Lead operations staff in special-event setup, staffing, breakdown, and cleanup.
Lead operations staff in facilitating access to 24/7 respite and essential services, including showers, restrooms, lockers, a clothing closet, pet relief, food and beverages, and lounge access.
Manage inventory and observe 24/7 respite and essential services; work with the Program Manager to maintain a high standard of care, address equipment and supply needs, and receive client feedback about resources and services.
Respond to conflicts, alarms, disturbances, emergencies, and disasters; contact police or fire departments when needed, supervise staff at incident scenes, and ensure safety protocols are followed.
Investigate and document incidents involving clients, staff, and other emergencies, and provide timely, accurate updates to management and/or Return to Care for review and response.
Participate in Return to Care meetings as needed or directed by the Program Manager to collaborate on safety incidents, mitigation strategies, and client care coordination.
Document and communicate daily shift and weekly observations affecting staff morale, departmental operations, and safety operations.
Keep on-shift staff informed of critical information that affects their duties, decisions, and client access.
Model and coach professional conduct, conflict management, de-escalation, and inclusive, compassionate client service and engagement.
Participate in training and development opportunities, including CPI and CPR/First Aid, to strengthen approaches to daily work and client engagement.
Stay informed about GLIDE program offerings, schedules, and community resources, and coach staff to provide accurate information to community members seeking help and support.
Inform management of personnel issues that may affect staff morale, professionalism, or the department’s and agency’s ability to achieve their mission and goals.
Work cooperatively with other departments’ management and staff to solve problems.
Provide safety expertise and professional assessment of further interventions.
Collaborate across and within departments on project-based assignments.
Perform other duties as assigned.