Guest Services & Access Supervisor, TAY Health & Wellness Center

GLIDE•San Francisco, CA

1d•$70,340 - $75,000•Onsite

About The Position

The Guest Services & Access Supervisor at GLIDE’s TAY Health & Wellness Center models the organization’s mission and values and provides leadership and direction for each shift. The role maintains building operations and safety and facilitates respite services for Transition-Age Youth (TAY) clients accessing the Center 24/7. Under the direction of the Program Manager, the supervisor oversees operations in accordance with established standard operating procedures, policies, and protocols. The supervisor is the main point of contact for de-escalation, safety incidents, and operational problem-solving. The position supports operations staff and low-barrier access to services, oversees daily respite services, communicates information about Center activities and events, delegates assignments to reception, safety, ambassador, and janitorial staff, and coaches staff in safe, respectful, and effective engagement with TAY clients with varying conditions and needs. The tentative schedule is Tuesday through Saturday, 3 p.m. to midnight. The Center is located at 888 Post Street in San Francisco. This is a full-time, 40-hour-per-week exempt position.

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, including knowledge of de-escalation techniques.
Experience managing crowds, lines, and/or access to critical resources for populations that may be experiencing high stress and trauma.
Ability to communicate and interact with emergency personnel, such as ambulance crews, police, and firefighters, during emergencies.
Knowledge of relevant equipment, policies, procedures, and strategies for effective safety and security operations and the protection of people and property.
Excellent organization and planning abilities, with the ability to multitask within specific timelines.
Ability to respond to high-intensity situations, de-escalate interactions, and work in a complex and demanding Tenderloin neighborhood environment.
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 them to changing needs such as staffing shortages, events, activities, 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 staff in facilitating access to 24/7 respite and essential services, including showers, restrooms, lockers, clothing, pet relief, food and beverages, and lounge access.
Manage inventory and observe respite and essential services; work with the Program Manager to maintain quality, address equipment and supply needs, and gather 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 emergencies, and provide timely, accurate updates to management and/or Return to Care.
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 updates and weekly occurrences or observations affecting staff morale, departmental operations, and safety.
Keep shift staff informed of critical information affecting their decisions, duties, and client access.
Model and coach professional conduct, conflict management, de-escalation, and inclusive, compassionate client engagement; support staff development and community trust.
Participate in training and development, including opportunities such as CPI and CPR/First Aid.
Stay informed about GLIDE program offerings, schedules, and community resources, and coach staff to provide accurate information to people seeking support.
Inform management of personnel issues that may affect staff morale, professionalism, or the department’s and agency’s ability to meet their mission and goals.
Work cooperatively with other departments to solve problems, provide safety expertise and professional assessments of interventions, and collaborate on project assignments.
Perform other duties as assigned.