Faith House Emergency Shelter - Program Supervisor

A New Leaf•Glendale, AZ

7d•Onsite

About The Position

A New Leaf is committed to empowering individuals and enriching communities through transformative services. Our core values—Compassion, Passion for Results, Collaboration, Accountability, Integrity, and Conscientiousness—guide us in creating meaningful, lasting impacts in the communities we serve. The Program Supervisor provides day-to-day leadership and operational oversight for the Faith House Emergency Shelter, supporting safe, trauma-informed, participant-centered services and effective 24-hour shelter operations. This position oversees daily program activities, service delivery, staffing coordination, participant needs, and service quality and compliance, and partners with the Program Manager to support program performance and continuous improvement.

Requirements

High School Diploma or GED required.
Minimum two (2) years of experience in human services, behavioral health, shelter or residential services, housing programs, crisis services, case management, community-based services, or other related program operations required.
Minimum one (1) year of supervisory experience required, including experience providing staff direction, coaching, performance feedback, and day-to-day oversight.
Knowledge of trauma-informed practices, crisis intervention, participant-centered service delivery, community resources, and professional boundaries required.
Ability to maintain professionalism, confidentiality, sound judgment, cultural competency, and effective working relationships with diverse populations.
Strong verbal and written communication, organizational, interpersonal, and problem-solving skills required.
Ability to manage multiple priorities in a fast-paced environment while supporting quality participant services.
Must Be At Least 21 Years of Age
Class One Fingerprint Clearance Card
Central Registry Background Check
Drug Screening
CPR/First Aid Certification
Valid Unrestricted Driver’s License
Current Auto Liability Insurance
39 Month Motor Vehicle Record

Nice To Haves

Associate degree or bachelor’s degree in Social Work, Human Services, Behavioral Health, Psychology, or a related field preferred.
Experience working with individuals impacted by domestic violence, homelessness, behavioral health needs, trauma, or other vulnerable circumstances preferred.
Experience with documentation, case management systems, reporting, data quality, and program compliance preferred.
Bilingual (English/Spanish) verbal communication preferred.

Responsibilities

Provide day-to-day supervision, direction, coaching, and technical support to assigned shelter staff to promote effective performance, accountability, and quality participant services.
Coordinate daily staffing assignments, schedules, and workflow to maintain appropriate coverage and continuity of shelter operations.
Monitor employee performance and provide timely coaching, feedback, and guidance; address routine performance and conduct concerns and escalate significant or recurring matters to the Program Manager and Human Resources, as appropriate.
Participate in recruitment, interviewing, selection, onboarding, transfers, corrective action, separations, and employee development in partnership with the Program Manager and Human Resources, providing recommendations regarding assigned staff as appropriate.
Complete employee performance evaluations, competency assessments, and required supervisory documentation within established timeframes and provide recommendations to the Program Manager regarding employee performance and development.
Conduct program and facility orientation for new staff and ensure assigned employees receive required training related to program procedures, safety practices, confidentiality, professional standards, and applicable requirements.
Conduct regular staff meetings and promote accountability, collaboration, effective communication, and quality participant services.
Review and approve employee timecards and leave requests within assigned authority and accurately and timely initiate or support applicable personnel transactions, including status and transfer requests, in accordance with organizational procedures.
Monitor staff adherence to agency policies, licensing requirements, grant and contractual requirements, professional standards, mandatory training, confidentiality requirements, and safety procedures.
Oversee day-to-day shelter operations, including safety, security, cleanliness, functionality, participant services, and appropriate utilization of program resources.
Exercise sound judgment in responding to routine participant, staffing, facility, safety, and operational matters and promptly escalate significant, unusual, or high-risk concerns to the Program Manager or other appropriate leadership.
Model and promote trauma-informed, participant-centered practices while maintaining professional boundaries, confidentiality, ethical standards, and a safe and respectful shelter environment.
Complete participant intake, orientation, crisis intervention, safety planning, interim service plans, and lethality/basic-needs assessments as needed to support program operations and service continuity.
Develop, implement, and update individualized FOCUS Plans in collaboration with participants as needed.
Maintain complete, accurate, and timely participant documentation, case files, and electronic records in accordance with agency, funding, licensing, contractual, and confidentiality requirements.
Facilitate psychoeducational and support groups or provide oversight and coaching to staff facilitating groups to ensure services are culturally responsive, trauma-informed, and participant-centered.
Respond appropriately to participant crises, behavioral concerns, conflicts, and emergency situations using trauma-informed de-escalation and established safety protocols.
Coordinate and support participant referrals, resource connections, discharge planning, and transition services.
Support the Program Manager with participant intake and discharge processes, utilization management, operational planning, staffing coordination, program implementation, and continuous quality improvement initiatives.
Meet regularly with the Program Manager to review program operations, staffing needs, employee and participant concerns, compliance matters, operational priorities, and recommended solutions or follow-up actions.
Complete and submit required reports, statistics, incident reports, daily activity logs, administrative documentation, and other required program records accurately and within established deadlines.
Review participant documentation for accuracy, completeness, timeliness, and compliance with agency, contractual, licensing, funding, and confidentiality requirements; provide coaching or follow-up with staff when deficiencies are identified.
Support administrative reporting, contract and regulatory compliance, audits, monitoring activities, corrective actions, and quality assurance initiatives as assigned.
Maintain the confidentiality and security of participant, employee, and organizational information in accordance with agency policy, contractual requirements, and applicable law.
Participate in the shelter's leadership on-call rotation and provide timely supervisory guidance, response, coordination, and escalation for urgent participant, staffing, safety, facility, and operational matters in accordance with agency procedures and established escalation protocols.
Establish and maintain collaborative working relationships with participants, staff, community partners, law enforcement, healthcare providers, and other service organizations; participate in required meetings, trainings, committees, and professional development activities.
Perform other duties as assigned in support of program operations and organizational objectives.