Residential Services Shift Supervisor (Evening)

COVENANT HOUSE NEW ORLEANS•New Orleans, LA

8d•$42,000 - $44,000•Onsite

About The Position

In keeping with the Mission Statement and Principles of Covenant House New Orleans, the Residential Services Shift Supervisors are responsible for providing supervision and operational oversight of the Care Center during assigned hours. This position ensures the delivery of high-quality, trauma-informed, youth-centered services while fostering an environment rooted in dignity, respect, and collaboration. The Shift Supervisor will manage staff, provide guidance and mentorship, and ensure compliance with best practices in youth engagement, light-touch case management, and trauma-informed care. Residential Services Shift Supervisors collectively ensure seamless 24-hour intake operations with responsibilities distributed across shifts to guarantee continuous access, accurate documentation, and timely service engagement. This role plays a key leadership role in supporting youth in their journey toward self-sufficiency, stability, and empowerment while fostering a workplace culture rooted in dignity, respect, and well-being for both youth and staff. The Evening Shift Supervisor leads all operations during peak residential hours with primary responsibility for community environment, behavior management, youth engagement, and intake bridging functions. This role assumes responsibility for intake-related duties that occur during evening hours, including oversight of respite arrivals and preparation of all individuals for full intake completion. Evening Shift intake responsibilities include: Greeting and screening all late-arriving youth; Assessing immediate needs such as food, hygiene, clothing, and safety; Determining eligibility for respite vs. full intake pathway; Assigning youth to appropriate respite or lounge placement; Ensuring belongings are searched and contraband protocols followed; Initiating preliminary intake documentation where possible; Monitoring respite participants for compliance with program rules; Coordinating readiness for full intake completion the following morning; Communicating all intake activity and documentation needs to Overnight and Day Shift Supervisors.

Requirements

Bachelors degree in Social Work, Public Health, Psychology, Counseling, Nonprofit Management, Human Services, Education or related field or equivalent experience below required.
The following equivalencies are acceptable in lieu of the above-mentioned undergraduate or graduate degree and/or years of professional experience requirements: Associates degree or two (2) years (sixty 60 hours) of college completed AND six (6) years of related experience in social services OR One (1) year (thirty 30 credits) of college completed AND eight (8) years of experience in social services OR Ten (10) years of experience in social services.
Two (2) years of experience in youth homelessness services in a related social services field.
Three years of experience in youth homelessness services or similar field with at least one year in a supervisory role.
Strong understanding of trauma-informed care.
Experience with case management software such as HMIS and ETO and Microsoft Office.
Strong organizational and time management skills.
Proven experience in managing and mentoring staff, providing constructive feedback, and fostering professional development.
Knowledge of youth development, crisis intervention, and behavioral management strategies.
Excellent communication skills, including the ability to engage youth, families, and staff in open, respectful dialogue.
Ability to work collaboratively with a multidisciplinary team as well as external partners and community resources.
Experience with case management software (e.g., HMIS, ETO) and proficiency in Microsoft Office Suite.
Strong organizational and time management skills with the ability to handle multiple priorities in a fast-paced environment.
Ability to work with individuals from diverse backgrounds and provide culturally competent services.
Valid driver's license is required.
Strong interpersonal and communication skills with the ability to interact with youth, staff, and visitors in a respectful and compassionate manner.
Ability to remain calm and composed in high-pressure or emergency situations.
Knowledge of trauma-informed care practices and a commitment to supporting the emotional well-being of youth.
Strong conflict resolution and de-escalation skills.
Ability to work independently and as part of a team.
Ability to patrol the premises and respond quickly to emergencies when necessary.

Nice To Haves

Experience with case management software such as HMIS and ETO and Microsoft Office
Experience with case management software for example HMIS ETO and proficiency in Microsoft Office Suite

Responsibilities

Supervise and provide direct support to Youth Engagement Specialists, ensuring they meet program objectives, case management support goals, and performance expectations, and uphold the values of fairness, compassion, and accountability during assigned shift.
Offer regular one-on-one supervision, coaching, shift meetings, and professional development to foster a positive and supportive team environment.
Conduct regular team meetings to review youth progress, share best practices, and address challenges in service delivery.
Provide guidance to staff in the implementation of trauma-informed care practices and ensure they model a strengths-based approach in their work with youth.
Ensure staff interactions with youth and colleagues reflect a commitment to dignity and respectful communication.
Address performance concerns with integrity and alignment with CHNO chain of command and accountability standards.
Conduct regular rounds and monitor facility conditions.
Oversee the development and delivery of services that focus on engaging youth, including case plan progress monitoring, crisis intervention, and progress-to-goals support.
Provide support to youth in their transition from shelter services to permanent housing, employment, education, and life skills.
Foster relationships with youth in a non-judgmental and empathetic manner, ensuring their voices are heard, respected, and incorporated into their success case plans.
Oversee respite arrivals and ensure proper placement.
Ensure compliance with eligibility and program guidelines.
Coordinate preparation for next day intake completion.
Assist with the implementation of training programs for Youth Engagement Specialists on trauma-informed care, youth development, case management support, best practices, and other relevant topics.
Promote continuous learning opportunities for staff to stay informed about best practices in youth homelessness, mental health, and trauma recovery.
Support staff in developing habits that promote emotional resilience and balance to prevent staff burnout and ensure they have the tools and resources to succeed.
Collaborate with other shelter staff and community partners, including case managers, programmatic support staff, and mental health professionals, to ensure youth receive comprehensive, coordinated services.
Participate in case conferences and team discussions to ensure youth needs are met in a holistic and integrated manner.
Communicate all relevant updates to day and overnight supervisors.
Assist in the implementation of new programs or initiatives that address the evolving needs of youth experiencing homelessness.
Monitor the progress of youth according to their individual case plans and provide feedback to staff on service effectiveness.
Participate in regular evaluations of program performance, including reports on outcomes, successes, and areas for improvement.
Ensure compliance with program guidelines, regulatory requirements, and funding specifications.
Provide support and guidance to the YES team in responding to crisis situations, including safety concerns, emotional distress, and behavioral challenges.
Model compassionate leadership using trauma-informed de-escalation techniques.
Ensure staff are equipped to manage challenging situations in a way that promotes safety, stability, and trust.
Set the tone for trauma-informed care through empathetic, respectful interactions.
Ensure all youth engagement activities are conducted with sensitivity to trauma.
Encourage an environment where youth feel empowered, valued, and respected.
Maintain a calm, non-confrontational demeanor when addressing behaviors.
Use effective CPI techniques to manage conflicts.
Collaborate with staff to address behavioral or emotional issues in alignment with trauma-informed principles.
Document all critical incidents clearly and timely.
Complete detailed reports on activities, incidents, and interventions.
Follow up on incidents to ensure appropriate actions are taken.
Respond appropriately to emergencies such as medical situations, fires, or altercations.
Assist in evacuation or lockdown procedures.
Provide immediate support, ensuring safety and emotional care.
Participate in ongoing training in trauma-informed care, de-escalation, and mental health.
Support training of other staff.
Encourage reflective practices and resilience strategies.
Participate in professional development related to trauma-informed care and human trafficking prevention.