Safe Alliance - Shelter Guest Services Supervisor

Ascend Nonprofit Solutions • Charlotte, NC

1d • Onsite

About The Position

Support the agency mission by providing hope and healing to those impacted by domestic violence, sexual assault, human trafficking, and child maltreatment. Using a trauma-informed, client-centered approach to ensure all interactions are client-centered and responsive to individual guest needs. This role involves ensuring adequate 24/7 front desk coverage, providing crisis intervention and de-escalation, managing client and stakeholder complaints, and supporting staff in navigating complex client situations. The position also includes administrative duties such as maintaining a coverage calendar, assisting with shelter audits and data reporting, processing guest record requests, and maintaining confidential records in agency databases. Additionally, the role involves recruiting, selecting, and evaluating frontline staff, providing primary supervision and coaching, managing staff complaints, and offering on-call supervisory support. Collaboration with other shelter and program teams is essential for cross-program integration and consistent communication. The position also requires increasing awareness of victimization, prevention, and available resources through public speaking and media requests, as well as promoting and maintaining professional relationships with various stakeholders.

Requirements

• Bachelor Degree or Equivalent Experience
• Demonstrate all agency competencies.
• Demonstrate the position agency competencies: Action Oriented/Planning and Organizing Decision Making/Problem Solving Managing Work Client Focus Conflict Management Innovation/Teamwork Guiding and Developing Staff
• Employee must have access to transportation that allows them to meet all job requirements in a timely fashion.

Nice To Haves

• Spanish-speaking preferred
• Experience working with victims or experience in human services.

Responsibilities

• Ensure adequate 24/7 front desk coverage during staff PTO, sick time, training, and vacancies.
• Be trained and available to fill in at the front desk as needed, including intake support, phone coverage and hospital accompaniment.
• Provide crisis intervention and de-escalation when needed.
• Manage client and stakeholder complaints and grievances, serving as a supervisory-level responder for guest conflict and crisis situations.
• Support staff in navigating complex client situations with empathy, professionalism, and consistency.
• Maintain a centralized coverage calendar and coverage system to ensure consistent staffing.
• Assist with shelter audits and required data reporting.
• Serve as the initial point of contact for shelter-specific guest record requests and ensure proper processing in accordance with policy.
• Maintain confidential and accurate, up to date client, stakeholder, intern, and volunteer records, program and agency records in agency databases.
• Adhere to agency and program procedures concerning documentation, Critical Incident Reports, and Client Satisfaction Surveys, and participate in the Quality Assurance process.
• Recruit, select, and evaluate frontline staff.
• Provide primary supervision, direction, training, support and coaching of assigned staff through regular communication, timely performance management, and oversight.
• Ensure that employee time is entered into timekeeper system accurately and approve timesheets according to established deadlines.
• Manage staff complaints and grievances.
• Provide on-call supervisory support according to an assigned on-call schedule.
• Ensure the delivery of quality services through clear program procedures and guidelines.
• As assigned, support agency and program with creating/maintaining budget, policies, and procedures.
• Collaborate effectively with other shelter and program teams to support cross-program integration.
• Attend cross-program and organizational meetings as requested to promote collaboration and role clarity.
• Increase awareness of victimization, prevention, and available resources through public speaking and media requests as assigned by supervisor.
• Participate in community meetings and committees as assigned by supervisor.
• Promote and maintain professional relationships with agency staff, volunteers, interns, stakeholders, and community partners.
• Stay informed of best practices, developments and trends in the area of trauma and victimization, especially as it relates to intimate partner violence, sexual violence, and child maltreatment.
• Maintain and develop skills and knowledge by attending training and ensure licensure and certifications are up to date as needed for the job.
• Contribute to agency effectiveness by performing other duties as assigned.

Benefits

• Light work: Exerting up to 20 pounds of force occasionally and/or a negligible amount of force frequently or constantly lift, twist, carry, push, pull or otherwise move objects, including the human body.
• Ability for close vision, distance vision, color vision, depth perception, and ability to adjust focus to perform an activity to determine accuracy and thoroughness of work assignment.
• Ability to reach, stand, crouch, walk, and finger, grasp, sit, twist, talk, hear, and perform repeated motions.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Position may require staff to work outside of the typical work hours as the agency provides services 24/7.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1-10 employees