Safe Alliance - Shelter Guest Services Supervisor

Ascend Nonprofit Solutions • Charlotte, NC

1d • Onsite

About The Position

The Shelter Guest Services Supervisor at Safe Alliance is responsible for upholding the agency's mission by offering support and healing to individuals affected by domestic violence, sexual assault, human trafficking, and child maltreatment. This role demands a trauma-informed, client-centered approach to ensure guest needs are met, maintain 24/7 front desk coverage, and provide crisis intervention. Key duties include managing client and stakeholder complaints, guiding staff through complex client situations, and overseeing administrative tasks such as record-keeping and audit support. The supervisor will also recruit, train, and manage frontline staff, handle staff grievances, and provide on-call supervisory assistance. The position emphasizes inter-program collaboration, community engagement through public speaking and committee participation, and continuous professional development in relevant fields.

Requirements

• Bachelor Degree or Equivalent Experience
• Access to transportation that allows them to meet all job requirements in a timely fashion.

Nice To Haves

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

Responsibilities

• Support the agency mission by providing hope and healing to those impacted by domestic violence, sexual assault, human trafficking, and child maltreatment.
• Act with client in mind and work to meet client's needs and expectations to the extent possible.
• Ensure all interactions are client centered and responsive to individual guest needs
• 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
• Ensure strong attention to detail to 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, which may include CSN, Raiser's Edge, Financial Edge, and Paycom.
• 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
• Support consistent communication and coordination across shelter services
• 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.
• Contribute to quality of services by staying 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager