Supervisor, Engagement Center

Community Family Advocates•Pittsburgh, PA

11d•Onsite

About The Position

Allegheny County and DBA are building an Engagement Center team to help adults move from homelessness to housing and advance in the other goals that matter to them, which may include recovery. The Engagement Center in downtown Pittsburgh will be a low-barrier, welcoming place for adults to get the services and advocacy they need—and where they can come inside, get a shower, socialize and “just be.” Some of the clients who come into the Center are connected to an emergency shelter, including the shelter in the building, while others are unsheltered. The building also is home to a health clinic, a behavioral health residential program and will be a place for community providers to meet their clients and a hub for crucial information.

Requirements

Deep experience in working with people who are facing housing, homelessness and other crises and knows how to engage them, earn their trust and use their knowledge, clients’ strengths, and available resources to assist clients in moving toward housing and other goals.
Magnet for staff; they want to work for and with this individual because they care deeply about the people the Engagement Center and are highly skilled in serving clients who have the degree of trauma and the issues that follow from it (substance use disorders, health and behavioral health issues, disconnection from loved ones, poverty and poor health) as well as other issues.
Staff know they can learn from this individual and who will manage by walking around and coaching.
Understands that staff need to develop and that this takes time, coaching and training, which they make a priority.
Can coach staff in systems, principles, and approaches including harm reduction, trauma-informed care.
Great at solving problems, researching resources, picking up the phone to call their network of contacts—all to help individual clients or the program.
Gets excited when they see staff grow in their understanding and seeks ways for staff to help one another and shine.
Mature—able to keep the team calm and focused on what is best for clients.
At least two years leading a successful health or human services program.
Able to write clearly and concisely.
Excellent interpersonal skills.
Has a work history that shows respect for clients, seeing each as an individual; and skill in establishing rapport and trust with individuals served coming from diverse life experiences.
Able to use Microsoft Office Suite (Word, Excel, Teams, PowerPoint).
Ability to learn the software and computer applications that are integral to the Engagement Center program.
Maintains highest standards of professional conduct, including maintaining client confidentiality and treating others as one expects to be treated.
Act 33, 34 and FBI clearances.

Nice To Haves

Four or more years’ experience in directly providing services to people who are experiencing homelessness and in responding to crises.
Two years of experience as a staff Supervisor or similar role.
Bachelor’s degree in social work, public health, or other human services field.
Skill in building cohesive teams.
Analytical skills.
Strong understanding of crisis prevention and response, deescalation, psychiatric rehabilitation principles, addiction recovery practices, and trauma-informed care.
Skilled in Motivational Interviewing and trauma-informed care; and has experience in promoting hope, recovery, and wellness in individuals.
If eligible, has earned or is on track to attaining the Certified Recovery Specialist or Certified Family Recovery Specialist credential within six months of hire.

Responsibilities

Supervises the operations of the Engagement Center so that the space is welcoming and supportive, safe and clean; staff are assisting clients professionally; and each part of the Center is working well and contributing to clients feeling that they accomplished something by coming into the Center that day.
Directs and coaches the program’s staff—including by setting goals for the week and the month, removing obstacles to their achieving those goals, continually seeking ways to make the Center more effective, and encouraging staff creativity and problem-solving, and building a highly-collaborative team.
Ensures partners become part of the team and is responsible for the calendar and scheduling of Center services.
Works collaboratively with the Clinic, Shelter and residential program in the building as well as the network of service providers in the homeless system and the other human services systems that clients need to access.
In the absence of the Manager, is responsible for all crisis resolution and problem-solving.
Supervises the Resource Navigators and Program Specialists in the Engagement Center.
Includes other providers in building the team that serves and supports clients.
Ensures staff know their role and performance expectations.
Coaches individual team members and the group to continually improve the quality of care and services.
Motivates and builds the team.
Encourages staff to work together in identifying program improvements, share ideas/contacts, solve problems and take action.
Conducts performance reviews.
Sets schedule for shifts, managing to ensure sufficient coverage across staff roles.
Sets training schedule.
Recruits staff for openings, participates in hiring.
Recommends changes to training plan.
Provides/secures quality training for staff that aligns with training plan.
Prevents and solves problems among staff, involving clients, with partners, and pertaining to the program.
Ensures staff complete training on policies.
Ensures staff are following policies.
Recommends to Manager necessary changes or additions to policies.
Ensures staff have training needed to use systems and are using them correctly.
Identifies improvements/changes needed in the systems at the Center (e.g., for check-in, scheduling).
Assists Manager in preparing reports on performance.