Supportive Services Supervisor

Keys to Change • Phoenix, AZ

2d

About The Position

Become a Part of Something Big! At Keys to Change, employment means contributing to real solutions that make homelessness rare, brief, and non-recurring across Maricopa County. Our work is guided by our mission of using the power of collaboration to create solutions to end homelessness. Staff across frontline and operational roles support prevention, intervention, and access to housing, with each position connected to measurable outcomes. We are looking for people who value collaboration, accountability, customer service and practical problem-solving and who want their work to contribute to lasting change. Keys to Change is an Equal Opportunity Employer and offers an attractive health and benefits package for our employees, including towards monthly premiums for Health, Dental, Long- and Short-Term Disability, and Life insurance (employee only), Paid Time Off, 403b, 8 Paid Holidays, and flexible schedule. I. Summary The HSC Supportive Services Supervisor reports directly to the Supportive Services Manager. They will be responsible for assisting the Supportive Services Manager in all areas pertaining to the Supportive Services Department. The lead will assist in overseeing scheduling, training and monitoring of work responsibilities completion and compliance of staff and volunteers. This position will provide direct service to staff and clients who utilize the LDRC, Sherpa Keep Safe Storage Program, the Campus Mail Room, the Shower Program, COVID distancing shelters and volunteers within these workstations; among various department needs as determined by the Supportive Services Manager. II. Essential Functions High level of customer service skills; committed to treating all clients, visitors and staff with dignity and respect. Model positive engagement with clients with a welcoming attitude. Effective communication with both peers and management. Monitor supportive services staffing/rotation schedules Keep Supportive Services Manager updated on daily operations and tasks. Ability to step in and assist in all department needs; including when the department is short staffed Check on staff regularly, provide guidance, updates or changes information and instruction Attend weekly department meetings and facilitate when manager is not available Attend any specific trainings/meetings established for department. Adhere to and enforce the rules of each department operation (LDRC, Keep Safe Storage Program, Campus Mail Room, Shower Program, Sherpa and volunteers within) outlined for staff, clients and Campus partners. Work closely with and assist security staff with violations by clients in any of the department operations areas. Implement on going surveying/engaging process that communicates clients’ needs and interests on how they can be better supported and served by staff, in dayroom and on Campus. Keep up on inventory needs for all shifts Update resources regularly to ensure accurate information distribution; maintain up to date fliers, forms, sign-up sheets, process changes, etc. Connect with Campus agencies to apply critical thinking in finding quick solutions to assist in the helping of ending an individual’s experience with homelessness. Identify opportunities to connect and direct clients to alternative Campus services. Document client interactions in HMIS Weekly 1:1 meeting with department manager for any questions on processes current or changing. Maintains adherence to organization and Campus policies including those regarding work hours, break periods, payroll and benefits. Model professionalism in the workplace for peers Additional duties as assigned. III. Minimum Qualifications Must have a high school diploma or equivalent; a minimum of 1-year relevant employment experience working in the field or experience in a lead/ supervisory role with proven ability to manage departments and staff while working closely with management team. Knowledge of social services settings and practices. Experience with homeless services and resources with the ability to work with individuals with diverse needs. Must possess the ability to be cross trained to assist in multiple departments. Must be available for on-call, weekend shifts and special events outside of normal business hours as approved and determined by management. Must be able to communicate clearly and professionally, work as a team player and at times, independently; the ability to multitask, work in a fast-paced environment and maintain a calm demeanor in high stress situations. Must demonstrate personal responsibility and integrity; show initiative and an ability to work with a sensitivity to cultural diversity and lifestyle issues is essential. IV. Required Functional Abilities Written and verbal communication skills (Spanish a plus). Ability to communicate effectively and professionally with staff, clients, and other external contacts. Ability to handle sensitive material, maintaining the highest level of confidentiality and displaying sound judgment. Valid Driver’s License/Clean 3-year MVR Mobility sufficient to conduct regular duties within a normal office environment. Provide a valid Fingerprint clearance card within 30 days of employment. Provide TB test results within 30 days of employment. Ability to lift up to 20 pounds in order to safely manage office supplies and equipment.

Requirements

• Must have a high school diploma or equivalent; a minimum of 1-year relevant employment experience working in the field or experience in a lead/ supervisory role with proven ability to manage departments and staff while working closely with management team.
• Knowledge of social services settings and practices.
• Experience with homeless services and resources with the ability to work with individuals with diverse needs.
• Must possess the ability to be cross trained to assist in multiple departments.
• Must be available for on-call, weekend shifts and special events outside of normal business hours as approved and determined by management.
• Must be able to communicate clearly and professionally, work as a team player and at times, independently; the ability to multitask, work in a fast-paced environment and maintain a calm demeanor in high stress situations.
• Must demonstrate personal responsibility and integrity; show initiative and an ability to work with a sensitivity to cultural diversity and lifestyle issues is essential.
• Written and verbal communication skills (Spanish a plus).
• Ability to communicate effectively and professionally with staff, clients, and other external contacts.
• Ability to handle sensitive material, maintaining the highest level of confidentiality and displaying sound judgment.
• Valid Driver’s License/Clean 3-year MVR
• Mobility sufficient to conduct regular duties within a normal office environment.
• Provide a valid Fingerprint clearance card within 30 days of employment.
• Provide TB test results within 30 days of employment.
• Ability to lift up to 20 pounds in order to safely manage office supplies and equipment.

Nice To Haves

• Spanish a plus

Responsibilities

• High level of customer service skills; committed to treating all clients, visitors and staff with dignity and respect.
• Model positive engagement with clients with a welcoming attitude.
• Effective communication with both peers and management.
• Monitor supportive services staffing/rotation schedules
• Keep Supportive Services Manager updated on daily operations and tasks.
• Ability to step in and assist in all department needs; including when the department is short staffed
• Check on staff regularly, provide guidance, updates or changes information and instruction
• Attend weekly department meetings and facilitate when manager is not available
• Attend any specific trainings/meetings established for department.
• Adhere to and enforce the rules of each department operation (LDRC, Keep Safe Storage Program, Campus Mail Room, Shower Program, Sherpa and volunteers within) outlined for staff, clients and Campus partners.
• Work closely with and assist security staff with violations by clients in any of the department operations areas.
• Implement on going surveying/engaging process that communicates clients’ needs and interests on how they can be better supported and served by staff, in dayroom and on Campus.
• Keep up on inventory needs for all shifts
• Update resources regularly to ensure accurate information distribution; maintain up to date fliers, forms, sign-up sheets, process changes, etc.
• Connect with Campus agencies to apply critical thinking in finding quick solutions to assist in the helping of ending an individual’s experience with homelessness.
• Identify opportunities to connect and direct clients to alternative Campus services.
• Document client interactions in HMIS
• Weekly 1:1 meeting with department manager for any questions on processes current or changing.
• Maintains adherence to organization and Campus policies including those regarding work hours, break periods, payroll and benefits.
• Model professionalism in the workplace for peers
• Additional duties as assigned.

Benefits

• attractive health and benefits package for our employees, including towards monthly premiums for Health, Dental, Long- and Short-Term Disability, and Life insurance (employee only)
• Paid Time Off
• 403b
• 8 Paid Holidays
• flexible schedule

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED