Winter Shelter Supervisor

Community Family Advocates•Pittsburgh, PA

1d•$65,000 - $70,000•Hybrid

About The Position

Allegheny County and CFA operate seasonal Winter Shelter services to provide safe, low-barrier emergency shelter for adults experiencing homelessness during the cold-weather months. The Winter Shelter operates seven days per week and serves a high volume of adults with diverse and often complex needs. The Winter Shelter program operates across two locations, including a primary Winter Shelter with capacity to serve up to 150 adults overnight and an overflow location that may serve approximately 30 additional adults. The program operates within a low-barrier, trauma-informed model designed to provide immediate safety while connecting individuals with services, resources and opportunities to move toward stable housing. Winter Shelter Supervisors provide operational leadership across the shelter system and work closely with shelter leadership, Leads, Shelter Staff, security, community providers and Allegheny County Department of Human Services. The Winter Shelter Supervisor is responsible for providing leadership and operational oversight for Winter Shelter services. Supervisors help ensure that shelter operations are safe, organized, welcoming, trauma-informed and consistent with program policies and low-barrier shelter principles. Supervisors oversee and support Shelter Leads and frontline Shelter Staff, respond to complex client and operational situations, help maintain appropriate staffing and coverage, and ensure effective communication between shifts and locations. Because Winter Shelter operates seven days per week and emergencies can occur outside of a supervisor’s regularly scheduled hours, Supervisors must be willing and able to participate in a rotating on-call schedule. Supervisors will rotate between scheduled on-site responsibilities and on-call coverage and may be required to respond to urgent staffing, safety, client or facility issues. This position requires flexibility. Supervisors may provide support at either Winter Shelter location based on operational needs.

Requirements

At least two years of experience in human services, homelessness, behavioral health, residential services, crisis services or a related field.
Demonstrated leadership or supervisory experience.
Ability to work effectively with adults experiencing homelessness and individuals with complex needs.
Ability to remain calm and make sound decisions during emergencies or high-stress situations.
Ability to supervise multiple employees and priorities simultaneously.
Strong written and verbal communication skills.
Ability to use Microsoft Office Suite, including Word, Excel, Teams and PowerPoint, and learn other applications used by the Winter Shelter program.
Ability to maintain the highest standards of ethical and professional conduct and client confidentiality.
Willingness and ability to participate in a rotating on-call schedule, including evenings, overnight hours, weekends and holidays.
Willingness to adjust work hours and report on-site when operational or emergency circumstances require it.
Ability to work at either Winter Shelter location based on program needs.
Act 33, Act 34 and FBI clearances.
Valid driver’s license and access to a reliable, insured vehicle, or another reliable means of transportation that allows the Supervisor to respond to shelter locations when required.

Nice To Haves

Four or more years of experience working in homeless services, emergency shelter, behavioral health, human services, crisis services, residential programs or a related setting.
Previous supervisory or management experience.
Experience supervising programs operating evenings, overnight or 24 hours.
Knowledge of homelessness and housing systems.
Understanding of trauma-informed care, Harm Reduction and Housing First principles.
Experience responding to behavioral health, substance use or crisis situations.
Strong de-escalation and conflict-resolution skills.
Ability to supervise and coach employees in a fast-paced environment.
Experience coordinating staffing and responding to call-offs or unexpected operational needs.
Strong documentation and written communication skills.
Ability to collaborate effectively with security personnel, healthcare providers, behavioral health providers, community organizations and government partners.
Strong judgment and ability to make decisions under pressure.

Responsibilities

Provide operational oversight of Winter Shelter services across assigned locations.
Supervise and support Shelter Leads and frontline Shelter Staff.
Ensure appropriate staffing and staff deployment based on client census, operational needs and established staffing ratios.
Coordinate staffing adjustments when employees call off, arrive late or additional coverage is necessary.
Maintain communication between shifts and ensure important operational and client information is appropriately handed off.
Conduct or participate in shift huddles and communicate operational priorities to staff.
Monitor shelter census, available capacity and client flow.
Support opening, intake, overnight operations and morning transition activities as needed.
Float between shelter locations when operational needs require additional leadership presence.
Help ensure that staff follow established policies, procedures and expectations.
Participate in a rotating supervisor on-call schedule.
Remain accessible by telephone while assigned to on-call coverage.
Provide guidance to Leads and staff regarding urgent client, staffing, safety and operational matters.
Respond on-site when circumstances cannot safely or appropriately be resolved remotely.
Coordinate with security, emergency services, facility personnel, program leadership and other partners when necessary.
Assist with emergency operational changes, including severe-weather events or circumstances requiring extended or 24 hour shelter operations.
Provide coaching, direction and support to Shelter Leads and Shelter Staff.
Help orient and train new and temporary Winter Shelter employees.
Monitor employee performance and adherence to program expectations.
Address performance or conduct concerns promptly and professionally and escalate concerns when appropriate.
Promote effective teamwork and communication across shifts and shelter locations.
Ensure employees understand their assignments, responsibilities and appropriate escalation procedures.
Support a workplace culture that emphasizes professionalism, accountability, respect and client dignity.
Support staff in responding to complex client situations using trauma-informed, de-escalation and harm-reduction approaches.
Respond to significant behavioral, safety or operational incidents.
Help determine appropriate interventions when client behavior interferes with the safety or rights of others.
Coordinate with security personnel while maintaining clear distinctions between shelter operations and security responsibilities.
Ensure clients are treated respectfully and consistently.
Assist staff in connecting clients with appropriate shelter, behavioral health, medical, crisis or community resources when necessary.
Review and ensure completion of required incident reports, shift documentation and other program records.
Communicate significant incidents and operational concerns to program leadership.
Maintain accurate and timely documentation while protecting client confidentiality.
Identify recurring operational issues and recommend solutions.
Participate in leadership meetings, staff meetings, trainings and operational planning activities.