Supervisor of Shelter and Hotline Services

Supervisor of Shelter and Hotline Services

Full-time (40 hours), Shift: Tuesday-Saturday 6am-2pm with on-call responsibilities

Sojourner Family Peace Center employs dedicated, hardworking professionals who want to be of service to others and make a difference in Milwaukee and surrounding communities. If you have a desire to help support survivors and work with passionate colleagues, whose personal and professional experience is as diverse as the clients we serve, this may be the position for you.

Our Core Values Are: Respect. Diversity & Inclusion. Leadership & Accountability. Courage. Integrity.

Overview

The Supervisor of Shelter and Hotline Services provides direct supervision to Sojourner advocates, interns and volunteers within the shelter and hotline programs. This supervisor will provide oversight for the shelter and hotline, and ensure programs are adequately staffed, ensure hotline calls are handled in accordance with agency guidelines, ensure health and safety of shelter facilities, promote partnership services and support domestic violence survivors and residents of Sojourner Truth House by offering crisis intervention, supportive counseling, education and support. This position will also participate as a member of the Sojourner Management team, provide direct client services and facilitate collaborative working relationships with other Sojourner programs and community partners.

Total Rewards Program We Provide 

• Salary: $51,000
• Medical, Dental and Vision Insurance
• Short-Term Disability Insurance
• Group Life Insurance
• 403B Retirement Plan with Generous Match
• Comprehensive Wellness Program
• Flexible Spending Accounts
• Generous PTO Policy
• 5 Wellness Days
• 10 Paid Holidays
• Employee Assistance Program
• Voluntary Benefits through Colonial Life Insurance
• Professional Development Opportunities

What are the Job Responsibilities?

• Budget: Provide input to the Shelter and Hotline budget. Deliver assigned budget outcomes.
• Staffing: Establish work schedules for direct reports. Resolve scheduling gaps. Review and approve time off requests and timesheets. Facilitate candidate interview process and approve hiring selection decisions.
• On Call: Provide on-call support 24 hours a day for emergencies and staff support and guidance during assigned on-call coverage rotation. Serve as the liaison to on-call staff in the event of a crisis situation.
• Onboarding: Lead onboarding of new and transferred direct reports. Track completion and provide input for improvement.
• Policies and Procedures: Plan and execute training and onboarding of employees’ review of policies and handbook. Train direct reports on procedures. Implement and enforce policies and procedures.
• Operations and Safety: Prioritize, schedule, and delegate work assignments including shelter and facility conditions, checks, and housekeeping standards. Manage room turnover and make recommendations for optimization. Manage roll call, curfew, and compliance by clients. Possess full knowledge of emergency and safety procedures and manage bed checks and weekly environmental checks.
• Organizational Capability: Create and lead direct reports’ skill development plan and ensure capacity to meet training needs. Train, coach, and develop skills of direct reports. Provide input to create and update job descriptions. Maintain training manuals. Organize and schedule annual training of volunteers and staff.
• Community Living: Support Shelter Program Coordinators in leading house meetings and addressing housekeeping concerns, client non compliance, conflict, and assist with coaching on expectations and life skills. Provide support and interpret house rules and procedures for new and current residents.
• Client Grievances: Train direct report staff on Client Complaint procedures. Lead issue resolution for grievances and escalate per the procedures.
• Compliance: Train direct report staff on documentation and data entry requirements. Ensure all required statistical recordkeeping and data gathering, reports, and staff records are completed in an accurate, clear, timely manner, and are stored according to compliance procedures.
• Data and Statistics: Submit statistical program reports to supervisor. Maintain compliance in accordance with grant and funding requirements. Ensure data integrity within database(s).
• Community Resources: Train staff to use community resources for medical, educational, legal, or psychological services. Develop and maintain positive relationships and coordinate services with existing outside providers, resources, and collaborating community agencies.
• Partners: Develop and maintain positive relationships with partners to deliver current programs and ensure direct report staff complete program audits. Identify and escalate gaps in programming to Director. Facilitate issue resolution with partners as needed and escalate to Director as needed.
• Communication: Create effective communication forums within Shelter and Hotline to meet individual and organization needs. Communicate with Development to make sure donated supplies meet the needs of residents.
• Culture: Role model Sojourner’s values and be a coach and resource to the organization. Identify and address barriers and challenges within the Shelter and Hotline organization, and establish priorities when necessary to manage capacity constraints. Provide input to overall diversity and culture competency plans and delivery of trauma informed care.
• Outreach: Provide or assist with external outreach, speaking, and training in support of agency engagements and assist with public relations when requested.
• Documentation: Complete and ensure documentation is properly and accurately being entered into data system. Assist in compiling statistics.
• Programming: Approve and support life skills curriculum for residents.
• Meals: Create meal plans, order food, and coordinate Peace Dinners. Maintain an organized, clean kitchen while maintaining ServSafe Food Handler Certification. Assist with meal set ups, clean ups, other kitchen procedures, and meal preparations. Maintain grocery inventory, create order, create menu. Pick up meals, food orders, and donations.
• Support: Complete additional tasks requested by the Shelter and Hotline Leadership team. Support Shelter Program Coordinators in updating and completion of resident’s tasks. Know current referral sources. Actively listen and provide a non-judgmental environment for clients.
• Intakes/Outtakes: Oversee Interview and Intake process for new residents and oversee the Outtake process for departing residents. Ensure quality data is entered for all residents who move in and move out immediately into database.
• Extended Coverage: Cover Shelter and Hotline staff when needed.

Supervisory Responsibilities

• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Performance Management: Establish job related goals for direct reports, provide ongoing feedback, and facilitate performance improvement process. Create and lead recognition process. Participate in performance and conduct investigations and recommend performance improvement plans, accountability steps, and remediation for performance and conduct incidents involving staff.
• Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Ensure that employees are aware of, acknowledge they have read and understand agency and department policies.
• Hold staff accountable for adhering to handbook and all other agency policies, attending new hire orientation, mandatory trainings and meetings.
• Ensure staff and organizational compliance with all agency and department policies and procedures and local, state and federal regulatory agencies, as well as safety and work rules and regulations.
• Promote affirmative action and equal employment opportunity in compliance with the Agency Civil Rights Plan.
• Attend and help lead regular team meetings and individual one to one meetings with direct reports.
• Provide ongoing feedback, evaluation, performance improvement, and accountability for direct reports. Participate in performance and conduct investigations and recommend performance improvement plans, accountability steps, and remediation for performance and conduct incidents involving direct reports.