Guest Services Supervisor

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Guest Services Supervisor

Market Range:

MR17

Approved Date:

3/24/2021 3:17:30 PM

FLSA:

Non-Exempt

EEO Code:

PROFESSIONALS

Career Level:

M1

Career Level Description:

Management Level 1

Job Code:

100405

Job Family:

Social Services

Sub Family:

Housing Services

Primary Purpose

The Guest Services Supervisor manages the provision of all clinical and social services offered to guests seeking services at South Wilmington Street Center. In the absence of the Shelter Assistant Manager, the Guest Services Supervisor may also provide operational oversight at the facility.  The Guest Services Supervisor provides direct supervision to the Social Workers and any Guest Services Technicians assigned casework. 

•

Supervises team of social workers working rotating shifts covering days and evenings Mondays-Fridays and on-call at nights, on weekends, and on holidays; Posts vacancies, interviews, proposes for hire, and trains new staff; Provides ongoing coaching and consultation to staff regarding service provision, initiates corrective action as needed, and ensures each staff receives ongoing skills training and professional development; Provides clinical supervision to staff during daily case management team meetings, biweekly individual supervision sessions, and any other time deemed necessary; Conduct periodic performance reviews, including annual PDMS evaluation and work plans; Conduct periodic review of team’s personnel needs and structure for quality assurance; Reviews client records for quality assurance and proper maintenance; Ensures appropriate use of technology by case management team for proper record maintenance and efficiency; Facilitates daily Case Management Team Meeting; Manage caseload assignments; Maintains availability to clients for consultation as requested; Ensures quality of overall provision of services by Case Management Team; Completes other tasks associated with administrative and clinical supervision of Case Management Team that arise or are assigned by the SWSC Manager.

1

55%

•

Implements appropriate staff trainings and continuing education opportunities; Ensures all staff maintain required certifications and credentials; Develops and implement team building activities; Annually creates and oversees implementation with staff of individual Staff Development Plans; Maintains credentials and required certifications, as well as completes annual Staff Development Plan; Completes other tasks associated with Staff Development and Training that arise or are assigned by the SWSC Manager.

2

15%

•

Manages all operations of the Incentive Housing Dormitory (IHD); Manages Recuperative Beds; Serves as liaison between Case Management Team and Intake Services Team, ensuring clear understanding and solid communication; Attends Management Team meetings and All-Staff Meetings as scheduled; Manages and provides outcomes data and statistics and submits according to scheduled deadlines; Attends supervision with SWSC Manager as scheduled; Attends scheduled departmental meetings; Maintains and oversees maintenance of client and staff records, reports, and other required documentation; Manages grants and other fiscal information and reports as assigned by the SWSC Manager; Completes other tasks associated with Administrative Responsibilities and Program Oversight that arise or are assigned by the SWSC Manager.

3

15%

•

Works with partnering agencies on cooperative grants and programming initiatives; Attends community/partnership meetings to maintain positive community relationship outside of the SWSC, but on behalf and representing the SWSC; Acquires and disseminates knowledge and information obtained outside the SWSC with internal staff; Remains knowledgeable of community resources and other services for SWSC clients and share such information with SWSC staff and clients; Completes other tasks associated with Community and Partner Relations that arise or are assigned by the SWSC Manager.

4

15%

Position(s) may perform other duties in addition to the above as assigned by management.

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

M1

Career Level Description:

Management Level 1

•

Plans and establishes operational objectives for a team of support employees within a Work Group.

•

Typically does not have budget accountability but may manage day-to-day elements of the budget (e.g., overtime for staff).

•

Responsible for making basic improvements to processes, systems or standards to enhance performance of the Work Group or team.

•

Communicates within and outside the Work Group.

•

Explains policies, practices, and procedures and may justify and gain cooperation of other parties.

•

Supervises support roles. Leads, directs and reviews the work of team members in order to accomplish operational plans and results.

•

Has hiring, firing, promotion, performance and rewards decisions for direct reports.

•

Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution. Typically requires advanced knowledge of job area typically obtained through advanced experience.

Qualifications

•

Associate's degree

•

Four years of job-related experience

•

Equivalent education and experience are accepted

•

Master's Degree

Social Work

•

3 Years

Working with persons experiencing homelessness

•

CPR - Cardiac Pulmonary Resuscitation

Within 60 Days

•

FIRSTAID - First Aid

Within 60 Days

•

Health Services\LCSW- License Clinical Social Worker

LCSW

Upon Hire

•

Knowledge of case management techniques and the ability to develop and implement an effective case management system

•

Strong oral and written communication skills ability to establish and maintain a variety of working relationships ability to deal tactfully and effectively with personnel at all levels as well as the public. 

•

Excellent customer service, conflict resolution and problem-solving skills.

•

Proficient ability to multi-task and work in a fast-paced environment while remaining organized and prioritizing workload throughout the day

•

Excellent critical thinking and organization skills.

•

Strong listener with the ability to empathize and problem solve

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Professionalism

Thinks carefully about the likely effects on others of one's words, actions, appearance, and mode of behavior. Selects the words or actions most likely to have the desired effect on the individual or group in question. Maintains calmness in stressful or adverse situations. Diplomatically handles challenging or tense interpersonal situations.

Initiative

Does more than is required or expected in the job; does things that no one has requested that will improve or enhance products and services, avoid problems, or develop entrepreneurial opportunities. Plans ahead for upcoming problems or opportunities and takes appropriate action.

Customer Service

Balances interests of a variety of clients, and readily readjusts priorities to respond effectively to pressing and changing demands for information, advice and assistance.  Anticipates and meets the needs of clients; achieves quality end products; and commits to continuous improvement of services.

Adaptability & Flexibility

Changes behavioral style or method of approach when necessary to achieve a goal; adjusts style as appropriate to the needs of the situation. Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.

Consulting

Applies knowledge of policies and procedures in the area of work to advise others across the organization on critical issues.

Team Leadership

Willingly cooperates and works collaboratively toward solutions that generally benefit all involved parties; works cooperatively with others to accomplish organizational objectives. Manages staff in ways that improve their ability to succeed on the job.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand complex problems and collaborate to explore alternative solutions

Organization

Organize and prioritize individual work schedule to manage multiple tasks and/or projects

Decision Making

Make decisions that have an impact on the immediate work unit's operations and/or services

Communication

Communicate and explain a variety of information

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X