GENERAL SUMMARY
In keeping with the Mission Statement and Principles of Covenant House New Orleans the Residential Services Shift Supervisors are responsible for providing supervision and operational oversight of the Care Center during assigned hours. This position ensures the delivery of high quality trauma informed youth centered services while fostering an environment rooted in dignity respect and collaboration. The Shift Supervisor will manage staff provide guidance and mentorship and ensure compliance with best practices in youth engagement light touch case management and trauma informed care. Residential Services Shift Supervisors collectively ensure seamless 24 hour intake operations with responsibilities distributed across shifts to guarantee continuous access accurate documentation and timely service engagement.
This role plays a key leadership role in supporting youth in their journey toward self sufficiency stability and empowerment while fostering a workplace culture rooted in dignity respect and well being for both youth and staff.
The Evening Shift Supervisor leads all operations during peak residential hours with primary responsibility for community environment behavior management youth engagement and intake bridging functions. This role assumes responsibility for intake related duties that occur during evening hours including oversight of respite arrivals and preparation of all individuals for full intake completion.
Evening Shift intake responsibilities include
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Greeting and screening all late arriving youth
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Assessing immediate needs such as food hygiene clothing and safety
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Determining eligibility for respite vs full intake pathway
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Assigning youth to appropriate respite or lounge placement
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Ensuring belongings are searched and contraband protocols followed
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Initiating preliminary intake documentation where possible
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Monitoring respite participants for compliance with program rules
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Coordinating readiness for full intake completion the following morning
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Communicating all intake activity and documentation needs to Overnight and Day Shift Supervisors
Core Values and Principles in Practice All Shifts
All Residential Services Shift Supervisors are leaders of culture and are expected to consistently demonstrate and operationalize the following commitments
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Dignity: Model unconditional respect empathy and nonjudgment in all interactions with youth and staff ensure all staff interactions reflect this standard
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Collaboration : Actively coordinate across departments and include youth as partners in decision making resolve barriers to service delivery through teamwork
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Trauma Informed Care: Embed safety predictability choice and empowerment into all practices coach staff in recognizing trauma responses and adjusting approaches
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Youth Voice and Empowerment: Center youth autonomy provide meaningful opportunities for input and ensure services align with youth defined goals
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Accountability and Integrity :Ensure consistency in expectations follow through on commitments adherence to policy and transparent leadership
Supervisors operationalize these values by setting tone coaching staff in real time and holding teams accountable for practice alignment
Essential Duties and Responsibilities
Key Responsibilities
Supervision and Leadership
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Supervise and provide direct support to Youth Engagement Specialists ensuring they meet program objectives case management support goals and performance expectations and uphold the values of fairness compassion and accountability during assigned shift
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Offer regular one on one supervision coaching shift meetings and professional development to foster a positive and supportive team environment
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Conduct regular team meetings to review youth progress share best practices and address challenges in service delivery
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Provide guidance to staff in the implementation of trauma informed care practices and ensure they model a strengths based approach in their work with youth
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Ensure staff interactions with youth and colleagues reflect a commitment to dignity and respectful communication
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Address performance concerns with integrity and alignment with CHNO chain of command and accountability standards
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Conduct regular rounds and monitor facility conditions
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Collaborate with leadership and HR as progressive disciplinary action is required to be utilized for staff accountability purposes.
Youth Engagement
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Oversee the development and delivery of services that focus on engaging youth including case plan progress monitoring crisis intervention and progress to goals support
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Provide support to youth in their transition from shelter services to permanent housing employment education and life skills
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Foster relationships with youth in a nonjudgmental and empathetic manner ensuring their voices are heard respected and incorporated into their success case plans
Respite and Evening Intake Management
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Oversee respite arrivals and ensure proper placement
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Ensure compliance with eligibility and program guidelines
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Coordinate preparation for next day intake completion
Training and Professional Development
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Assist with the implementation of training programs for Youth Engagement Specialists on trauma informed care youth development case management support best practices and other relevant topics
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Promote continuous learning opportunities for staff to stay informed about best practices in youth homelessness mental health and trauma recovery
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Support staff in developing habits that promote emotional resilience and balance to prevent staff burnout and ensure they have the tools and resources needed to succeed
Collaboration and Coordination
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Collaborate with other shelter staff and community partners including case managers programmatic support staff and mental health professionals to ensure youth receive comprehensive coordinated services
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Participate in team discussions to ensure youth needs are met in a holistic and integrated manner
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Communicate all relevant updates to day and overnight supervisors
Program Development and Evaluation
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Assist in the implementation of new programs or initiatives that address the evolving needs of youth experiencing homelessness
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Monitor the progress of youth according to their individual case plans and provide feedback to staff on service effectiveness
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Participate in regular evaluations of program performance including reports on outcomes successes and areas for improvement
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Ensure compliance with program guidelines regulatory requirements and funding specifications
Documentation and Reporting
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Oversee the maintenance of accurate and up to date progress notes for all youth
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Gather information and submit incident reports into ETO in a timely manner per the incident reporting policy and associated guidelines.
- Ensure the YES team enters data into required systems such as HMIS and ETO in a timely and accurate manner
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Prepare and submit reports regarding youth progress team performance and program outcomes
Crisis Intervention and Support
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Provide support and guidance to the YES team in responding to crisis situations including safety concerns emotional distress and behavioral challenges
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Model compassionate leadership using trauma informed deescalation techniques
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Ensure staff are equipped to manage challenging situations in a way that promotes safety stability and trust
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Promote a Trauma Informed Environment
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Set the tone for trauma informed care through empathetic respectful interactions
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Ensure all youth engagement activities are conducted with sensitivity to trauma
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Encourage an environment where youth feel empowered valued and respected
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Maintain a calm non confrontational demeanor when addressing behaviors
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Respect youth privacy autonomy and boundaries
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Recognize and respond to signs of trauma or distress appropriately
Conflict Resolution
- Use effective CPI techniques to manage conflicts
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Work collaboratively with CHNO Program staff, mental health staff, and success managers to address behavioral or emotional issues, ensuring that any actions taken are in line with trauma-informed care principles.
- Incident Reporting and Documentation
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Document all critical incidents clearly and timely
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Complete detailed reports on activities incidents and interventions
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Follow up on incidents to ensure appropriate actions are takes
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Maintain confidentiality and professionalism
Emergency Response
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Respond appropriately to emergencies such as medical situations fires or altercations
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Assist in evacuation or lockdown procedures
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Provide immediate support ensuring safety and emotional care
Staff Training and Support
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Participate in ongoing training in trauma informed care deescalation and mental health
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Support training of other staff
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Encourage reflective practices and resilience strategies
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Participate in professional development related to trauma informed care and human trafficking prevention
Qualifications
Education and Experience
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Bachelors degree in Social Work, Public Health ,Psychology ,Counseling ,Nonprofit Management, Human Services, Education or related field or equivalent experience below required
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The following equivalencies are acceptable in lieu of the abovementioned undergraduate or graduate degree and or years of professional experience requirements
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Associates degree or two 2 years sixty 60 hours of college completed AND six 6 years of related experience in social services OR
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One 1 year thirty 30 credits of college completed AND eight 8 years of experience in social services OR
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Ten 10 years of experience in social services
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Two 2 years of experience in youth homelessness services in a related social services field
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Three years of experience in youth homelessness services or similar field with at least one year in a supervisory role
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Strong understanding of trauma informed care
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Experience with case management software such as HMIS and ETO and Microsoft Office
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Strong organizational and time management skills
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Proven experience in managing and mentoring staff providing constructive feedback and fostering professional development
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Knowledge of youth development crisis intervention and behavioral management strategies
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Excellent communication skills including the ability to engage youth families and staff in open respectful dialogue
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Ability to work collaboratively with a multidisciplinary team as well as external partners and community resources
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Experience with case management software for example HMIS ETO and proficiency in Microsoft Office Suite
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Strong organizational and time management skills with the ability to handle multiple priorities in a fast paced environment
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Ability to work with individuals from diverse backgrounds and provide culturally competent services
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Valid drivers license is required
Skills and Abilities
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Strong interpersonal and communication skills with the ability to interact with youth staff and visitors in a respectful and compassionate manner
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Ability to remain calm and composed in high pressure or emergency situations
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Knowledge of trauma informed care practices and a commitment to supporting the emotional wellbeing of youth
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Strong conflict resolution and de escalation skills
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Ability to work independently and as part of a team
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Ability to patrol the premises and respond quickly to emergencies when necessary
Physical Requirements
Must be able to perform all job duties with reasonable accommodation
Working Conditions
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Full time position with shifts that may include holidays, evenings , and weekends
- Work in both indoor and outdoor environments
- Exposure to potentially challenging situations involving youth with complex needs requiring the ability to respond with patience empathy and professionalism
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Nontraditional hours will be involved
EQUAL EMPLOYMENT OPPORTUNITY
Covenant House New Orleans is an Equal Opportunity Employer We base all employment decisions on qualifications and business needs without regard to race gender sexual orientation religion disability or protected status
