The Assistant Manager assists with the daily management and administration of GLIDE’s Community Safety and Training Department. This position works with and supports the Community Safety and Training Manager to ensure the Department’s efficient functioning is in line with GLIDE’s mission and values.
The Assistant Manager is responsible for the supervision and coaching of staff in executing the department’s daily functions; security of GLIDE’s facilities and property, management of client access to programs and service (e.g. lines for three meals per day); provision of Security staff for GLIDE events and programming; and assisting the department manager with ongoing policies and procedures development. This position is expected to coach on (and model) strong work ethics; effective de-escalation and crisis intervention; assertive leadership; positive relationship building; clear and compassionate communication; trauma-informed and community mental health-informed responses to staff and client needs.
The most demanding aspect of this job is the management of people and includes the coordination of people and resources; managing conflict between staff and clients; troubleshooting of policies and procedures; and coping with unexpected daily tasks. Work responsibilities will, at times, require long days and/or evening or weekend responsibilities. Excellent attendance is required with flexibility in the schedule as determined by the department’s staffing needs (e.g. vacancies) and agency needs (e.g. special events).
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties can be assigned, and the duties and responsibilities of the job are subject to change without notice.
- Serves as the Department’s manager when the Community Safety and Training Manager is absent;
- Supervise and train Shift Leads to fulfill their position responsibilities and duties, help identify areas of training and development and provide coaching on modeling strong work ethics, positive communication and relationship-building for staff;
- Assist the Security Manager with overseeing the daily operations of the Department, with particular attention to the operations of client and line management for the Daily Free Meals Program, staff supervision and coaching, and resource management (e.g. staff scheduling) to meet the operational needs of the agency, 7 days per week;
- Serve as Security Liaison to Withdrawal from Care Team, with duties including investigation and documentation of client incidents, maintaining incident related files electronically and otherwise; and meeting with clients for Restorative Chats;
- Act as Safety Lead. Respond to incidents/near misses, emergencies/disaster. Investigate incidents/near misses to determine cause and preventive measures. Report or review findings from inspections;
- Address operational problems, e.g. loss prevention, safety protocols, etc., and establish, implement and maintain procedures to improve and make more efficient the operations.
- Actively resolve conflict, and staff, volunteer and client issues regarding the Department;
- Responsible for screening and interviewing applicants for open positions; working collaboratively with the Department Manager to make final hiring decisions; and creating onboarding orientation and trainings schedules for new hires;
- Assist with “Special Events” planning and execution, to include: Fund raising events (e.g. Legacy Gala, Holiday Jam, etc.), holiday events (e.g. Thanksgiving, Grocery Bag Day, toy Giveaway Day, etc.); and other special occasions (e.g. Sunday Streets, etc.);
- Assist with planning, organizing and facilitating staff meetings to ensure efficient functioning of the Department including introduction of new policies and procedures, review of operations, and coordinating or delivering trainings; and
- Process timesheets and ensure they are accurate, complete and turned in on time. Monitor and report on individuals’ punctuality and performance to the Manager.
- Directly supervise Shift Leads;
- Schedule staff, monitor and balance team and individual workloads. Consistently communicate responsibilities and expectations through regular feedback and coaching;
- Assist with staff development. Source/provide trainings and refer staff to trainings outside of GLIDE;
- Assist with staff progressive discipline, including coaching, documentation of written warnings, and creating professional improvement plans (PIP); and
- Works collaboratively with the Community Safety and Training Manager and Human Resources to resolve personnel issues.
- Ability to cope in a high stress environment and maintain a calm demeanor. Ability to respond to high intensity situations and to handle crisis;
- Ability to handle a variety of constituencies. A team player who can interrelate and operate effectively with peers and other associates within a collegial, yet demanding work environment. Ability to convene and motivate diverse populations constituencies;
- Ability to prioritize tasks, balance multiple assignments, meet deadlines, and thrive in a complex environment with multiple priorities;
- Ability to train and coach staff on an individual and group basis on technical skills, professional development, and personal development. This includes reviewing performance documentation and giving feedback along with development planning to improve performance as needed;
- Customer service skills. Knows how to provide excellent client services. This includes meeting GLIDE’s values and standards for integrated services and evaluation of client satisfaction;
- Excellent interpersonal skills. Ability to establish and maintain effective relationships with those contacted in the course of work;
- Solid judgment and leadership skills. A people-centered professional able to lead and develop others;
- Strong conflict resolution skills. Able to approach potentially volatile situations with patience and tact. Ability to deal with difficult clients (e.g., angry, loud, intoxicated/high, and/or verbally abusive) in a skilled manner and de-escalate volatile situations quickly and safely;
- Has the ability to work effectively across cultures. Demonstrates a commitment to learning, communicating and working respectfully with people different from themselves; and
- Commitment to GLIDE’s mission, values and philosophy.
EDUCATION and/or EXPERIENCE:
- 5+ years’ experience in leadership and coordination of people and resources;
- Supervisory experience required. Possesses the skill to adjust coaching techniques based on the strengths and areas for growth of employees;
- Experience to include the utilization of entry level workers and/or volunteers, and work in/with vulnerable communities where members exhibit a wide range of challenging and sometimes erratic behaviors as a result of social marginalization, poverty, addiction, mental illness, and trauma;
- Experience creating and maintaining safe and secure environments, some corporate security experience would be valuable. Demonstrated ability to develop and manage complex work schedules and building hours’ demands;
- Knowledge of, and sensitivity to psycho-social and economic issues that might impact staff and clients such as homelessness, incarceration, substance use, mental health issues, etc.
CERTIFICATES, LICENSES, REGISTRATIONS:
- CPR, AED, First Aid, N.E.R.T training helpful; and
- Crisis Prevention and Intervention Model training helpful.
- Exceptionally strong verbal communication skills, including the ability to deal with emotionally charged situations with sensitivity; and
- Proficient written communication skills, including the ability to deliver written information clearly, accurately, and with appropriate tone.
- Strong computer proficiency with MS Office suite;
- Experience with database management. ETO experience helpful, but not required.
The physical demands described here is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.
- Vision corrected in normal range;
- Hearing corrected in normal range. Ability to communicate effectively in person or via telephone in a manner which can be understood by those with whom the person is speaking;
- Use standard office equipment and input and retrieve information from a computer. Use computer keyboard with manual and finger dexterity and wrist-finger speed sufficient to perform repetitive actions efficiently for extended periods of time;
- Activities that occur frequently are: sitting, standing, walking, and handling. Activities that occur infrequently are: bending, squatting, twisting, reaching straight, above and below shoulder level, carrying and lifting up to 25 pounds;
- Ability to move about the organization and neighborhood as needed. Ability to move quickly to address emergency or potentially dangerous situations;
- Ability to use public and/or private modes of transportation. Duties are office based, but job requires travel to various venues.
The work environment described here is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.
- Fast paced, with frequent interruptions, demanding, social services office environment;
- Noise level is moderate to noisy and lighting is conducive to completion of work;
- The employee may be exposed to air borne pathogens;
- GLIDE’s buildings are located in the Tenderloin neighborhood. Due to our surroundings, extra caution must be taken when going to and from our buildings.
- GLIDE maintains an "open door" policy to the community and its clients, who frequently enter and leave the building.
GLIDE is proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
At GLIDE, all employment is decided on the basis of qualifications, merit, and business need. We are committed to identifying and developing the skills and leadership of people from diverse backgrounds. People of color, differently-abled people and LGBT persons are strongly encouraged to apply.
Please send your resume for immediate consideration. Help us get to know you by including a note about yourself, plus any additional info that might be relevant!
Job Type: Full-time
Salary: $55,000.00 to $65,000.00 /year
- Safety: 1 year (Preferred)
- Staff Supervision: 5 years (Preferred)
- Coaching & Development: 2 years (Preferred)
- Security: 2 years (Required)
- High school or equivalent (Preferred)
- United States (Preferred)
- Health insurance
- Dental insurance
- Vision insurance
- Paid time off
- Professional development assistance