The Boulevard Shelter Shift Supervisor supports Nicholas House’s mission by ensuring a safe, welcoming shelter environment, assisting families, resolving conflicts, and enforcing policies with empathy and professionalism. Physical ability to stand, sit, and perform tasks associated with front desk responsibilities.
Position Summary: The Boulevard Shelter Shift Supervisor is part of a team that assists Nicholas House, Inc. in achieving its mission to help families experiencing homelessness move into affordable housing, increase their income and improve the health and stability of their family. As a Housing Supervisor at Nicholas House Boulevard shelter, you will play a crucial role in providing a welcoming and supportive environment for families in our shelter and are open the staff member on duty during non-business hours. Your primary responsibilities include answering phones and email, delivering exceptional customer service, de-escalating conflicts, and enforcing shelter policies and participant expectations with empathy and compassion. This position requires a compassionate individual dedicated to creating a safe and respectful space for our participants and the volunteers and visitors who come to Boulevard Shelter. The Shift Supervisor has crisis management responsibilities and must maintain good work integrity, effective communication, and other areas as described below.
Front Desk Operations: • Answer incoming calls and emails to the general phone and email accounts; listening and responding to voicemails to ensure they are returned within 24 hours of receipt, provide information with the goal of answering common questions without transferring to second staff member, and when needed direct inquiries to the appropriate staff or department. Respond to emails to the general accounts within 24 hours, with the goal of answering common questions without forwarding them to a second staff member. • Greet and assist shelter visitors, volunteers and participants in a friendly and respectful manner when buzzing them in the front door. Make sure the sign in log is utilized per the policies and procedures. • Receiving donations of all kinds, making sure the procedures outlined by the development team are followed. • Welcome and coordinate volunteers providing dinners, service days, or other scheduled activities and accept/record in-kind donation drop-offs during shift • Maintain a tidy and organized front desk area.
Customer Service: • Demonstrate excellent customer service skills to create a positive and supportive atmosphere for shelter participants. • Assist participants in a non-judgmental manner, ensuring their dignity and respect are maintained.
Conflict De-escalation: • Effectively de-escalate conflicts and diffuse tense situations with sensitivity and professionalism, following the protocol for notification and documentation of any incidents that may occur while on shift as outlined in the policy and procedures. • Collaborate with the shelter management team to address and resolve issues promptly.
Shelter Expectations and Policy and Procedures Re-enforcement: • Reinforce shelter participant expectations and policies in a fair and consistent manner. • Work closely with the Boulevard Shelter Manager and other staff to ensure family progress toward family service plans, including reducing barriers, gaining employment and obtaining long-term housing. • Transport residents in agency vans to appointments, laundry, grocery or other tasks as scheduled in advance • Provide overall supervision of the shelter facility during scheduled shift, housing 12 homeless families, providing support to residents, ensuring compliance with polices and recording activities, including providing written warnings, incident reports and other complete documentation required for shift • Communicate expectations with empathy, helping participants understand the reasons behind them. This is not limited to but includes ensuring that all participant chores are completed once daily in accordance with the policies and procedures. • Must follow all policies and procedures concerning residents, staff and volunteers and donors • Other duties as may be assigned
Empathy and Compassion: • Demonstrate empathy and compassion towards individuals experiencing homelessness. • Provide emotional support and encouragement when needed.
Team Collaboration: • Collaborate with other staff members to ensure a cohesive and supportive environment for shelter participants • Attend staff meetings and training sessions as required. • Other Duties as Assigned
Working Conditions: This position involves working in a fast-paced and sometimes emotionally charged environment. Shift work, including evenings, weekends, and holidays, is required. Physical ability to stand, sit, and perform tasks associated with front desk responsibilities.
QUALIFICATIONS * A minimum 2-year degree or higher, in areas of social work, psychology or other human services preferred or comparable work experience and skills to ensure success in the position. * Knowledge of or background with the following populations: homelessness, domestic violence, substance abuse, mental illness, child development needs. Knowledge of the aforementioned areas as they relate to the family homeless population preferred. * At least 2-years of experience working in human service environment (families preferred). * Experience working with the homeless population to encourage greater life skills, education or job skills and job search activities. * Experience or familiarity with evidenced-based housing model service and use of harm reduction, motivational interviewing, trauma informed care and other best practice methods for serving the homeless population a plus. * Working knowledge of Georgia’s service delivery system. * Candidate must be able to regularly work on weekends or holidays as scheduled. Scheduling is done at least a month in advance and consideration is given to the individual's availability as reported. * Candidates must have a valid driver’s license, their own car or consistent means of transportation to work. Driving records and full background checks will be done for all final candidates. * Certified in CPR, First Aid or Serve Safe a plus
SKILLS & ABILITIES NEEDED * Results oriented with a passion to make an impact * Self-starter with ability to work independently as well as in a team-oriented environment to proactively identify and overcome barriers or find solutions * Strong attention to detail and consistency in direction and expectations of participants * Can work well in a fast-paced environment with multiple activities taking place and within at times stressful situations * Excellent interpersonal skills to work with many differing personalities and economic backgrounds providing both a welcoming nature with persuasive encouragement as well as earning respect and ensuring compliance with policies and expectations as may be needed. *Due to the large number of applicants, we regret we will only be able to reply to those we ask to attend interviews. No phone calls please.
ABOUT NICHOLAS HOUSE The mission of Nicholas House is to help homeless families achieve self-sufficiency. We do so by providing a temporary place to live while addressing the root causes of homelessness so they may never be homeless again. Nicholas House provides a variety of programs to assist families at different stages of need, including prevention, shelter, rapid rehousing and permanent supportive housing efforts along with full support services to address the underlying causes of a family’s homelessness. Last year more than 600 homeless children and parents moved to independence through our efforts. With two-thirds of our residents being homeless children, Nicholas House strives to improve the current family situation as well as break the cycle of poverty and homelessness for future generations. A program emphasis on accountability helps homeless families establish clear goals, track progress and take specific action steps to achieve self-sufficiency with support programs including individualized case management, employment navigation, a 24-course adult series of onsite workshops addressing key issues, a comprehensive youth services program, and continuing aftercare support for two years upon leaving Nicholas House. Nicholas House is an Equal Opportunity Employer. It is the policy of Nicholas House to consider all qualified applicants, staff and volunteers on the basis of merit and without regard to race, religion, national origin, gender, gender identity, age, color, sexual orientation or disability.
Job Type: Part-time
Pay: From $17.00 per hour
Work Location: In person
