Mission Support Supervisor

SUMMARY

The Mission Support Services Supervisor has the primary responsibility of supporting the Mission Support Services Manager with supervising Mentors on all shifts and day-to-day operations of Union Gospel Mission of Tarrant County’s (UGM-TC) Overnight Shelter (Scott Walker), Emergency Stabilization (Scott Walker), and Transitional Housing (Cox) Programs serving families with children and unaccompanied women. The Mission Support Services Supervisor acts as the manager on duty in the absence of the Mission Support Services Manager. 

If you have leadership experience in a customer service environment, and want a position where you can make a difference in the lives of others, this role is for you! Applicants with previous experience working in hospitality or retail as a front desk or customer service leader will transition well to this role, as it requires checking people in, working with various computer applications, and most importantly, serving and problem solving for our guests. 

WHAT YOU DO:

• Provide check-in service and meet the needs of residents and guests. 
• To ensure the safety of UGM-TC facilities, employees, program participants, guests, and visitors, the Mission Support Services Supervisor works alongside Mentors providing supportive supervision in the execution of daily responsibilities in key areas of operation: 
• Maintains professionalism and Monitors for adherence to UGM-TC organizational and department specific Policy and Procedure.
• Exercising appropriate boundaries, the Supervisor builds safe, trusting, and respectful relationships with program participants and guests served by applying a trauma informed approach.
• Protects the confidentiality, privacy, and dignity of program participants, guests, and visitors.
• Works in close collaboration with Courtesy Patrol to implement effective methods of responding to emergency situations. Provides timely crisis intervention. 
• Supports Mentors in managing the phone system and ensuring proper phone etiquette and protocols, 
• Ensures cleanliness, order, and organization of the front desk area and lobby. Makes certain copies of all front desk forms and documents are regularly replenished.
• Monitors for strict adherence to facility safety and security Policy and Procedure governing authorized access UGM-TC’s premises. Take appropriate actions when program participants and guests found to be in violation of Policy, including lockouts, system flags, and safe and respectful escort off UGM-TC premises as determined appropriate. 
• Utilizing UGM-TC’s security camera monitoring system and direct observation, assists Mentors with monitoring courtyards, all dorm floor, lobby areas, and all entry and exit points of the Cox and Scott Walker buildings, continuously.
• Monitors for contraband through general observation and personal property searches each time a program participant or guest enters the Scott Walker or Cox building. Conducts drug and alcohol screenings in accordance with Policy and Procedure.
• Scans program participants and guests in and out of the residential program to which he or she is assigned; scans for meals and other on-campus services.
• Completes daily shift reports and reviews Communication Logs and verbally briefs incoming supervisors and Mentors of incidents that occurred before the end of his/her shift.
• Inventory, dispense, and/or properly store consumable items, including cleaning supplies. 
• Actively participants in Multidisciplinary Team (MDT) meetings as assigned. 
• Submits maintenance requests, using the work order system, immediately as maintenance problems are observed or reported. 
• Logs and tracks mail deliveries and donated items utilizing UGM-TC’s client information system. Coordinate delivery of stated items to the appropriate person or department before the end of his or her workday.

HOW YOU LEAD:

To promote and support the provision of high-quality services through a structured professional development plan that provides employees with the information, knowledge, skills, and abilities needed to successfully meet their job expectations, the Mission Support Services Supervisor:

1. Provides effective, considerate, and consistent supervision of direct reports. Supports the development of a work environment that promotes risk taking, creativity and autonomy and builds trusting teams. 
2. Supports the professional development of new and existing Mentors by providing training in key performance areas. Works side-by-side with new Mentors during the first 90 days of hire to provide hands-on coaching.   
3. Assists the Mission Support Services Manager quarterly and annual performance reviews. 
4. Ensures organizational and program specific communications are effectively and consistently shared with all Mentors. Assists the Manager with facilitating standing shift meetings to make sure team members are up to date with all necessary information.
5. Actively participates in individual and group supervision and staff meetings and trauma focused clinical consultation; applies suggested trauma informed strategies and interventions in daily interactions with employees, program participants, and guests. 
6. Completes annual Supervisor training requirements. Independently seeks out resources and learning opportunities to foster ongoing professional growth.

KNOWLEDGE, SKILLS, ABILITIES, OTHER QUALIFICATIONS

High school diploma or equivalent required. Some college preferred. Experience working with vulnerable adults and children in an emergency shelter environment or long-term supportive housing program. Additionally, the Mission Support Services Supervisor:

1. Demonstrates deep understanding of intergenerational trauma and poverty and the impact on adults and children; implements trauma informed de-escalation strategies and techniques focused on avoiding re-traumatization. 
2. Demonstrates cultural competency through the ability to understand and effectively communicate with individuals from various cultural backgrounds. 
3. Possesses excellent interpersonal skills and the ability to work well with UGM-TC employees across departments at all levels of the organization, students, and parents.
4. Maintain a valid driver’s license.

DISCLAIMER STATEMENT

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

The Mission Support Services Supervisor position is classified as Critical Personnel. Critical Personnel may be required to remain at work or report to work on an official holiday or during inclement weather when an agency closing has been announced in order to guarantee the continuance of UGM-TC operations and the safety of facilities, program participants, and guests.