Resource Center Supervisor

CHEDULE: 40 hours, Monday – Friday, 10:00 a.m. - 6:30 p.m., may include nights and/or weekend hours as needed. This position may be designated as essential in the event of an emergency.

JOB DESCRIPTION:

The Resource Center Supervisor will work in collaboration with the other Coordinated Housing Solutions (CHS) Supervisors to ensure outcomes for the program. The Resource Center Supervisor will supervise 3-6 staff, including Housing Resource Specialists at the Men’s Inn, Women’s Inn, Shattuck Shelter and Holy Family Inn, as well as oversee the day to day operations of the Center.

The Resource Center provides a space for guests to access resources around housing, employment, and general social service needs. The Center will serve guests across all PSI shelters and is intended to assist guests obtain permanent housing as quickly as possible. The Resource Center, and Housing Resource Specialists at the shelters, serve as housing advocates and educators to guests across the organization. 

The Resource Center staff is responsible for engaging guests in a housing assessment process which is designed to determine a guest’s immediate level of need and assertively move the guest to safe housing. The Resource Center Supervisor will work with supervisors across OPHP and the shelters in order to best meet guest needs. The Resource Center Supervisor will work within a best practice framework of Harm Reduction, Motivational Interviewing and Trauma-informed Care and, whenever possible, will provide support toward family reunification and mitigating barriers to securing safe housing. 

The Resource Center Supervisor will coach, mentor and supervise the team toward achievement of program goals, work with other key staff internal and external to PSI to develop and implement appropriate policy and procedure as well as ensure excellence in data quality for the service area.

 The CHS team is a diverse department that engages guests in all of Pine Street’s emergency shelters. This may require that the Resource Center Supervisor be mobile in order to provide supervision to the team. The Drop In Center Supervisor will ensure that the team provides exceptional customer service both internally and externally; and will work in partnership with other PSI departments and community partners to provide integrated service delivery which furthers our mission to eliminate homelessness. The Resource Center Supervisor will develop working relationships with other departments to encourage PSI mission continuity agency-wide. The Resource Center Supervisor and team will work under tight timeframes for accurately entering guest information into the Pine Street Inn’s approved Homeless Management Information System (HMIS). Attention to detail and accuracy is critical in this position.

REQUIREMENTS:

EDUCATION/TRAINING:

• BSW, BA or BS in a human services related field: a degree can be substituted for a High School Diploma and a minimum of six (6) years of experience in a social service setting providing direct care
• Certification, training, or formal education in counseling and case management
• Valid Driver’s License with an acceptable driving record for the last two (2) years 

KNOWLEDGE/EXPERIENCE:

• Minimum of two (2) years of experience delivering services to a challenged population often struggling with addiction and untreated or under-treated mental health concerns
• Minimum of three (3) years leadership and/or supervisory experience
• Strong computer and math skills, including familiarity with MS Word, Excel, and electronic health records, as well as the ability to learn and successfully use MIS & HMIS programs
• Practical experience in client assessment, diversion, mediation, negotiation, motivational interviewing, trauma informed care, crisis prevention and intervention, household budgeting, rapid re-housing and service planning, recovery services – including mental health, substance use/abuse and traumatic brain injury
• Working Knowledge of and willingness to utilize Housing First, Triage, and Rapid Rehousing approaches to the work
• Experience working as a team that encourages individual strengths/problem solving while fulfilling department goals.

PHYSICAL ABILITIES/SKILLS:

• Ability to stand for moderate periods of time
• Ability to stretch, and bend
• Ability to lift and assist guests up and down stairs during difficult and/or emergency situations
• Ability to respond safely and quickly in case of emergency situations
• Ability to sit for moderate periods of time at a desk in an office while interacting with clients and/or managing documentation and completing data entry
• Must be able to drive a PSI vehicle for work use
• Ability to regularly travel across 3-4 sites to provide support and supervision to staff 

MENTAL ABILITIES/SKILLS:

• Excellent writing and documentation skills
• Ability to assess clients and make appropriate referrals
• Ability to establish good working relationships with internal and external program staff
• Strong decision-making capabilities, leadership ability and communication skills
• Ability to synthesize complex qualitative and quantitative data and train staff in good data collection and data management practices; resourceful in leveraging internal and external subject matter experts
• Strong crisis intervention skills and excellent judgment in resolving client and staff crises
• Exceptional customer service
• Ability to perform an array of difficult tasks at the same time
• Patience in working with guests with untreated emotional/physical health needs and active substance use/abuse/dependency behaviors
• Ability to work in intense, emotionally charged situations
• Ability to help provide critical incident de-briefing 

PREFERRED:

• MSW or a Master’s Degree in human services related field
• Bilingual – Spanish/English
• Working knowledge of local resources available to Boston’s homeless

ESSENTIAL FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO:               

Program Management:

• Work with the Associate Director of Coordinated Housing Solutions to lead and oversee the Resource Center including staff scheduling, program development, training, coaching and documentation.
• Meet or exceed established program goals.
• Serve as liaison with referral sources to educate other service providers.
• As needed, perform client intakes, assessments and Touchpoints.
• Monitor, track and manage program funds to ensure compliance with contracts.
• As needed, develop and provide newly homeless and chronically homeless guests with detailed orientation to shelter services, including case management and housing opportunities as well as program timelines and limitations.
• As needed, input guest intakes and other pertinent service information in the HMIS system. Use HMIS system to track guest access to shelter and services.
• Obtain and maintain subject matter expertise in HMIS and support the CHS team both directly and as backup to the CHS team’s designated HMIS expert.
• Monitor and track data quality input by Housing Resource Specialist(s) and other staff as needed to ensure timely and accurate information.
• Collaborate with program management across PSI departments/teams.
• Attend agency and community meetings as required or as needed to develop excellent working relationships across programs.
• Participate in special projects as needed.
• Maintain thorough knowledge of human/social services opportunities available in the community, establish and maintain necessary contacts to reduce inappropriate referrals and discharges.
• Participates as an active member of the CHS Team attending case conferences and provide guidance and training as needed to meet program goals.
• Maintain documentation of community contacts and triage/diversion strategies.
• Monitor quality of data and data completeness in PSI HMIS system by running approved reports on a regular basis.

Supervision:

• Working with the agency’s leadership to implement and maintain all approved Pine Street Inn regulatory, personnel, facilities, program, operations, financial policies, protocols and procedures.
• Working with Pine Street Inn’s Human Resources Department, hire employees through the appropriate Inn policies and procedures. Insure that all human resource policies and procedures – including required orientation, training, time sheets, benefits enrollments, etc. are appropriately communicated, followed, documented and evaluated for all direct reports.
• Implement and evaluate annual performance of all assigned staff including specific objectives connected to the agency’s overall strategic and annual plans, achievement of guest service plans and data management.
• Process payroll and scheduling, maintaining records for both.
• Provide consistent weekly supervision of direct reports across a variety of locations, delegating appropriate work as needed, and providing constructive feedback and/or escalating the corrective action process as needed.
• Lead staff in consistently delivering services that emphasize dignity, respect and fairness in all interactions.
• Participate in shelter and emergency services meetings of supervisors and staff to ensure that information is shared, progress against goals is articulated, and ongoing activities and efforts are consistent and coordinated. Provide frequent opportunities for staff to share their ideas and input. 

Compliance:

• Working with Pine Street’s Department of Program Evaluation, ensure that both self and staff are properly trained and implementing HMIS data collection procedures. Ensure accuracy and completeness of the data collected and entered. Submit reports and respond to special information requests promptly and as needed. 

Safety and Security:

• Working with the CHS Director and Pine Street Inn’s Director of Security, ensure comprehensive and consistent implementation by self and staff of safety and security training, policies, procedures and monitoring as determined by Pine Street Inn to enhance the safety of staff and guests and the neighborhood, with particular attention to searches, implementation of Crisis Prevention and Intervention training and safety plans, protocols and procedures.
• Working with Pine Street Inn’s Operations Department and the Inn’s Health and Safety Committee, ensure that self and staff implements required safety/ hazard policies and procedures.
• Respond to and/or manage any client or staff incidents, communicating with staff and program leadership (and external agencies and/or regulators as required) to ensure timely, complete, accurate investigation and problem resolution. 
• Make recommendations for policy and procedure changes to further staff and guest safety. 
• Perform other additional assignments or projects as requested/directed by supervisor. 

COMPETENCIES TO BE EXERCISED: 

Client Focus: Provides service excellence to guests, co-workers and external partners. Responds to immediate needs. Responds to needs in a timely, professional, helpful, and courteous manner.  Clearly shows others that their perspectives are valued. Strives to consistently meet organizational standards.  

Communication: Listens to others and fosters open communication. Adapts and tailors communication style as needed to different individuals and audiences. Communicates effectively with all organizational levels. Understands others' needs, motivations, emotions or concerns and communicates effectively and accordingly. 

Judgment: Identifies problems based on a range of factors, many or only some of which may be clear. Makes decisions to achieve the best result relying on own independent assessments or by seeking guidance or support from others.

Motivating others: Motivates team members to work hard and achieve department/program goals. Helps others see the benefits to guests/tenants/trainees of doing their job well. Acknowledges achievements and contributions. Maintains and communicates a positive, yet realistic outlook, in spite of department/program challenges in order to sustain morale

Apply at: Pine Street Inn | Careers