Supervisor, Engagement Center

Supervisor, Engagement Center

This position is set to close on 6/1/2026. Background: Allegheny County and DBA are building an Engagement Center team to help adults move from homelessness to housing and advance in the other goals that matter to them, which may include recovery. The Engagement Center in downtown Pittsburgh will be a low-barrier, welcoming place for adults to get the services and advocacy they need—and where they can come inside, get a shower, socialize and "just be." Some of the clients who come into the Center are connected to an emergency shelter, including the shelter in the building, while others are unsheltered. The building also is home to a health clinic, a behavioral health residential program and will be a place for community providers to meet their clients and a hub for crucial information.

Summary of Role: The Supervisor oversees the operations of the Engagement Center so that the space is welcoming and supportive, safe and clean; staff are assisting clients professionally; and each part of the Center is working well and contributing to clients feeling that they have accomplished something by coming into the Center that day. The Supervisor directs and coaches the program's staff—including by setting goals for the week and the month, removing obstacles to their achieving those goals, continually seeking ways to make the Center more effective, and encouraging staff creativity and problem-solving, and building a highly-collaborative team. Because some Engagement Center services may be delivered through partner agencies, the Supervisor is responsible for ensuring partners become part of the team; and for the calendar and scheduling of Center services. They will work collaboratively with the Clinic, Shelter and residential program in the building as well as the network of service providers in the homeless system and the other human services systems that clients need to access. The Supervisor reports to the Manager of the Engagement Center and, in the absence of the Manager, is responsible for all crisis resolution and problem-solving.

Ideal Candidate: The Supervisor has deep experience in working with people who are facing housing, homelessness and other crises and knows how to engage them, earn their trust and use their knowledge, clients' strengths, and available resources to assist clients in moving toward housing and other goals. They also are a magnet for staff; they want to work for and with this individual because they care deeply about the people the Engagement Center and are highly skilled in serving clients who have the degree of trauma and the issues that follow from it (substance use disorders, health and behavioral health issues, disconnection from loved ones, poverty and poor health) as well as other issues. The Supervisor is someone staff know they can learn from and who will manage by walking around and coaching. While they have high expectations for staff, they also understand that staff need to develop and that this takes time, coaching and training, which they make a priority. The Supervisor can coach staff in systems, principles, and approaches including harm reduction, trauma-informed care. They are great at solving problems, researching resources, picking up the phone to call their network of contacts—all to help individual clients or the program They get excited when they see staff grow in their understanding and seek ways for staff to help one another and shine. They are mature—able to keep the team calm and focused on what is best for clients.

Responsibilities: This position supervises the Resource Navigators and Program Specialists in the Engagement Center. While these staff are the Supervisor's direct reports, this individual also includes other providers in building the team that serves and supports clients. Specific responsibilities:

• Coach and Supervise staff:
  • Ensure staff know their role and performance expectations
  • Coach individual team members and the group to continually improve the quality of care and services
  • Motivate and build the team
  • Encourage staff to work together in identifying program improvements, share ideas/contacts, solve problems and take action
  • Conduct performance reviews
• Set staff schedule:
  • Set schedule for shifts, managing to ensure sufficient coverage across staff roles
  • Set training schedule
• Recruit staff for openings, participate in hiring
• Develop staff training plan:
  • Recommend changes to training plan
  • Provide/secure quality training for staff that aligns with training plan
• Prevent and Solve problems:
  • Among staff
  • Involving clients
  • With partners
  • Pertaining to the program
• Implement policies:
  • Ensure staff complete training on policies
  • Ensure staff are following policies
  • Recommend to Manager necessary changes or additions
• Data and reports:
  • Ensure staff have training needed to use systems and are using them correctly
  • Identify improvements/changes needed in the systems at the Center (e.g., for check-in, scheduling)
  • Assist Manager in preparing reports on performance

Skills and knowledge:

• Preferred:
  • Four or more years' experience in directly providing services to people who are experiencing homelessness and in responding to crises
  • Two years of experience as a staff Supervisor or similar role
  • Bachelor's degree in social work, public health, or other human services field
  • Skill in building cohesive teams
  • Analytical skills
  • Strong understanding of crisis prevention and response, deescalation, psychiatric rehabilitation principles, addiction recovery practices, and trauma-informed care
  • Skilled in Motivational Interviewing and trauma-informed care; and has experience in promoting hope, recovery, and wellness in individuals
  • If eligible, has earned or is on track to attaining the Certified Recovery Specialist or Certified Family Recovery Specialist credential within six months of hire.
• Minimum:
  • At least two years leading a successful health or human services program
  • Able to write clearly and concisely
  • Excellent interpersonal skills
  • Has a work history that shows respect for clients, seeing each as an individual; and skill in establishing rapport and trust with individuals served coming from diverse life experiences.
  • Able to use Microsoft Office Suite (Word, Excel, Teams, PowerPoint). Ability to learn the software and computer applications that are integral to the Engagement Center program
  • Maintains highest standards of professional conduct, including maintaining client confidentiality and treating others as one expects to be treated.

Salary and Benefits:

• Salary range: $65,000 - $70,000
• Benefits:
  • 18 days of Paid Time Off
  • 5 Sick Days
  • Health Insurance Coverage
  • Dental Coverage
  • Vision Coverage
  • Life Insurance
  • Short Term/Long Term Disability
  • Employee Assistance Program
  • Benefit Option Fund

Educational Requirements Bachelor's degree in a Human Services-related field of study -OR- Any equivalent combination of education and experience which meets the required knowledge, skills and abilities. Certificates, Licenses, Registrations Act 33, 34 and FBI clearances. This position will be formally employed by Community Family Advocates. In this capacity, the individual will report directly to Allegheny County Department of Human Services and will carry out day-to-day responsibilities under the direction, supervision, and operational guidelines of the Allegheny County Department of Human Services. While Community Family Advocates will serve as the official employer for administrative and human resources purposes, the role will function as an integrated part of Allegheny County's team.