Supervisor - Front Desk

JOB DESCRIPTION

Position: Front Desk Supervisor – Flexible multi-shift position

Reports: To: Director of Front Desk & Housing Problem Solving

Purpose of Position: Responsible for scheduling/staffing for 24/7 hour Front Desk operation, including all three shifts, ensuring that all positions are fully staffed each day. Oversees/supervises operation of Lifespan Medical Respite Shelter in coordination with Lifespan staff. Provides supervision to Receptionist (Front and back desk), Client Support Specialist and Emergency Crisis and Intervention Specialist positions. Works effectively with community partners to maximize access to resources for service users. Ensures that all necessary documents and files meet State and Federal requirements.

Duties and Responsibilities

• Advocates for the mission of the organization and promotes the vision and direction of the agency’s values.
• Oversees all three shifts of the Front Desk Team and Lifespan Medical Respite.
• Upholds the agency's values and utilizes the values of safety, respect and effectiveness in making all decisions.
• Ensures that services are provided in a safe, respectful, and effective manner
• Ensures that the highest level of customer service is practiced and maintained during each shift.
• Establishes rapport with all Front Desk clients and tower residents in order to provide advocacy and support for all.
• Works as the main point of contact, with the Director of Front Desk & Housing Problem Solving regarding all professional matters, including behaviors, incidents, scheduling and client safety concerns to ensure necessary interventions, emergency resources/services, and such are being explored and utilized to ensure client’s safety and quality and consistency of care.
• Responsible for making sure all staff have their timesheets completed in a timely manner and are allocated accordingly to correct department project and grant codes.
• Gain knowledge about department allocations in order to manage departmental budgets.
• In conjunction with the Director of Front Desk & Housing Problem Solving, Front Desk Supervisor establishes cross-departmental collaborations and communication procedures both internally, specifically the Housing Assets Team and externally to effectively manage internal operations and external partnerships; successfully fostering relationships which enable needed resources to be accessed to ensure continuum of care.
• Responds to crisis situations in a calm and professional manner, ensuring the safety of clients and staff. Provides crisis debriefing after incidents, as appropriate.

Supervision

• Provides supervision and support to Front Desk staff including: Receptionists (Front desk and back), Client Support Specialists and Engagement and Crisis Intervention Specialists as well as direction on client services
• Takes part in weekly case conference with Lifespan Medical Respite staff.
• Participates/presents in monthly team meeting with Front Desk staff and Adult Services.
• Assists the Director of Housing Problem Solving in recruiting, hiring, and training of new staff.
• Performs other duties as assign

Requirements

Experience and Education

• Bachelor’s Degree in Human Services Field OR
• Associate’s degree in human services field, plus a minimum of 2 years’ experience working with an at-risk population OR
• A minimum of 4 years’ experience working with at-risk population.

Knowledge, skills and Abilities

• Demonstrated ability to work well with people.
• Sensitive to people experiencing compromised wellness
• Able to model and teach effective and preferred strategies for engagement.
• Ability to maintain confidential information.
• Clinical knowledge and practice-understanding of mental health issues, trauma-informed care, mental health and addiction assessments, client-centered treatment.
• Can work well with other professional groups and community agencies.
• Excellent verbal and written communication skills.
• Computer skills, including use of Microsoft Office programs to generate required reports.
• Leadership ability required; supervisory experience preferred.
• Comfortable and effective making group presentations.
• Effective in coaching and developing others as well as providing constructive guidance and feedback.
• Detail oriented
• Well organized, able to prioritize own work.
• Ability to monitor and shadow fidelity to practice of the interventions.
• Tracks progress of lowering acuity amongst caseloads.
• Helps develop sustainable solutions to issues most frequently encountered by clients.
• Can work effectively independently as well as a member of a team.

Physical demands and work environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may

be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: Sitting, walking, lifting up to 20 pounds, reaching, carrying, speaking, and listening.
• Work environment: Can be an environment of high stress and fast pace of crisis intervention. Protocol for safety and security is a priority. Use of phones, in person assistance, computer, and other general office equipment.