Site Supervisor

Site Supervisor

The NENB Housing program is an interim housing program that supports individuals experiencing homelessness as they work toward greater stability, independence, and improved quality of life. Participants may have a variety of individual needs and circumstances, which may include mental health or substance-use concerns. Individuals served by the program may occasionally experience periods of emotional distress or heightened frustration that can result in verbal disagreements, raised voices, or other challenging interactions.

The Site Supervisor primary role is to assist the director with strategic planning and to coordinate, lead, and monitor all operational aspects of the NENB Program. This role will encompass administrative oversight of operations managers in collaboration with the interdisciplinary Care-Team, consisting of case managers, Site monitors, security staff, and housekeeping staff. Furthermore, this position assumes responsibility for delivering training and guidance to various staff members, while also steering teams in devising appropriate interventions that enable clients to develop the skills needed for independent living in future permanent housing.

Principal Responsibilities:

1. Provide administrative direction, guidance, and support to Site Monitors, Care Team staff, and Receptionists in accordance with organizational policies and procedures.
2. Coordinate and monitor client food services to support timely preparation and availability of meals. Provide oversight and support to Food Service and Housekeeping staff to promote effective supervision, communication, and coordination.
3. Conduct routine room checks and maintain daily client headcounts in accordance with program policies and procedures. Coordinate an organized laundry process for participants and maintain appropriate documentation of participant belongings received during intake for accountability and safekeeping.
4. Monitor the general cleanliness and condition of client rooms and common areas and coordinate with appropriate staff regarding housekeeping needs. Collaborate with intake staff to ensure participant belongings are appropriately processed, secured, and documented during intake in accordance with established procedures. Communicate program objectives, expectations, and procedures to clients and staff.
5. Provide or coordinate training, guidance, and operational support for Site Monitors, Receptionists, Housekeeping staff, and Food Service staff to support the consistent implementation of approved program practices and client service plans.
6. Identify staff training needs and coordinate appropriate training opportunities on topics such as harm reduction, trauma-informed care, de-escalation, and other subjects relevant to staff responsibilities and program requirements.
7. Collaborate with program staff and leadership in implementing program goals, policies, procedures, documentation requirements, and reporting processes, including the appropriate use of performance and financial information.
8. Promote a coordinated and interdisciplinary approach among program staff with a focus on quality services, responsible use of resources, client satisfaction, and supporting clients toward appropriate health, wellness, and housing-related goals.
9. Collaborate with JWCH HFH, LAHSA, and other designated partners to support program coordination, operational efficiency, and the resolution of program-related issues within the scope of the position.
10. Participate in periodic coordination meetings with HFH, Street Medicine, dental services, and other designated partners to promote communication and coordination of services.
11. Monitor the professional appearance, cleanliness, and general condition of the facility and communicate maintenance or environmental concerns through the appropriate channels.
12. Support program visibility and community engagement through participation in appropriate community service activities and professional organizations, as approved by organizational leadership.
13. Participate in organizational, programmatic, and ad hoc committees as assigned.
14. Participate in client satisfaction, quality improvement, and process improvement meetings with clinic administrators, program leadership, and Executive leadership as requested.
15. Support the monitoring and documentation of client satisfaction through established channels, including the formal complaint process and client surveys, in accordance with organizational policies, applicable IPA grievance procedures, and County-funded program requirements.
16. Support compliance with applicable quality standards, regulatory requirements, program requirements, and organizational customer service expectations within the scope of the position.
17. Maintain the confidentiality and security of Protected Health Information (PHI) and other confidential information in accordance with HIPAA, applicable laws and regulations, and organizational policies and procedures. Access and use PHI only as permitted and necessary to perform assigned job duties.
18. Monitor program operations and documentation to support the delivery of required services and progress toward applicable program performance and outcome measures established by HFH and other funding or oversight entities.
19. Collaborate with designated organizational personnel and partners, as appropriate, to support recruitment, staff evaluations, required health clearances, and competency assessments. Any clinical or professional competency assessment will be conducted by appropriately qualified personnel in accordance with applicable requirements.
20. Review staff timesheets for completeness and accuracy and submit or approve them within established deadlines and in accordance with organizational procedures and applicable supervisory authority.
21. Complete or review reimbursement documentation, as applicable, and route required forms to the appropriate supervisor or authorized personnel for review and approval.
22. Organize and facilitate monthly staff meetings focused on program operations, education, training, communication, and continuous improvement.
23. Address any corrective action plans that may arise post internal/external audits.
24. Adhere to all organizational safety policies, procedures, and regulatory requirements to ensure a safe environment for patients, staff, and visitors.
25. Participate in required safety and compliance trainings and apply learned practices in daily work activities.
26. Identify, report, and help mitigate unsafe conditions, incidents, or hazards in the workplace.
27. Use equipment, tools, and supplies safely and responsibly in accordance with organizational and regulatory standards.
28. Maintain awareness of infection control, occupational health, and emergency preparedness procedures appropriate to the role.
29. Participate in JWCH's customer service training called AIDET on an annual basis.

• Demonstrate an understanding of AIDET (Acknowledge, Introduce, Duration, Explanation, and Thank You) to apply in patient encounters or team discussions.
• Utilize the AIDET communication framework to communicate with patients and team members in a manner that reduces patient anxiety, increases patient compliance, and improves clinical outcomes.

1. Perform other duties as assigned.

Requirements:

1. Requires an Associate Degree, preferably a Bachelor's Degree, in Human Services, or Social Work related field, or 3-5+ years of relevant managerial experience in healthcare, nonprofit, or public health sector.
2. Experience and knowledge in human, social, and/or behavioral health services, especially for homeless and/or low-income underserved individuals.
3. Demonstrate expertise working with interdisciplinary teams, understanding of the impact of trauma on behavioral and medical conditions.
4. Experience working with clients or patients and staff from diverse socio-economic, ethnic, and cultural backgrounds.
5. Experience working in a multidisciplinary environment, preferably involving Social Work, Nursing, healthcare, human services, and operations staff.
6. Strong written and verbal communication skills, with the ability to promote effective teamwork, maintain professional working relationships, and support a positive and respectful organizational culture. Demonstrated ability to encourage and support staff in providing client-centered services.
7. Working knowledge of homelessness-related issues, programs, and policies in Los Angeles County and the surrounding community.
8. Strong organizational, time-management, problem-solving, and prioritization skills.
9. Be proficient in the Microsoft Office suite.
10. Possess a valid California Driver's License
11. Bilingual/Bicultural (Spanish/English) preferred.

*All JWCH, Wesley Health Centers workforce members are recommended to be fully vaccinated against COVID-19.

Employee Benefits:

At JWCH Institute, Inc., we believe in taking care of those who take care of others. If you work 30+ hours per week, you'll enjoy competitive pay and a robust benefits package that includes:

• Medical, Dental, Vision
• Monthly employer-sponsored allowance for assistance with health premiums.
• Funded Health Savings Account (up to deductible) to assist with carrier-approved medical expenses.
• Paid time off (vacation, sick leave) and 13 paid holidays.
• 401(k) Safe Harbor Profit Sharing plan.
• Mileage reimbursement.
• Short- and long-term disability plans (LTD/STD).
• Life insurance policy & AD&D, and more!

Become part of a team where your work matters. Apply today and help us change lives, one patient at a time.

JWCH Institute, Inc + Wesley Health Centers is an Equal Opportunity and Fair Chance Employer.