Supervisor - Front Desk

Description 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.

• 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.

• 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

• 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.

• 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,…