Position Summary:
The Housing Supervisor is part of a team that assists Nicholas House, Inc. in achieving its mission to help families experiencing homelessness move into affordable housing, increase their income and improve the health and stability of their family. As a Housing Supervisor at Nicholas House Boulevard shelter, you will play a crucial role in providing a welcoming and supportive environment for families in our shelter and are often the staff member on duty during non-business hours. Your primary responsibilities include answering phones and email, delivering exceptional customer service, de-escalating conflicts, and enforcing shelter policies and participant expectations with empathy and compassion. This position requires a compassionate individual dedicated to creating a safe and respectful space for our participants and the volunteers and visitors who come to Boulevard Shelter. The Housing Supervisor has crisis management responsibilities and must maintain good work integrity, effective communication, and other areas as described below.
Front Desk Operations:
· Answer incoming calls and emails to the general phone and email accounts; listening and responding to voicemails to ensure they are returned within 24 hours of receipt, provide information with the goal of answering common questions without transferring to second staff member, and when needed direct inquiries to the appropriate staff or department. Respond to emails to the general accounts within 24 hours, with the goal of answering common questions without forwarding them to a second staff member.
· Greet and assist shelter visitors, volunteers and participants in a friendly and respectful manner when buzzing them in the front door. Make sure the sign in log is utilized per the policies and procedures.
· Receiving donations of all kinds, making sure the procedures outlined by the development team are followed.
· Maintain a tidy and organized front desk area.
Customer Service:
· Demonstrate excellent customer service skills to create a positive and supportive atmosphere for shelter participants.
· Assist participants in a non-judgmental manner, ensuring their dignity and respect are maintained.
Conflict De-escalation:
· Effectively de-escalate conflicts and diffuse tense situations with sensitivity and professionalism, following the protocol for notification and documentation of any incidents that may occur while on shift as outlined in the policy and procedures.
· Collaborate with the shelter management team to address and resolve issues promptly.
Shelter Expectations and Policy and Procedures Re-enforcement:
· Reinforce shelter participant expectations and policies in a fair and consistent manner.
· Communicate expectations with empathy, helping participants understand the reasons behind them. This is not limited to but includes ensuring that all participant chores are completed once daily in accordance with the policies and procedures.
· Must follow all policies and procedures concerning residents, staff and volunteers and donors
Empathy and Compassion:
· Demonstrate empathy and compassion towards individuals experiencing homelessness.
· Provide emotional support and encouragement when needed.
Team Collaboration:
· Collaborate with other staff members to ensure a cohesive and supportive environment for shelter participants
· Attend staff meetings and training sessions as required.
· Other Duties as Assigned
Qualifications:
High school diploma or equivalent.
Previous experience in customer service or a similar role is preferred.
Strong communication and interpersonal skills.
Ability to remain calm under pressure and handle challenging situations with empathy.
Compassionate attitude towards individuals experiencing homelessness.
Understanding of social issues related to homelessness is an asset.
Willingness to adhere to and enforce shelter rules consistently.
Working Conditions:
This position involves working in a fast-paced and sometimes emotionally charged environment.
Shift work, including evenings, weekends, and holidays are required. Shift times are as follows:
Weekday shifts include -
6pm to 11pm, 11pm to 7am
Weekend shifts include -
7am to 3pm, 3pm to 11pm, 11pm to 7am
Physical ability to stand, sit, and perform tasks associated with front desk responsibilities.
Job Type: Part-time
Pay: From $17.00 per hour
Schedule:
- Day shift
- Evenings as needed
- Evening shift
- Every weekend
- Monday to Friday
- Morning shift
- Nights as needed
- Night shift
- Overnight shift
- Rotating weekends
- Weekends as needed
- Weekends only
Experience:
- Case management: 1 year (Preferred)
Ability to Commute:
- Atlanta, GA 30312 (Required)
Ability to Relocate:
- Atlanta, GA 30312: Relocate before starting work (Preferred)
Work Location: In person