Intake Supervisor

The Gateway West Shelter team in New Mexico is looking for an Intake Supervisor who models CPLC's "CORE IQ" values: Community, Ownership, Responsibility, Empowerment, Integrity and Quality. 

OBJECTIVE AND POSITION SUMMARY
The Intake Supervisor is responsible for overseeing the intake process for guests at the shelter, ensuring accurate record-keeping of all interactions and service provisions, and supporting intake staff in connecting guests with necessary resources and services. This role includes managing the use of the Homeless Management Information System (HMIS) for data entry and reporting, providing training and guidance to intake staff, and ensuring compliance with shelter policies. The Intake Supervisor coordinates with external agencies to maintain a safe and supportive environment for guests and their pets and oversees the completion of assessments such as the VI-SPDAT. The Intake Supervisor plays a critical leadership role in ensuring an efficient and effective intake process, facilitating a smooth transition for guests into the shelter, and supporting their pathway toward stable housing.

SUPERVISORY RESPONSIBILITIES​

• Supervise and guide intake staff in conducting guest assessments and maintaining accurate records in client management systems (e.g., HMIS)
• Oversee the administration of assessments, such as the VI-SPDAT, ensuring staff are properly trained and guests are supported throughout the process
• Ensure timely and accurate data entry and reporting, including census tracking, meal distribution tracking, and occupancy reports for internal and external stakeholders
• Monitor and enhance resource coordination efforts, connecting guests with community services such as housing, healthcare, mental health support, and employment opportunities
• Maintain compliance with shelter policies related to pet care and guest agreements, ensuring a safe and welcoming environment for all
• Provide leadership in addressing crisis situations, supporting staff with de-escalation and conflict resolution techniques
• Coordinate, develop, and implement training programs to enhance the skills and competencies of intake staff
• Collaborate with shelter management to ensure cleanliness, safety, and adherence to operational standards within the facility
• Evaluate and improve intake procedures to optimize efficiency and guest satisfaction
• Act as a liaison between intake staff and other shelter departments, fostering effective communication and collaboration
• Identify gaps in shelter operations and design systems and processes to address them effectively
• Oversee staffing structure, conduct interviews, and manage the hiring process to ensure adequate staffing levels as needed

MINIMUM QUALIFICATIONS AND COMPETENCIES

• High school diploma, equivalent, or experience in lieu of education; additional education in social work, human services, or a related field preferred
• Previous experience working with individuals experiencing homelessness or in a supportive housing setting is highly desirable
• Proficiency in using HMIS or similar client management systems for data entry and reporting
• Strong understanding of trauma-informed care principles and a commitment to applying them in practice
• Ability to work effectively with diverse populations and demonstrate cultural competency
• Excellent communication, organizational, and problem-solving skills
• Ability to maintain professionalism and confidentiality in a fast-paced, high-stress environment
• Valid driver’s license and ability to travel locally as needed
• Ability to assess and respond to clients' needs with sensitivity, creating a supportive space that acknowledges the effects of trauma on behavior and communication