Shelter Operations Supervisor

CPLC is hiring an Operations Supervisor for our shelter team in New Mexico, who models CPLC's "CORE IQ" values: Community, Ownership, Responsibility, Empowerment, Integrity, and Quality. 

OBJECTIVE AND POSITION SUMMARY
The Operations Supervisor is responsible for overseeing the daily operations of the shelter during assigned shifts. This includes maintaining a clean and orderly environment in common areas, ensuring proper staffing, managing guest belongings, and assisting in the implementation and enforcement of shelter policies. The Operations Supervisor plays a key role in supervising staff, ensuring compliance with shelter protocols, and supporting the Associate Director in the overall operation of the facility. Additionally, the Operations Supervisor is responsible for entering census data and providing leadership during guest behavior situations to ensure the safety and well-being of all shelter occupants.

SUPERVISORY RESPONSIBILITIES:

• Oversee and manage shelter staff during assigned shifts, including providing direction, support, and performance feedback
• Coordinate with the Associate Director on staffing needs and provide input on scheduling
• Ensure that shelter policies and procedures are being followed by both staff and guests
• Design and implement shelter policies for improvement of processes with the approval of Associate Director

SPECIALIZATIONS

• Leadership and Staff Management: Proven ability to supervise and support staff in a high-demand environment, ensuring staff are effective in their roles and providing quality service to guests
• Crisis Management and Conflict Resolution: Skilled in de-escalating guest behavior situations and providing effective conflict resolution to maintain a safe and supportive environment
• Data Management: Proficient in entering and managing census data, including using systems such as the Citywide Emergency Bed Tracker to ensure accurate reporting
• Operations Oversight: Expertise in maintaining the cleanliness, organization, and safety of shelter common areas and ensuring that staff and guests adhere to shelter protocols
• Discipline and Appeals Process Management: Knowledgeable in enforcing and reporting on guest discipline policies, working closely with the Associate Director to ensure consistency and fairness in addressing behavior situations
• Trauma-informed approach, responsible for providing care and support to individuals impacted by trauma, ensuring a respectful, safe, and non-judgmental environment

PRIMARY DUTIES AND ESSENTIAL FUNCTIONS

Staff Supervision and Support:

• Supervise shelter staff during assigned shifts, ensuring they are effectively managing their responsibilities and providing high-quality service to guests
• Provide guidance and support to staff, including monitoring performance and addressing any concerns or issues that arise during the shift
• Ensure that common areas are staffed appropriately, and that staff are maintaining cleanliness and order throughout the shelter
• Coordinate the staffing and scheduling of activities in common areas, ensuring a calendar of activities is provided and posted for guests
• Oversee staffing structures, conduct interviews, and manage the hiring process to ensure adequate staffing levels as needed

Guest Management and Discipline:

• Assist the Associate Director in implementing and evaluating a system for managing guest belongings, including storage solutions for items exceeding bedside storage limits
• Assist the Associate Director in maintaining and reporting on a consistent discipline and appeals process to address guest behavior situations as they arise
• Provide leadership in de-escalating guest behavior situations, ensuring an effective and consistent response to maintain safety and order in the shelter

Data Management and Reporting:

• Ensure that aggregate census data is entered into the Citywide Emergency Bed Tracker every evening (evening shift only)
• Maintain accurate records of guest interactions and incidents during the shift, reporting to the Associate Director as required

Shelter Operations and Cleanliness:

• Oversee the use of common areas to ensure they are orderly and clean at all times.
• Implement procedures for maintaining cleanliness and order in common spaces and enforce guest compliance with these procedures
• Support Associate Director by ensuring that supplies and resources are available, and that staff have the tools needed to effectively perform their duties
• Oversee procurement processes for contractual items and ensure timely delivery

MINIMUM QUALIFICATIONS AND COMPETENCIES

Education /Background:

• Bachelor’s degree in Social Work, Public Administration, or a related field; relevant experience may be considered in lieu of a degree
• Minimum of 3-5 years in social services or shelter management, with at least 1-2 years in a supervisory role
• Previous supervisory experience in a shelter or similar environment is highly desirable
• 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
• Proficiency in basic computer applications, including Microsoft Office and client management software
• Valid driver’s license and ability to travel locally as needed