Guest Services Assistant Manager

Preferred Qualifications:

• High School diploma or GED strongly preferred but not required.
• 2 years of social services experience; and/or equivalent combination of education and experience preferred but not required.
• 3 years of supervision is preferred.
• Knowledge of and experience in using trauma-informed care principles required.
• Demonstrated experience in mediation between persons exhibiting escalated behavior required.

Essential Job Duties Include (But Not Limited To):

• Develop relationships with shelter staff and guests.
• Communicate and work closely with the Shelter Manager and Support Services Assistant Manager to ensure transition plans are implemented in a timely manner.
• Provide calm, decisive leadership to team members while on shift.
• Help facilitate coverage when on shift.
• Communicate guest or safety concerns proactively with the Shelter Manager.
• Communicate updates to Shelter Manager and Support Services Assistant Manager.
• Be the first point of contact for community partners and service providers coming on site. Assist shift leads when emergency services are on site. Carry out shelter protocols and emergency procedures in the event of an incident.
• Ensuring that Passdowns are reviewed on daily basis to help support shelter staff in addressing guest concerns.
• Responsible for communicating updates to their shift team during transition times.
• Post relevant updates to homebase and the pass down log.
• Use trauma-informed care principles when interacting with staff and residents.
• Go over resident grievance forms and follow up with the Shelter Manager.
Develop relationships with shelter staff and guests.

• Meet with case managers weekly to review care plans and participant progress. Help case managers implement and build care plans by identifying action steps and resources.
• Establish and implement training for case managers in both individual and group settings.
• Help oversee the implementation of action plans, transition plans and assist team members in reviewing actions plans with participants to address lack of engagement and/or concerns of participant behavior.
• Assist in the onboarding process of case management staff including sending out required training, tracking completed onboarding steps, and following up with staff to complete any missing tasks related to onboarding.
• Ensure that Case Managers are meeting job expectations and requirements.
• Attend required training and learn policies and procedures for shelter operations.

• Collaborate with Salem Housing Authority, ARCHES, and other service providers to help strengthen partnerships between providers and case managers.
• Cover case management shifts as needed.
• Support Case Managers with their ability to make referrals for clients regarding drug and alcohol treatment, domestic violence services, and health health services as needed.
• Support Case Managers with their ability to assist clients in obtaining a birth certificate, ID, free phone, transportation vouchers, Oregon Health Plan, and other resources as needed.
• Attend required training, team meetings, and learn policies and procedures for CAP operations.
• Review and answer questions from guests about the participant agreement.
• Clarifying site expectations and standards to guests.
• Conduct intakes for incoming clients.
• Assign new clients to Case Managers.
Oversee that the outtake process is being completed upon client departure.

• Enter data in HMIS and assure data quality.
• Enter data into Activate Care and ensure data quality.
• Run reports as applicable and requested.

• Close quarters with vulnerable people including individuals without stable living situations who may be struggling with mental health and substance use concerns.
• Indoor/Outdoor work environment with frequent interruptions and demands, and occasional unpredictable behavior.
• Going up and down stairs multiple times a shift.
• Must be able to push, pull, and/or lift 50 pounds or less.