Position Title: Overnight Operations Support Staff Shift Supervisor (Veteran Services Supervisor)
Supervises: Veteran Service Representatives, Veteran Service Coordinators, Security Patrol
Exemption: Non-exempt
Hourly Rate: $24
Schedule: Friday: 11p-7a, Saturday & Sunday: 7p-7a, Monday: 11p-7a
Job Summary:
The Veteran Services Supervisor reports directly to the Director of Operations and is responsible for the management of Veteran Service Representatives and Coordinators (Dining, Logistics, Vehicles) as they perform daily assignments and tasks. The Supervisor must have the ability to communicate effectively with all other departments, providing services to Veterans, Volunteers, Employees and Visitors to the Center. This position works to ensure standardization in processes and procedures in support of the safety and security of Center staff, Veteran residents, and Visitors. The Supervisor is expected to provide coaching and feedback as well as on-going training for Veteran Services Employees as well as keeping Director of Operations and Vice President of Operations and Facilities informed of all pertinent occurrences. This position is considered Essential Personnel and may be required to work during times of inclement weather and emergencies.
Job Responsibilities:
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Understand, support, and promote the Mission of the Center and Veteran Services Department.
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Lead, direct, and mentor Veteran Services Personnel.
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Monitor, assess, document, and review job performance with employees.
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Serve as concierge for Veteran complaints and issues and seek solutions.
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Support a team focused on continuous improvement.
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Coordinate and disseminate schedules to ensure appropriate staffing availability to meet all shift commitments.
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Ensure a safe, secure environment which allows for the privacy, dignity and well-being of Veteran Residents.
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In tandem with the Director of Operations, ensure the onboarding and training of new employees.
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Coordinate transportation as requested and required.
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Document, attend, and supervise medical, fire or police incidents and events; provide emergent mediation as required.
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Initiate daily bed checks and census, as appropriate.
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Assist in maintaining order and cleanliness of the transitional housing areas and the general facility.
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Properly document all administrative information and ensure the highest standard of Veteran confidentiality is maintained.
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Enforce all safety regulations and immediately address any safety hazards.
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Keep the Director of Operations informed of all pertinent occurrences.
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Ensure safety, fire and security tours are performed on a regular basis.
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Attend to the needs of all those who frequent or telephone the Center, a model of "Respect, Excellence, Partnership
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Other duties, as assigned.
Required Qualifications:
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Self-motivated leader with the ability to function in a fast-paced environment without supervision.
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Able to handle multiple complex tasks and priorities.
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Excellent interpersonal skills (oral, written and presentation) needed to interact with all levels of internal personnel and external entities including management, visitors, employees and Veterans.
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Strong analytical and investigative skills and being able to resolve Veteran conflicts.
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High School Diploma or Equivalency.
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CPR certified and CPI training are preferred.
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Customer service experience required.
Essential Functions:
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Basic computer skills, including email and familiarity with internet.
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Dedicated team player and comfortable working in an open, highly collaborative, diverse environment with the willingness and desire to learn and grow within the organization.
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Committed to a strong customer service philosophy.
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Operate a combination radio and cellular telephone.
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Navigate ten flights of stairs.
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Lift or push weights up to fifty pounds.
Skills Required
- High school diploma or equivalency
- Customer service experience
- Self-motivated leadership ability in a fast-paced environment
- Ability to handle multiple complex tasks and priorities
- Excellent oral, written, presentation, interpersonal, and communication skills
- Analytical and investigative skills with conflict-resolution ability
- Basic computer skills, including email and internet familiarity
- Ability to operate a combination radio and cellular telephone
- Ability to navigate ten flights of stairs
- Ability to lift or push up to 50 pounds
- CPR certification
- CPI training
What We Do
The New England Center and Home for Veterans (NECHV) is a Boston-based nonprofit that provides housing, behavioral health, employment training and case-management services for veterans at risk of homelessness. NECHV operates transitional and permanent housing, meal programs and vocational supports to help hundreds of veterans annually achieve stability, recovery and dignified independent living.
