Program Supervisor, Interim Housing (DMH)

JOB DESCRIPTION 

JOB SUMMARY: 

Summary: The Program Supervisor of Interim Housing is part of a leadership team responsible for providing supervision for assigned Union Station Homeless Services’ interim housing site(s). The Program supervisor leads their team with a focus on service and impact, integrating low-barrier, harm reduction, and trauma-informed practices into their scope of work. Interim Housing sites are 24/7 operations and the Program Supervisor will need to be prepared to assist with any crises or coverage issues that may occur during that time. 

Specific to DMH Site: Program Supervisor, Interim Housing will focus attention to areas of crisis intervention/de-escalation and assisting clients to develop crisis response skills. They will also serve as a liaison between clients and their Department of Mental Health Interim Housing Program (DMH IHP) staff ensuring collaboration in identifying and addressing client issues and to coordinate services. 

POSITION ALLOCATION STANDARDS

Positions allocable to this supervisory class report to a Director and have responsibility for planning, assigning, evaluating, and supervising program staff assigned to perform homeless services and housing case management work activities. At this level, position incumbents exercise strong planning, interpersonal and communication skills in order to supervise, coach, develop, and hold staff accountable. Position incumbents serve as a primary technical resource to staff on the full range of program policies, standard operating procedures, protocols and incident reporting requirements within their areas of assignment. Assignments also require position incumbents to prepare written materials, such as standard operating procedures, performance evaluations, disciplinary actions, and interoffice transmittals using software such as Google Workspace, MS Word and Outlook, etc. 

Program Supervisors provide direct case management support, as needed, use discretion and care in the handling of confidential and sensitive client information, and coordinate with law enforcement and emergency personnel in response to incidents involving client threats and physical violence or requiring medical attention. Position incumbents are required to possess knowledge and skill in the application of best practices in case management and documentation, people management, risk management and safety, contracts management and compliance. Program Supervisors also have responsibility for assisting the Director with budget and finance management and carry out fiscal related work activities in accordance with pre-established authority levels. Program Supervisors are expected to demonstrate strong problem solving, reasoning and de-escalation skills in order to quickly assess and diffuse conflicts involving employee relations, client and/or tenant-landlord relationships.

At this level, position incumbents handle a variety of administrative assignments in areas such as safety and compliance, workforce engagement, contracts management, policy development, and training requiring reading comprehension, analytical, written and verbal communication skills.

ESSENTIAL FUNCTIONS INCLUDE, but are not limited to the following: 

• Directly supervise Care Coordinators and Resident Advisors.
• Ensure effective coordination of services at their assigned interim site, including collaborating with other Program Supervisors and RA Supervisors on the weekly scheduling calls to ensure consistent staff coverage at each site.
• Review Daily Activity Reports and coordinate follow up plans with staff to ensure safety and risk management issues are being addressed in a timely manner.
• In collaboration with the client’s mental health provider to avoid duplication of services.
  • Provide solution and trauma-focused interventions to assist clients to manage symptoms, understand problematic behaviors and to develop and use more adaptive behaviors.
  • Provide individual and group Substance Use Disorder (SUD) counseling including the use of evidence-based practices. 
  • Provide psychoeducational or skill development groups for clients.
• Provide training and case consultations to staff that include site support staff, care coordinators, housekeeping and custodial staff and security understanding mental health conditions, and de-escalation techniques.
• Assist clients with understanding the benefits of engaging in mental health services.
• Participate in multi-disciplinary teams to create client services plans.
• Support clients with their acceptance of and participation in treatment recommendations. 
• Supervises, plans, assigns, and evaluates program staff engaged in outreach, housing, and coordinated support services.
• Leads, manages, and monitors onboarding and training activities to ensure new hires, transferred and promoted staff are properly trained and set up for success.
• Trains staff on program policies, standard operating procedures and protocols, crisis intervention and de-escalation, and mandated reporting to ensure they provide effective services to clients.
• Administers key people management activities, such as hiring, preparing performance evaluations, coaching and counseling, managing attendance and time off requests, and disciplining and terminating staff. 
• Establishes and fosters a positive, inclusive, and supportive workplace culture to ensure optimal productivity and workforce morale. 
• Facilitates individual and team meetings in order to communicate operational requirements, performance and behavior expectations, policies and procedures, and department and company-wide developments.
• Oversees quality assurance practices including accurate input of information by program staff into the HMIS database or comparable systems.
• Oversees preparation of required reports on facility operations, ensuring that information submitted to program funders and other parties is accurate and timely.
• Recommends changes in operational policies and procedures to ensure staff and client safety and compliance with pertinent laws, regulations, and contract requirements.
• Performs quality assurance reviews of case files to ensure compliance with reporting and documentation guidelines, and progress toward outcomes.
• Compiles and submits required weekly, monthly, quarterly, or annually program, statistical, fiscal and utilization reports depending on contract requirements.
• Tracks and provides statistical data to support grant requirements in collaboration with the Data and Quality Assurance team.
• Ensures staff are meeting with each participant on their caseload regularly in order to review progress, address barriers, and provide support and guidance in meeting established goals.
• Provides ongoing consultation and education related to supporting participants who have experienced trauma and/or complex medical or mental health conditions, including the development of strategic interventions in partnership with the participant’s treatment team.
• Consistently role models, teaches, and partners in interventions that are person-centered, in alignment with current best practices, and support the models of Harm Reduction, Housing First, and Trauma Informed Care.
• Provides direct interventions, including clinical services and after hours support, with clients as needed.
• Provides transportation assistance to participants when needed. 
• Prepares written reports as needed, including incident reports and other program reports as required by funders.
• Responds to grievance and termination appeals in accordance with the Grievance & Termination Procedures.
• Attends funder required meetings, case conferencing, and training sessions and ensures that staff are current on required trainings. 
• May provide supervision to MSW interns working within the assigned program.

PHYSICAL AND MENTAL REQUIREMENTS AND WORK ENVIRONMENT

• Office-based work in a temperature-controlled environment, with required travel to off-site meetings, partner locations, or program sites.
• Ability to sit or stand for extended periods, move within office and meeting environments, and use standard office equipment.
• Requires sustained mental focus, analytical reasoning, and the ability to exercise sound judgment in complex and time-sensitive situations.
• Ability to communicate effectively, both verbally and in writing, to convey information, provide direction, and engage with staff, leadership, partners, and external stakeholders.
• Ability to manage multiple priorities, meet deadlines, and adapt to changing operational demands.
• Requires the ability to analyze, synthesize, and interpret qualitative and quantitative information to support decision-making.
• Requires regular use of a computer and standard office software for extended periods of time.
• May require exposure to sensitive or confidential information and participation in discussions involving complex or sensitive personnel, client, or compliance matters.
• Ability to travel locally as required to fulfill job responsibilities.

KNOWLEDGE, SKILLS AND ABILITIES

• Strong planning, time management, and delegation skills in order to effectively organize, assign, control, and evaluate operational and workforce activities.
• Strong interpersonal and people engagement skills in order to interact with employees, clients, community partners, funding source representatives, etc. 
• Ability to effectively engage and provide feedback to employees and clients with respect, empathy, and compassion using both verbal and written communication. 
• Ability to lead and inspire team members in carrying out program objectives and meet service delivery standards to clients.
• Ability to make informed decisions under various conditions, including high pressure incidents, using critical thinking and reasoning. 
• Ability to maintain self-awareness and self-regulation in order to support an empathetic approach that fosters a supportive work environment where employees feel valued and understood. 
• Ability to serve the homeless community with an inherent desire that demonstrates empathy, compassion, and a commitment to supporting their well-being and quality of life. 
• Strong active listening skills in order to understand and engage with employees, clients, visitors, co-workers, and other key stakeholders.
• Ability to demonstrate compassion when interacting with clients so as to recognize and respond to their needs and struggles with kindness and understanding.
• Ability to discern such things as behavior, body language, and tone in order apply appropriate approaches and de-escalation techniques when interacting with clients on delicate, sensitive or potentially dangerous situations.
• Ability to assert authority with tact, diplomacy and collaboration in order to effectively address and resolve situations involving employee or client violations of policies and procedures. 
• Ability to remain calm and composed in challenging situations involving client interactions, medical emergencies, and incidents requiring law enforcement intervention.
• Ability to demonstrate sensitivity to diverse cultural backgrounds, mental health needs, substance use, and other individual circumstances affecting homeless populations in order to engage clients with respect and compassion.
• Ability to learn and apply new concepts and protocols on a continuous basis in order to adapt to changing requirements. 
• Strong written and oral expression skills in order to effectively communicate in writing and/or via in-person verbal interactions.
• Strong customer service excellence skills in order to establish and maintain positive, friendly, and professional interactions with guests, visitors, and staff.
• Strong skill in the application of office software, such as electronic mail, word processing, scanning software (Adobe, PDF) in order to open and respond to email, type or prepare written materials, and scan documents. 
• Strong skill in the operation of office equipment and machines, such as desktop or laptop computers, printers, and scanners.

EDUCATION, TRAINING AND EXPERIENCE

• Master’s degree in social work, psychology, or closely related field and two years of experience supervising programs, operations, or functional areas within a human services or related environment. 
• Must be licensed or license-eligible Mental Health Clinician (LCSW/MSW, LMFT/MFT, LPCC, PsyD, or PhD).
• Bi-lingual English/Spanish preferred

Union Station Homeless Services is an Equal Opportunity Employer