Massachusetts Veterans Jobs

The Family Shelter Supervisor will join one of the largest providers of services for families

experiencing homelessness in the Metro Boston Area. Founded in 1988, Hildebrand is solely

focused on families experiencing homelessness. Hildebrand’s mission is to transition families out

of homelessness to safe, affordable, permanent housing while working to disrupt the systems that

lead to poverty and homelessness. Hildebrand operates 157 units of emergency shelter

throughout the neighborhoods Boston and Cambridge and 22 units of affordable housing in four

buildings and an array of services that include case management, housing search, and

stabilization services to ensure families remain stably housed. Hildebrand is a rapidly growing

organization with a staff of 60 employees and operates on a $9.1M budget.

Our vision is Every Family Has a Home.

SUMMARY:

The primary function of the Family Shelter Supervisor (1st Shift, Cambridge and Dorchester) is to

oversee and provide support and guidance to Hildebrand’s Emergency Congregate Program’s 1st

shift Residential assistants, and Housing Specialists and triage and remediate any first shift issues.

Reporting to the FSCM (Family Shelter Congregate Manager), the FSS is a key contributor to the

organization and helps ensure the high functioning of Congregate shelter operations. The FSS

helps create and maintain a trauma-informed, safe and supportive environment for clients and staff

while implementing systems to improve quality of care and consistency of program delivery.

RESPONSIBILITIES:

● Oversee the 1st shift operations of the Congregate Emergency Congregate shelter.

● Schedule 1st shift staff, ensure coverage for staff PTO, call-outs and emergency call outs.

● Minimize the use of temp staff, but when needed, ensure temp staff are aware of

responsibilities and expectations for the shift.

● Cover first shift when coverage cannot be found or when Housing specialists need coverage

while doing client housing search. Utilize float RA as the first line of support.

● Triage all shelter calls between 7 am - 9 am and communicate to Program Leadership as

needed.

● Provide supervision and accountability for direct service delivery of direct reports.

● Recruit, hire, onboard/train, supervise, support, and evaluate direct reports to ensure we

retain top talent and staff are aligned with the organization’s values.

● Monitor staff daily safety checks/rounds and check-in with staff that do not provide updates.

● Triage all 1st shift Congregate issues and communicate to Family Shelter Congregate

Manager.

● Rotate between all Congregates for safety and program quality and staff supervision.

● Monitor programs for content, quality assurance, service delivery, equality, and procedural

consistency.

● Review incident reports, shift logs, program violations and other reports to determine what

systemic or operational concerns are present and take appropriate steps to address them

● Submit a daily log of Shelter activity, monitoring, and any emergencies.

● Review staff incident reports and submit them to the supervisor in a timely manner.

● Maintain an environment that fosters communication, collaboration, and consistency of

operations.

● Ensure staff and families feel safe in their environment.

● Help support the implementation of innovative, productive, and supportive programming that

uses a trauma-informed model that meets the needs of the families and contributes to the

overall milieu.

● Plan weekly staff, Congregate team shift meetings and provide ongoing written

communications to staff to ensure they remain updated on protocol.

● Help support, plan and run Monthly all residential assistant meetings and house meetings.

● Work in conjunction with the FSCM, the Family Shelter Congregate Manager, the Family

Shelter Weekend Manager, and Family Shelter Shift Supervisors to ensure consistency of

operation 7 days a week 24 hours a day.

● Work on projects as assigned to support daily shelter programming and ensure RAs are

fulfilling their work duties to support daily shelter programming, including but not limited to

cleaning, turnovers, printing housing applications and client paperwork as needed.

● Participate in recommending and implementing ongoing quality improvement initiatives.

● Demonstrate leadership by promoting a positive working environment with transparent

communication, inclusive planning, and shared vision.

● Ensure that all residential activities are documented in a timely and thorough manner and

ensure that client confidentiality is protected.

● Identify opportunities and make recommendations to improve services and promote client

success.

● Handle all weekday 1st shift call outs and scheduling. 2nd shift Residential Assistants,

emergency call outs will go to the 1st shift supervisor The Supervisor will help find coverage

as needed for the 1 st shift if call out happens while on shift, communicate the call out and

attempted coverage plan to the FSCM or Weekend Supervisor (On Saturdays), and help

cover some of 2nd shift if needed.

● Ensure compliance with EA Scope of services.

● Maintain accurate reporting in state required client information management systems.

(currently HMIS/ETO/ASIST).

● Ensure that payroll and other reporting requirements are met in a timely manner.

● Assist in the development and implementation of procedures and policies to ensure

contractual compliance and consistent program delivery across all participants.

● Participate in regular program evaluations to ensure that all programs are in compliance with

contractual and/or funding obligations.

● Work with FSCM and Case Manager to ensure all Residential Assistants, and Housing

Specialists, have a cohesive and consistent approach to working with families in

Congregate.

● Conduct regular client file and electronic documentation audits and follow up to ensure timely

response by staff to address areas of improvement.

● Monitor the assessment of family needs, the implementation of self-sufficiency plans and the

education and advocacy of life skills and housing placement.

● Provide conflict resolution between clients.

● Participate and help lead case Management review of Congregate clients and ensure

proactive approaches are being utilized.

● Help FSCM and/or lead crisis interventions for emergency client situations.

● Ensure client confidentiality is practiced.

● Review and evaluate housing specialists–rehousing plans at least bi-weekly and make sure

they are being implemented and reported on.

● Ensure Housing staff are updating accurate client information on the client board.

● Ensure Housing staff are up to date on all rehousing plans and ETO notes and provide

accountability and or retraining for any staff out of compliance.

● Ensure families are educated about Homebase and make sure Housing Staff are submitting

Homebase correctly and on time.

● Help coordinate and facilitate Case Conferences on a regular basis.

● Ensure the entire staff at each Congregate house is aware of client issues that are

appropriate to their position level.

● Ensure that Congregate staff proactively address identified areas of concern with clients and

develop plans to assist families in engaging with Hildebrand policies and procedures.

● Ensure that staff have all the supplies needed and all supplies are inventoried, tracked, and

monitored.

● Ensure Congregate facilities are clear, any needed repairs are reported in a timely manner,

● Conduct regular supervision with staff with the goal of assisting each direct report to develop

best practices in an effective, culturally competent manner. Provide accountability for service

delivery of direct reports. Monitor staff performance and provide support to the employee’s

evaluation and development through the agency’s performance management program.

● Document supervision meetings with supervision notes, and submit to supervisor monthly.

● Actively participate in department and organization-wide meetings, workshops and trainings.

● Participate in the implementation of a core curriculum of in-service training programs

designed to meet program goals and to maintain and improve staff skill and performance.

● Provide on-call support as needed.

● Other duties as assigned.

QUALIFICATIONS:

● Associate in Human Services or related field.

● 5-7 years of human service work experience.

● 3 years supervisory experience.

● 1 year housing experience.

● 1-2 years experience working in a Congregate setting.

● Must have demonstrated leadership experience, collaborating, and building and

fostering teamwork.

● Experience managing shift staff and handling staffing coverage issues staffing with

quickness and creative problem solving.

● Experience working in a Congregate setting.

● Excellent verbal and written communications skills.

● Proven ability to successfully triage emergencies and exercise sound judgment in

managing a crisis.

● Demonstrated commitment to use innovative ideas to address and meet needs of

families experiencing homelessness.

● Experience working with people from broadly diverse ethnic, social and cultural

backgrounds.

● Proficient in the use of Microsoft Office and Google Suites including Excel and

Sheets.

● Previous experience as an administrator in a housing/homeless service

environment.

● Experience working with families experiencing homelessness.

● Experience with governmental contracts.

ADDITIONAL INFORMATION

● This is a full-time, in person, position with general working hours 7 am - 3 pm, Monday –

Friday and occasional meetings during regular business hours of 9 am to 5 pm.

● Availability is needed during non-traditional office hours and during times of crisis or natural

disasters.

● As with all Hildebrand staff positions, a CORI check is required, and there is 90-Day

evaluation period.

● A competitive salary and benefits are offered.

● Job description subject to change for organizational development or personal growth

purposes.

Hildebrand Family Self-Help Center, Inc. is an Equal Employment Opportunity Employer.

Monday - Friday, 7 am - 3 pm in general. Onsite.

40 hours and on call support