Front Desk Supervisor-5

Job Description:

Title: Front Desk Site Supervisor

PURPOSE:

Under the direction of the Front Desk Manager, this position serves as supervisor, role model, mentor, and leader for the front desk clerks assigned to a specific Permanent Supportive Housing (PSH) site. In addition to the duties of Front Desk Clerk, the Front Desk Site Supervisor will have primary responsibility for maintaining schedules, approving and arranging coverage for front desk staff absences while minimizing overtime. Ensures policies and procedures are followed and maintained according to applicable guidelines, including state and federal law; accreditation bodies, funder standards, and any other applicable regulations. Fosters an atmosphere of hospitality and superior customer service for all front desk functions in National Church Residences' PSH portfolio.

ESSENTIAL FUNCTIONS

* Provide reception/security services for residents, staff, guests, and visitors of N^^ Permanent Supportive Housing programs including monitoring traffic in lobby; and ensuring guests and vendors check in and out, show proper ID, and follow building rules * Document activity that occurs on shift including residents/staff/visitors/vendors entering or leaving the facility. * Work collaboratively with supportive services, property management and health services as necessary to meet individual resident goals. * Conduct routine inspections of desk logs, checklist, contractor/guest registers, etc. to ensure protocols are being followed and maintained. * Hire, train, supervise and evaluate assigned front desk staff in accordance with National Church Residences and PSH policies/procedures. Complete 90-day and annual front desk staff performance evaluations in a timely manner. * Address and document deficits and/or corrective action with staff as it relates to job performance. * Assist property manager or front desk manager with day-to-day clerical duties as directed or requested. * Respond to, report, and document hazardous conditions, emergency situations, and/or major/unusual incidents in accordance with policy and procedure. * Provide supervision, feedback and guidance to Front Desk Staff with regard to performance expectations including compliance with National Church Residences customer services standards, adherence with National Church Residences policies and procedures, and ensure employees understand expectations related to schedule and job duties. Complete 90-day and annual Front Desk Staff performance evaluations in a timely manner. * Assist and/or develop and oversee front desk staff schedules for assigned SH sites. Ensure proper coverage is met at all times and minimize the use of overtime. * Participate in on call rotation (if applicable), and provide front desk staff coverage in the event a replacement cannot be identified. * Under direction of Front Desk Manager, assist with maintaining and revising desk manuals. * Assist Front Desk Manager to establish, implement and maintain on-going training for front desk staff and monitor/ensure staff compliance with training requirements. * Attend required meetings and court appearances as directed. * Perform other duties as assigned.

EXPECTATIONS

* Understands and commits to the mission and philosophy of National Church Residences. * Demonstrates clear, professional boundaries. * Works well in a team environment and act in a professional manner. * Understands (or has willingness to learn about) low-income and homeless individuals and their specific needs. * Achieves expected results with residents. * Performs other duties as assigned.

Education: High School Diploma or equivalent required. Associates degree preferred

Experience: 1 year of supervisory experience preferred.

Mental: Must have good communication, comprehension, computer and interpersonal skills. Must have the ability to speak, read, write and understand English.

Skills:

* Understand and embrace the ideology of N^^'s Permanent Supportive Housing programs. * Strong verbal and written communication skills. * Basic math and analytic skills. * Strong organizational skills. * Strong computer skills (word processing, spreadsheet, database). * Ability to work with diverse populations. * Experience with mental health, homeless, and other special needs populations. * Ability to demonstrate clear, professional boundaries. * Ability to work in a team environment. * Ability to act in a professional manner.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ancestry, military status, disability, genetic information and/or any other characteristics protected by applicable law.