SHS Program Supervisor

Description

Full Time Position

Expected Shift: Monday - Friday, normal business hours with on call duties outside of normal hours as needed

Purpose: (General description and summary): The Supportive Housing Services (SHS) Supervisor for SSICM reports to the Supportive Housing Services Program Manager for SSICM and HL programs. They are responsible for leadership and supervision of the SSICM program and team. This position provides direct supervision to SSICMs Housing Case Managers, ensures team is meeting expected performance outcomes, cultivates team culture, provides statistical and analytical documentation to demonstrate program effectiveness, and partners with other SHS supervisors and Program Mangers to develop and maintain relationships with funders and other stakeholders. The SHS Program Mangers ensures that services, program activities, and decisions made are aligned with the mission and values of SHS Team and New Narrative.

The Supervisor, alongside with the Program Manager, are responsible for hiring and training staff, developing and updating policies and procedures, implementing program systems/structure, and tailoring forms to meet the needs of each program, representing the SHS team’s expansion through County funding. The Supervisor will work with their manager to create onboarding packets and support for both new staff and newly enrolled SSICM participants. The Supervisor will work with their manager around responsibility for the professional development of team members, ensuring service delivery meets the standards of SHS team/New Narrative, and leading team to generate outcomes that meet (or exceed) those specified in the contract with funder. In addition, the Supervisor helps support New Narrative in terms of HMIS oversight, coordination, reporting and training.

This role also provides direct services in the community to participant households as they transition from houselessness, hospital, or licensed residential settings to housing settings of their choice within our community. The SHS program supervisor also acts as a housing case manager and uses a person-centered approach to assist participants to prepare for, obtain, and retain housing, with the goal of increasing independence and thriving in the community. The role is knowledgeable of housing placement, financing, and supportive service opportunities for All participants on their assigned caseload. They work with participants, the participant’s identified support team members, property managers, community partners, and Colleagues to ensure high quality services are provided resulting in stable housing placements, housing retention and participant satisfaction.

Accountabilities: (Responsibilities of the job)

Supervisory Responsibilities

• Serves as point of contact and one of the leads for HMIS for SHS TEAM/New Narrative in Washington Counties.
• Coordinates HMIS training, provides quality assurance, and conducts required reporting, as specified in contracts and certification requirements.
• Makes recommendations for quality improvement, based on evaluation of HMIS reports.
• Coordinates HMIS activities with Washington County staff.
• Coordinates Coordinated Access training with Coordinated Access team in Washington County.
• Helps hire team members.
• Responsible for ensuring thorough and complete onboarding of all new team members.
• Provides coaching, mentoring, feedback and training to team members to enhance job knowledge and skills.
• Conducts and documents weekly supervision meetings with team members.
• As needed, conducts group supervision meetings with team members.
• Models honest, well-intended and direct feedback and holds team members accountable for doing the same. Is receptive to, self-reflecting regarding, and utilizes feedback in order to enhance professional skills and abilities, meet the needs of participants, team members and community partners. Creates and maintains a culture in which team members do the same. Models and promotes Loyalist Team principles.
• Is accessible and responsive to the needs of participants, team members, colleagues, partners and other stakeholders.
• Leads weekly team meetings.
• Works with team members to identify professional development needs, seeks applicable training opportunities and supports team members in accessing trainings to enhance professional knowledge and skills.
• Ensures timely completion of Relias and all required trainings by team members.
• Ensures timely, thorough and accurate documentation by all team members.
• Demonstrates strong communication Skills, promotes the same with team members.
• Has comprehensive understanding of service contracts, budget and outcomes. Plays active role in development and usage of program tracking systems. Ensures accurate and on-time reports.
• Assist team members to access training opportunities and ensure team members are meeting training and certification requirements.
• Review and approve time sheets; ensure all documentation and information requested or required by HR is submitted/completed in timely manner.
• Monitors credit card purchases and ensures team members are completing required documentation in timely and accurate manner.
• Meets with Program Manager weekly for 1:1 supervision.
• Attends and actively contributes to SHS TEAM leadership meetings (with SHS Director, other SHS TEAM Program Managers and Team Leads). Works collaboratively to identify, communicate and move toward team Vision; identify ways team aligns with Mission and Values and advances Strategic Plan; participates in design and implementation of team building and AHL SHS TEAM trainings; shares housing and related knowledge and expertise with agency at-large; promotes SHS TEAM principles—Informed Choice, Person-Center approach, peer-based approaches and philosophies, etc.; and forms collaborative, working partnerships with other staff and programs/departments within the agency and the community at-large.
• Positively represents self, program, agency, supportive housing services (in general) and participants at all times, whether in house or in community.
• Promotes participant advocacy and self-advocacy.
• Conducts audits, coaching and training related to documentation.
• Utilizes and trains team members in use of HMIS. Reviews HMIS information, enters data, pulls reports, reviews quality of work of team members, is one of New Narrative’s point person for HMIS in Washington County, completes reports for county team.
• Performs other duties as needed or required.
  
  

Program Participant Focus

• Works with all eligible program participants, including individuals with complex mental health needs, and meet with them in locations that best meet their needs (emergency shelters, behavioral health clinics, Washington Behavioral Health Resource Center)
• Interviews and assesses participant household’s eligibility for housing needs and services.
• Cultivates positive working relationships with participants.
• Builds trust through direct, clear, and honest communication.
• Active listening and empathy
• Transparency and clarity regarding program expectations and processes.
• Individualized service planning and pace of services
• Provides tenant education to foster awareness of housing navigation and retention processes. Promotes informed choice through aHL levels of program participation.
• Utilizes assertive engagement strategies and techniques.
• Presents in a manner that results in each person feeling seen, heard, and valued.
• Supports healthy boundary setting and holding by both staff and the participant.
  
  

Service Provision

• Understands and completes required service documentation in an accurate, thorough, and timely manner in accordance with contract and agency guidelines.
• Responsible for coordinating services in all phases of housing as applicable.
• Responds to housing, and other types, of crises that may arise.
• Provides housing case management services including skills training
• Demonstrates consistency and accessibility.
  
  

Property management and Other Community Partners

• Ability to build rapport and mutually beneficial working relationships with property management and other community partners.
• Ability to understand, honor and communicate the perspectives of property management or landlords.
• Routinely meets with property management partners to assess resource availability and ensure caseload participants are set up for housing success and housing retention.
• Be accessible and respond promptly to property management concerns about a participant’s housing, wellness, etc.
• Positively represents the participant and agency when working with community partners.
  
  

Documentation, Data Collection, and Reporting

• Utilizes required databases (Credible, HMIS, etc.) and operating systems (Microsoft 365, SharePoint, Outlook, Word, Excel, etc.).
• Works with program manager to complete quarterly reports.
• Demonstrates the ability to understand program outcomes and measure program effectiveness.
  
  

Knowledge, Values, and Core Principles

• Aligns with the mission and values of New Narrative, utilizing them to inform service delivery and decision-making.
• Shows an understanding of key philosophies and models from which the team’s core values are derived and utilizes them to inform approach to working with participants and decision-making.
• Person-Centered Approach
• Intentional Peer Support
• Housing First
• Trauma-Informed
• Harm Reduction Approach
• Assertive Engagement
• Demonstrates an understanding of housing vouchers and other housing programming within the community.
• Positively contributes to team culture:
• Giving and receiving well-intended feedback
• Holding self-accountable
• Taking initiative to enhance processes and systems.
• Contributing innovative ideas
• Enhancing the vision of the department and agency
• Insight into personal biases and the ability to decenter oneself (center the participant).
• Knowledgeable about Fair Housing, Landlord-Tenant Law, and housing related resources available to participants in our community.
• Understand the dynamics and needs of individuals dealing with housing insecurity and barriers to obtaining housing.
• Ability to follow contract and budget expectations.
  
  

Additional Factors

• Effectively demonstrates a commitment to stewardship and appropriate use of resources; completes credit card processing in an accurate and timely manner.
• Identify conflict and utilize appropriate listening and communication skills to help resolve disputes. Ability to give and receive well-intended feedback.
• Ability to identify and negotiate power in relationships with members of vulnerable populations.
• Uphold the highest ethical standards and respect for confidentiality.
• Answer participant and other business calls or communication within two business days, observing guidelines for confidentiality, security, and professionalism.
• Work in a manner that is organized, efficient, and detail-oriented; Handle multiple tasks simultaneously and have excellent organizational skills.
• Assist with special promotions and community education. Be involved in program advocacy and networking for social change.
• Take care of yourself by being aware of personal limitations, communicating your needs to others, and asking for help when needed.
• Participates in regular meetings to develop partnerships and build rapport with both internal and external stakeholders.
• Perform other duties, functions, special projects, and responsibilities as assigned and deemed necessary by program manager.
  
  

Positions Reporting: (Listing of job incumbents reporting into this position)

• Five (5) reporting positions. (4) Housing Case Managers and (1) Housing Case Manager Lead.
  
  

Core Competencies

• Communication: Direct, concise, and collaborative. Keeps others informed. Listens effectively to others. Maintains positive and open communications with staff.
• Teamwork: Effective at working in team situations.
• Initiative/Results Oriented: Originates action. Finds ways to get things done.
• Quality: Promotes continuous improvement. Effectively utilizes data.
• Customer Responsiveness: Responds well to internal and external customer needs.
• Analytical Thinking: Attention to detail over sustained periods of time and ability to analyze data and recognize trends.
• Dependability: Counted on to follow through on commitments; at work each day and on time; work completed in a timely fashion.
• Aptitude: Ability to comprehend and apply innovative ideas, processes, procedures, or training.
• Organizational Awareness: Understands the culture of the organization; interests and concerns of various groups.
• Sensitive Information: Exposure to highly confidential information. Must always maintain the highest level of discretion and organization’s security.
• Motivate: On-going ability to motivate others and remain consistently enthusiastic.
• Demeanor: Remaining calm in crisis situations, empathetic, unbiased, and excellent interpretation skills.
  
  

Education/Certificates/Licenses/Registration: Qualified Mental Health Associate (QMHA) and/or Peer Wellness Specialist (PWS) - Preferred

Experience/Qualifications:

• Experience working in HMIS or Credible a plus.
• Experience working with Harm Reduction programs a plus.
• Experience with Housing First programing a plus
• Familiarity with the population (SPMI, Justice involved, SUD, unhoused)