Guest Services & Access Supervisor, TAY Health & Wellness Center

Position Summary

The TAY HWC Guest Services & Access Specialist Supervisor models GLIDE’s mission and values, provides leadership and direction for each shift, maintaining building operations, safety, and facilitating respite services for TAY clients accessing the Center 24/7. The Guest Services & Access Specialist Supervisor will oversee operations based on established and implementation of standard operating procedures, policies, and protocols under the direction of the Program Manager.

The Guest Services & Access Specialist Supervisor will also be the main point for de-escalation, safety incidents, and problem-solving to support operations staff and enable low-barrier access to services for the target population. The Guest Services & Access Specialist Supervisor runs the Center’s daily respite services, maintains clear communication on the Center’s ongoing and event activities, delegates assignments to reception, safety, ambassador, and janitorial staff, and provides coaching for staff how to safely, respectfully, and effectively engage TAY struggling with varying conditions and needs, while building ongoing positive relationships with GLIDE’s internal and external community.

Based on the operations, the working schedule for this role is tentatively set for Tuesday-Saturday, 3 pm-midnight. shift.

TAY Health & Wellness Center Location: 888 Post Street, San Francisco, CA

Essential Duties and Responsibilities:

• Prepare work schedules for shift(s) (e.g. position charts, duty checklists, etc.) and manage changing needs and conditions (e.g. staffing shortages, ad hoc events/activities, emergencies, etc.) against those shift schedules
• Manage daily activities directly related to providing safety support and security services for the TAY HWC at 888 Post St. (interior of building and perimeter of campus) and any special events taking place at the site.
• Lead operations staff to assist with special events, including set up, staffing, break down, and clean up
• Lead operations staff to facilitate access to 24/7 respite and essential services at the site including regular programming for showers, restrooms, lockers, clothing closet, pet relief, food and beverage, lounge access, etc.
• Manage inventory and observation of 24/7 respites and essential services and work with Program Manager to maintain high-quality standard of care (e.g. shower system, shower supplies, locker functionality, small appliance replacement) including receiving client feedback on requests for new resources, services, and/or essential needs
• Respond to conflict, alarms, disturbances, emergencies, and disasters. Call police/fire departments in cases of emergencies. Supervise staff on scene during incidents and ensure proper safety protocols are adhered to.
• Investigate and document incidents involving clients, staff, and other emergencies and provide accurate and timely updates to management and/or Return to Care for review and response
• Participate in Return to Care meetings as needed and/or directed by Program Manager to collaborate on safety incidents and mitigation strategies and client care coordination
• Document and communicate daily shift and regularly weekly important occurrences and observations that impact staff morale, departmental operations, and safety operations to management.
• Keep staff on shift apprised of critical information that impacts staff’s ability to make decisions about their roles, duties, and client access through consistent and clear communication.
• Model and coach staff on professional conduct to support ongoing staff development and to maintain departmental integrity.
• Participate in regular training and development opportunities (e.g., CPI, CPR/First Aid, etc.) to increase capacity to apply acceptable, compassionate, and creative approaches to daily work and client engagement.
• Model and coach staff on conflict management, de-escalation, and inclusive and compassionate approach to client service and engagement to maintain community trust.
• Keep apprised of current GLIDE program service offerings and schedules and community resources to coach and support staff on providing accurate information to community seeking help and support.
• Inform Management of personnel issues that may impact the morale, professionalism, and abilities of the staff to achieve the Department and Agency’s mission and goals as a collective unit.
• Work cooperatively with other department’s management and staff to problem solve. Provide Safety expertise and professional assessment of further interventions. The Guest Services & Access Specialist Supervisor must be able to collaborate departmentally and inter-departmentally on project-based assignments.
• All other duties as assigned

Minimum Qualifications:

3+ years' experience leading staff/volunteers in a similar setting, providing services to high-need individuals or an equivalent combination of education and experience preferred.
 Must have or complete CPR and First Aid Training, Mental Health First Aid, Crisis Prevention Certification, and Overdose Prevention within 3 months of hire.
Excellent interpersonal and teamwork skills are essential and knowledge of de-escalation techniques.
Experience with managing crowds, lines, and/or access to critical resources with populations that may be experiencing high levels of stress and trauma.
Ability to communicate with and interact with emergency personnel (e.g. ambulance, police, firefighters, etc.) during emergencies
Knowledge of relevant equipment, policies, procedures, and strategies to promote effective safety and security operations for the protection of people and property
 Excellent organization and planning abilities. Ability to multitask within specific timelines
Ability to respond to high-intensity situations, de-escalate interactions, and work within a complex and demanding environment in the Tenderloin neighborhood; ability to apply community-based principles to working with persons experiencing homelessness, substance use, and mental health issues.