Shift Supervisor

Position Summary

The Shift Supervisor is responsible for overseeing day-to-day shelter intake and transportation operations during their assigned shift at the centralized intake facility and across the mobile field team. This role ensures that shelter referrals are responded to efficiently, intakes are processed accurately, and all staff adhere to safety, service quality, and data reporting standards. The Shift Supervisor acts as the on-site leader, providing direct supervision to field intake drivers, intake workers, dispatchers, and front desk staff, while escalating high-level concerns to program leadership as needed.

Key Responsibilities

1. Operational Oversight
   • Supervise all on-duty intake and transportation staff during assigned shift.
   • Monitor active referrals, assignments, transportation routes, and shelter availability.
   • Ensure timely deployment of field teams and efficient flow at the centralized intake center.
   • Troubleshoot scheduling gaps and service disruptions in real time.
2. Staff Supervision & Support
   • Provide guidance, coaching, and direction to Field and Central Intake Drivers, dispatchers, and other assigned staff.
   • Run shift huddles and assign responsibilities based on operational needs.
   • De-escalate client conflicts or staff concerns on-site or via phone support.
   • Monitor attendance, punctuality, and professionalism across staff.
3. Client Experience & Safety
   • Ensure that clients are treated with dignity and respect throughout their intake and transport.
   • Respond to critical incidents involving clients, and follow emergency or escalation protocols.
   • Coordinate access to basic needs (e.g., water, hygiene kits, weather supplies) during shift.
   • Support enforcement of safety, confidentiality, and trauma-informed care standards.
4. Data Quality & Documentation
   • Ensure accurate entry of intake and transportation data in The Grove and DFSS One System.
   • Review shift logs, transportation records, and incident reports for accuracy and completeness.
   • Track shelter occupancy, staff deployment, and other performance metrics for reporting.
   • Submit required shift summaries to program leadership.
5. Facilities & Logistics
   • Monitor facility needs (cleanliness, supply stock, tech issues) during shift and address as needed.
   • Ensure vehicles are assigned, returned, and checked properly during each shift.
   • Coordinate with security, janitorial, and maintenance staff as appropriate.
6. Communication & Coordination
   • Maintain clear and timely communication with leadership, DFSS dispatch, and partner shelters.
   • Respond to urgent requests or after-hours updates as needed.
   • Participate in weekly team meetings and shift supervisor huddles.

Qualifications

• 3+ years of experience in homeless services, shelter, outreach, or residential programs.
• 1+ years in a supervisory or team lead role, preferably in a 24/7 or crisis response environment.
• Strong working knowledge of field-based operations, mobile response logistics, or shelter intake.
• Proficient in use of mobile dispatch systems, data entry platforms (e.g., The Grove), and Microsoft Office.
• Strong crisis management, de-escalation, and conflict resolution skills.
• Ability to multitask in a fast-paced environment and adapt to changing priorities.
• Excellent verbal and written communication skills.
• Valid IL Driver’s License preferred.
• Bachelor’s degree in human services, social work, or related field preferred.
• Successful background check and required health clearances required.
• Bilingual English/Spanish a plus.