POSITION: Shift Supervisor, Navigation HUB
PROGRAM/LOCATION: Navigation HUB, San Jose
SHIFT: Day/Swing
SUPERVISOR: Navigation HUB, Program Manager
STATUS: Full Time/Non-exempt
COMPENSATION: $36.99/Hourly
ABOUT HOMEFIRST
Established in 1980, HomeFirst™ is a nonprofit organization passionately working to end homelessness. We serve the Bay Area community through low-barrier programming and systems leadership – meeting each person where they are by offering support and resources that address immediate and long-term housing needs. With nearly 45 years of experience, we view housing as a fundamental human right and understand that solving homelessness requires a collaborative effort.
POSITION OVERVIEW
The Navigation Hub is a low-barrier, non-congregate, tent-based shelter site that will function as a triage location for single adults and couples over the age of 18. The Hub will be an initial service location when households are or will be relocated from encampments near City of San José waterways and neighborhoods before referral to other locations in the shelter system. The Hub will have low-barrier entrance and operate from a Housing First perspective, using trauma-informed Harm Reduction Principles that prioritize reduced harm from substance use over sobriety enforcement.
The Navigation HUB consists of 48 regular and 8 ADA-accessible tents in a fenced setting where participants can access basic needs services including food, water, and showers, and case management services. The Navigation HUB will offer a variety of supportive services, community engagement and direct contributions to help each participant achieve stable housing. Sites will be fully staffed and operate seven days per week, 24 hours per day with on-site security services.
The Shift Supervisor is responsible for the overall day-to-day operations and supervision of Resident Advocates. They ensure program compliance and service delivery standards are met while fostering a safe and welcoming environment.
REPORTING RELATIONSHIPS
This role reports to the Program Manager.
PRIMARY RESPONSIBILITIES
Direct Client Service (90%)
- Works collaboratively with Program Manager to ensure service delivery standards are met
- Responsible for the care, safety, and supervision of program participants, guests, and staff
- Implement and enforce Navigation HUB guidelines and Navigation HUB site rules by program participants
- Assist with administrative duties to support the Program Manager, including screening applications, preparing reports, creating schedules, and securing staff coverage as needed
- Assist with interviewing, recruiting, and training staff
- Ensure the minimum staffing requirements per shift are met
- Participate in staff progressive discipline, including the development of Corrective Action Plans
- Ensure incident reports are accurate and completed promptly
- Welcome guests to the facility, including program participants, volunteers, staff, and community members
- Ensure Resident Advocates document all services provided into HMIS within three business days
- Provide supervision, job coaching, and support to staff
- Meet with each staff individually regularly
- Ensure rooms are booked and cleaned for workshop providers
- Make timely and appropriate decisions in emergencies, including awareness of the need for the safety of all participants involved, mandated reporting, and contacting relevant staff/responding agencies
- Supervise workshops for participants on site to include topics such as financial literacy, tenant rights and mediation, resume building, job search, credit repair, etc.
- Respond to guest crises using de-escalation and Mental Health First Aid techniques as applicable
- Adhere to HomeFirst’s service delivery practices, including Trauma Informed Care, client-centered practice, and Crisis Prevention Intervention model
- Complete and submit Incident Reports, Behavioral Contracts, and Gross Violations as needed
- Ensure clothing, linens, toiletries, and other program supplies are in stock and accessible
- Create a tent inspection schedule and follow up an inspection schedule
- Support with the treatment of participants' property before Move-In
- Supervise general site clean-up, reporting any maintenance or janitorial needs to appropriate contact, ensure after-hours emergency work is completed
- Ensure tent, facility, and perimeter checks are completed
- Ensure set-up and break-down for any special events or activities
- Complete and file all paperwork promptly
- Maintain professional conduct, attitude, and appearance
- Communicate to and delegate tasks to the next shift Supervisor or Manager
- Maintain confidentiality regarding clients, personnel, and other internal agency affairs
- Conduct business according to the employee handbook, exercising judgment and serving the best interests of the agency and community
- Maintain compliance with agency/Navigation HUB site policies and procedures
- Provide socialization skills- empathetic listening, problem-solving, information and referral, mediation, crisis intervention
- Committed to treating each Navigation HUB participant with respect and dignity
- Demonstrated conflict resolution skills
General (10%)
- Represent HomeFirst and the program appropriately to volunteers, donors, outside agencies, and the public
- Assist with office-related tasks as needed
- Attend all mandatory meetings, workshops, and training
- Perform other general duties as assigned
- Skills, Abilities, and Knowledge
- Proven ability to develop client service or housing plans
- Ability to work with people of diverse social backgrounds; strong interpersonal skills
- Strong written and oral communication skills
- Working knowledge of Microsoft applications, email, and the internet, and able to learn data entry using web-based database systems
- High level of flexibility and ability to prioritize appropriately
- Work effectively within a team
- Strong sense of accountability
- Strong customer service skills
- Ability to multitask efficiently
- Advocacy and case management skills
- Knowledge of local social service resources/providers
- Effective problem-solving skills
- Demonstrate strong leadership skills
- Excellent organizational skills and ability to complete tasks
- Reliable; excellent punctuality and attendance for scheduled work shifts
- Ability to work flexible hours, especially nights, weekends, and overnights. Must be available by telephone, on-call, and as needed during the employee’s scheduled availability
- Able to take the initiative and work independently and productively with minimal supervision
- Ability to meet deadlines and complete multiple tasks in a timely manner
- Ability to maintain professional conduct, attitude, and appearance at all times
- Must be able to work under pressure, handle stressful situations, and maintain flexibility
Other
- Ability to regularly lift up to 30 lbs.
- Sensitivity to the needs of unhoused individuals and families
- Desire to continually develop skills and increase knowledge
BENEFITS
HomeFirst provides comprehensive benefits, including 100% employer-paid medical, dental, and vision coverage and additional wellness options like chiropractic care, mental health support, pet insurance, and an Employee Assistance Program. We offer a 401(k)-retirement plan with generous matching, life and disability insurance, flexible spending accounts, commuter benefits, and workers’ compensation. Employees enjoy 12 holidays, sick leave, and PTO starting at 15 days annually, increasing with tenure, plus 4 hours of civic engagement leave annually to volunteer.
ORGANIZATIONAL EQUITY STATEMENT
At HomeFirst, diversity, equity, and inclusion guide our services, workplace, and decisions. Recognizing housing as a social justice issue, we prioritize equitable practices, honor lived experiences and uphold dignity for all. By fostering belonging, accountability, and continuous improvement, we embed DEI values in our processes, recruitment, and leadership, striving for excellence at every level.
HomeFirst is proud to be an Equal Opportunity and Affirmative Action employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other status protected by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state, and local law. Additionally, HomeFirst participates in the E-Verify program, as required by law.
HomeFirst is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application process. If you need assistance or accommodation due to a disability, please let your recruiter know.
