ASSISTANT MANAGER RESIDENTIAL SERVICES

JOB Summary:

The Assistant Manager of Residential Services plays a crucial role in supporting the Residential Services Manager in the day-to-day operations of our client dormitories. This role is essential in ensuring the safety, security, and well-being of our residents. It requires shift supervision in the absence of the Manager, oversee daily operations, conduct regular dormitory rounds, and enforce policies related to visitors, guests, and incoming items. Coordination with the Programs team to provide leave passes and address residents' needs will be a key part of your responsibilities.

Key Duties and Responsibilities

• Supervise daily operations of the client dormitories, ensuring a safe and secure environment for all residents.
• Conduct regular rounds of the dormitories to monitor compliance with safety and security policies.
• Enforce policies regarding visitors, guests, and the inspection of bags entering the facility, to maintain the integrity of the residential area.
• Coordinate with the Programs team to provide leave passes, ensuring a seamless integration of residential and programmatic services.
• Supervise shifts in the absence of the Residential Services Manager, taking full responsibility for the residential services during these times.
• Address and resolve resident concerns and issues promptly, ensuring a high level of resident satisfaction.
• Collaborate with other departments to enhance the quality of life for residents and to ensure the effective operation of The Midnight Mission.
• Participate in training and development opportunities to stay informed about best practices in residential services management.
• Provide direct service to the residents including the facilitation of transportation as well as crisis de-escalation, and inter-personal conflict resolution.
• Develop and maintain relationships with residents, staff and local service providers and participate in community meetings.
• Other duties as assigned to support the mission of the organization.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

• Problem Solving and critical thinking ability
• Cultural Humility
• Communication Proficiency
• Active Listening
• Flexibility
• Teamwork
• Conflict management
• Costumer service
• Professional boundaries and self-awareness
• Time Management and ability to prioritize tasks
• Oversight of dormitory security
• DORMITORY ENTRANCE MONITORING: Monitor and authorize entrance and departure of employees, participants, visitors, guests, and other persons to guard against theft and maintain security of premises.
• BAG & PERSON SCREENING: Search all participants’ person and belongings being brought into the dormitory each time a participant enters. This is a critical step in ensuring the safety and security of everyone. It is important to treat every participant with equal dignity and professionalism every time they are screened.
• Patrol premises to prevent and detect signs of intrusion and ensure security of doors, windows, and gates, etc. walking the dormitories and making reports as needed.
• SHELTER SAFETY:
• While patrolling observe dormitories to ensure safe operations; report any spills, unsafe working conditions, or defective equipment.
• Know location of fire exits, be prepared to assist participants in case of any emergency.
• Monitor clients and conduct room checks; maintain records of client compliance of program rules, report to clinical/case management staff, assist clinical/case management staff as required.
• Call police or fire department in cases of emergency, such as fire or presence of unauthorized clients/persons.
• ACT AS A ROLE MODEL FOR PARTICIPANTS AT ALL TIMES. Learn, understand, and practice the professionalism expected – Put clients’/participants’ needs first.
• Inputs required data to computer systems and logs
• Other duties that may arise to support program goals.

Qualifications

EDUCATION:

• High School diploma or GED

EXPERIENCE:

• 2 years of related experience in a mental health or substance abuse treatment setting, or another group residential program.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of quality incident reporting standards, early grievance intervention, and crisis protocol.
• Ability to implement crisis interventions, de-escalation, and motivational interviewing methods to support client care/staff safety.
• Ability to perform under circumstances of possible emotional stress and conflict, including dealing with un-cooperative clients.
• Must be able to work flexible schedule (evenings and weekends required)
• Ability to perform the essential job functions consistent safely and successfully with the ADA, FMLA, and other federal, state, and local standards, with or without reasonable accommodation, including meeting qualitative and quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with ADA, FMLA, and other federal, state, and local standards.
• Patient, able to be a calming influence in stressful situations.
• Build rapport with those encountered in all aspects of the workday.
• Build trust, act trustworthy.
• Follow instructions and TMM procedures.
• Apply principles of professional boundaries and ethics to on-the-job situations.
• Able to de-escalate threatening/volatile situations with clients, or in the workplace.
• Basic Microsoft operating system skills: Outlook, Office, Word, Excel.

PREFERRED QUALIFICATIONS:

• Experience in a group residential setting is preferred.
• Experience serving the homeless is preferred.
• Database familiarity

OR

Any combination of academic education, professional training or work experience which demonstrates the ability to perform the duties of the position