Operations Lead Assistant-11-145-SC/ Anaheim Emergency Shelter

Mission Statement

The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

Position Summary

The Lead Assistant is responsible for helping transform the lives of guests by ensuring guest guidelines and expectations are being met, policies and procedures are being enforced, and the site is being maintained clean and hazard free. The Lead Assistant provides guidance and supports the front-line staff as it relates to assigning daily duties, prioritizing site tasks, delegating specialized assignments to ensure site operations are being met. The Lead Assistant participates and assists in the training and development of the Ambassador new hires. The Lead Assistant is the Ambassadors point of contact when the Operations Lead is not present. The Lead Assistant will work on Operations Lead’s off days to ensure Operations Leads directives are followed and support is provided by completing data entry, providing front desk coverage, performing routine walks around the campus to ensure staff and guests are supported, disseminates site operations information to guests, answers guests’ questions, addresses guests’ concerns/complaints, acts as first responder to Ambassador crisis calls over the walkie talkie, as needed The Lead Assistant will be supervised and work closely with the Operations Lead on implementing site policies, procedures, and internal processes. The Lead Assistant must fully embrace the ministry and mission of The Salvation Army, accept its Christian principles and values, and protect and enhance the image of The Salvation Army to the public. As well as, perform other assigned duties as directed.

Essential Functions

Well-being of Guests

• Will implement a trauma informed, harm reduction, low barriers, strength-based approach with guests.
• Will implement de-escalation communication strategies with guests displaying disruptive behavior and to resolve conflict in crisis situations.
• Will implement established protocols and procedures to respond to crisis.
• Will report on-site incidents to corresponding entities internal and/or external.

Security of Guests and Facility

• Will ensure routine inspection of doors, gates and perimeter are done and needed repairs are reported to facilities in a timely manner and will track completion in order to communicate to front-line staff existing hazards.
• Will cultivate and maintain collaborative communication with security staff as it relates to coming and goings of guests, unexpected site guests, vendor arrivals, guests holds at gates, and guest exits/no longer allowed on-site.

Site Cleanliness

• Ensure daily cleaning routines are implemented by Ambassador staff.
• Help maintain grounds by ensure daily trash is picked up and trash is emptied.
• Will ensure that scheduled walk throughs of site bathrooms, showers and shared spaces are conducted and logged.
• Schedule and conduct regular bungalow inspections and notify guests of any violations and findings.

Front Desk

• Create a welcoming environment by providing front desk coverage and front desk tasks.
• Ensure front desk is organized, clean and presentable.
• Maintain guests’ forms updated and in-stock.
• Updating the bed sheet.
• Complete required data entry on Salvation Army software.
• Enter guests’ case notes for services provided ( request for services).
• Prepare and disseminate daily EOS reports using approved template of information to be reported.
• Monitor, track and organize hygiene, bedding, and other supply needs.

Ambassador Development

• Assist in Ambassador training.
• Train and coach ambassadors to ensure they are being supported in carrying out their job functions.
• Facilitate daily huddles with assigned shift.
• Cultivate and maintain open communication with staff to ensure competency of protocols, procedures, and internal processes.

Recommended Core Competencies

Analytical – Synthesize complex or diverse information; conduct research, draw conclusions, and report outcomes; Develop workflow policies and procedures.

Strategic Thinking - Develop strategies to achieve organizational goals; adapt strategy to address constant change and conditions.

Problem Solving – Identify & resolve problems in a timely manner; gather and analyze information skillfully and develop solutions.

Oral Communication - Speak professionally, clearly, and persuasively in a variety of potentially challenging situations; seek clarification and respond appropriately to questions.

Written Communication - Write clearly and informatively; edit work for spelling and grammar; Present numerical data accurately; Read and interpret written information.

Teamwork – Balance team and individual responsibilities; Build a positive team spirit, morale, and group commitment to established goals, core values and objectives.

Working Conditions

Ability to walk, stand, bend, squat, climb, kneel and twist on an intermittent or sometimes continuous basis. Ability to grasp, push, pull objects such as files, file cabinet drawers, and reach overhead. Ability to operate computer, fax, and telephone. Ability to lift up to 40 lbs. Ability to work out-of-doors 50% of the time.

Minimum Qualifications

• High School Graduate or GED.
• 1-3-year work experience with homeless population.
• If in recovery, must have a sobriety minimum of five (5) years.
• Experience in or basic knowledge of mental health, homelessness and/or addictions fields (preferred).
• Experience as a Team Lead in some capacity preferred.
• Criminal background check is required.
• CPR and First Aid certification a must within 30 days of start date.

Skills, Knowledge & Abilities

• Bilingual/Bi-literate English/Spanish preferred.
• Must have ability to communicate effectively and remain positively engaged with co-workers, residents, volunteers, vendors.
• Must model professionalism and be able to appropriately respond in a supportive manner to residents and co-workers when asked questions or addressing concerns/issues.
• Ability to exercise sound judgment in carrying out assignments independently.
• Good time management and organization skills.
• Good follow through.
• Good oral and written communication skills.
• Strong sense of workplace ethics and understanding of confidentiality protocols.
• Ability to answer telephone, greet visitors, and interact with residents and other staff members in a courteous, professional, respectful manner.
• Ability to effectively use office equipment (fax, scanner, copier, printer).
• Flexible availability must be able to work any shift and/or assigned schedule.
• Able to function in a fast-paced, frequently changing environment and be adaptable.
• Must be able to implement trauma informed care communication strategies when resolving conflict to not re-traumatize residents with your interactions.
• Computer literate; effectively use computerized database for resident file management, with basic skills in Microsoft Office: Microsoft Word, PowerPoint, Excel, and Outlook email.