Veteran Services Supervisor - Overnight

New England Center and Home for Veterans; Boston (MA); On-site; USD 28,000 - 39,000; Full time

Job summary

New England Center and Home for Veterans in Boston is seeking an Overnight Veteran Services Supervisor to manage Veteran Service Representatives and Coordinators (Dining, Logistics, Vehicles). You will coordinate schedules, coach staff, and ensure a safe environment for residents, veterans, volunteers, staff and visitors.

The role requires strong leadership, exceptional communication, and a commitment to the Center’s mission, with essential personnel status and potential weather/emergency duties.

Qualifications

• Self-motivated leader capable of fast-paced environments.
• Excellent interpersonal, written and verbal communication skills.
• Strong analytical and investigative abilities to resolve veteran conflicts.
• Customer service experience required.
• CPR certification and CPI training preferred.

Responsibilities

• Lead and mentor Veteran Services personnel.
• Monitor, assess, and document staff performance.
• Serve as concierge for veteran complaints and issues; seek solutions.
• Coordinate staffing schedules to meet all shift commitments.
• Ensure a safe, confidential environment for veteran residents.
• Oversee onboarding and training of new employees.
• Coordinate transportation as requested and required.
• Document incidents and ensure proper safety protocols.

Skills

Self-motivated leader

Interpersonal skills

Analytical skills

Customer service

CPR certified

Education

High School Diploma or Equivalency

Job description

Job Details

Job Location: NECHV - Boston, MA 02108

Position Type: Full Time

Salary Range: $24.00 - $24.00 Hourly

Position Title: Overnight Veteran Services Supervisor

Schedule: Friday: 11p-7a, Saturday & Sunday: 7p-7a, Monday: 11p-7a

Job Summary

The Veteran Services Supervisor reports directly to the Director of Operations and is responsible for the management of Veteran Service Representatives and Coordinators (Dining, Logistics, Vehicles) as they perform daily assignments and tasks. The Supervisor must have the ability to communicate effectively with all other departments, providing services to Veterans, Volunteers, Employees and Visitors to the Center. This position works to ensure standardization in processes and procedures in support of the safety and security of Center staff, Veteran residents, and Visitors. The Supervisor is expected to provide coaching and feedback as well as on-going training for Veteran Services Employees as well as keeping Director of Operations and Vice President of Operations and Facilities informed of all pertinent occurrences. This position is considered Essential Personnel and may be required to work during times of inclement weather and emergencies.

Job Responsibilities

• Understand, support, and promote the Mission of the Center and Veteran Services Department.
• Lead, direct, and mentor Veteran Services Personnel.
• Monitor, assess, document, and review job performance with employees.
• Serve as concierge for Veteran complaints and issues and seek solutions.
• Support a team focused on continuous improvement.
• Coordinate and disseminate schedules to ensure appropriate staffing availability to meet all shift commitments.
• Ensure a safe, secure environment which allows for the privacy, dignity and well-being of Veteran Residents.
• In tandem with the Director of Operations, ensure the onboarding and training of new employees.
• Coordinate transportation as requested and required.
• Document, attend, and supervise medical, fire or police incidents and events; provide emergent mediation as required.
• Initiate daily bed checks and census, as appropriate.
• Assist in maintaining order and cleanliness of the transitional housing areas and the general facility.
• Properly document all administrative information and ensure the highest standard of Veteran confidentiality is maintained.
• Enforce all safety regulations and immediately address any safety hazards.
• Keep the Director of Operations informed of all pertinent occurrences.
• Ensure safety, fire and security tours are performed on a regular basis.
• Attend to the needs of all those who frequent or telephone the Center, a model of "Respect, Excellence, Partnership"
• Other duties, as assigned.

QualificationsRequired Qualifications

• Self-motivated leader with the ability to function in a fast-paced environment without supervision.
• Able to handle multiple complex tasks and priorities.
• Excellent interpersonal skills (oral, written and presentation) needed to interact with all levels of internal personnel and external entities including management, visitors, employees and Veterans.
• Strong analytical and investigative skills and being able to resolve Veteran conflicts.
• High School Diploma or Equivalency.
• CPR certified and CPI training are preferred.
• Customer service experience required.

Essential Functions

• Basic computer skills, including email and familiarity with internet.
• Dedicated team player and comfortable working in an open, highly collaborative, diverse environment with the willingness and desire to learn and grow within the organization.
• Committed to a strong customer service philosophy.
• Operate a combination radio and cellular telephone.
• Navigate ten flights of stairs.
• Lift or push weights up to fifty pounds.