Position Summary: The Lead Resident Advocate is an essential staff position primarily responsible for providing day to day supervision to the 24/7 Residential staff positions related to the physical staffing of the building and continuity of service to the participants in the Residential Programs. This position is responsible for overseeing shift coverage, training of Resident Advocates, delivery of participant services, accurate and timely documentation, and volunteer support. Residential Residents are traumatized both by the intimate partner violence they experienced, and the sudden experience of homelessness. Families may also have unrelated trauma experiences from their lives. The Lead Resident Advocate works closely with the Residential House Lead to ensure the Residential Program is welcoming and comfortable. As such, Leads must have a firm understanding of trauma, the effects of trauma, engaging traumatized people, and must be comfortable working in a Voluntary Services program model. Both Leads together are responsible for on call coverage of shifts as emergencies dictate, and schedules may shift over time to accommodate the needs of the program.
Primary Responsibilities:
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In conjunction with the Residential Services Manager, direct, manage, oversee and hire Resident Advocate staff; oversee and coordinate work allocation, training, supervision, and performance evaluation of the staff and ensure that all work related to customer service and daily Residential operations is timely, accurate, and effective.
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Work closely with the Residential Services Manager to provide content for and execute training of all new and current Resident Advocates on resident engagement, supportive listening, crisis intervention, trauma informed practice, and intimate partner violence knowledge skills.
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Act as a mentor to new staff, answering questions and facilitating relationships within and outside of the agency.
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Establish and modify staff schedules as necessary to ensure 24/7 Residential coverage.
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Actively oversee the ETO data entry efforts of staff; ensuring staff have the skills to utilize the software’s capabilities and putting processes in place to ensure consistent, timely, accurate, and quality entries.
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Coordinate among staff and Residential Supervisors the collection of daily, weekly and monthly data information such as enrolling participants in ETO, creation of households, measuring success outcome data, managing referrals to internal HRM programs, transportation logs, and other key data indicators. Assists in preparing reports and compiling statistics as necessary.
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Provide primary leadership support of special events and volunteers in the building. Work with Residential Services Manager to recruit and train new volunteers to program.
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Ensure that program participant documents related to the successful running of the program are accurate, available, and up to date. Monitor resource materials to ensure they are accurate and current.
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As backup to co-lead, welcome new program participants, complete paperwork, and orient to building.
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Answer 24 hour hotline as back up to Contact Center.
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Screens and accepts new residents into the Emergency Residential program.
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Complete leases with all new program participants.
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Acts as liaison to internal HRM departments and visitors to the building, ensuring warm and professional greetings, adherence to visitor and safety protocols, and excellent customer service. Provide feedback to stakeholders as needed about concerns to be addressed and excellent interactions.
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Respond to building mechanical emergencies and security threats to manage any immediate crisis and involve appropriate staff as necessary.
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Rotate on call duties among Residential Leadership, making decisions relative to emergent situations, and providing holiday and relief coverage as needed.
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Other duties as assigned.