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Front Line Supervisor

4 months ago

Vancouver, Canada Vancouver Native Housing Society Full time

**WHO ARE WE?**

Vancouver Native Housing Society (VNHS) has been in operation since 1984 with the mandate of providing culturally appropriate housing so that tenants have a sense of belonging with supports in place for harm reduction. While the core function of VNHS is in providing housing, there is acknowledgement that many of the tenants have endured intergenerational trauma. Residents have been disenfranchised from their communities and so in addition to housing, VNHS has the responsibility of creating a safe community by connecting residents with community service supports as well as access to cultural opportunities.

VNHS takes the approach that it has been tasked as a custodian of the lands and buildings, rather than a landlord. Tenants did not choose the leadership of VNHS, and it is therefore up to the organization to earn the trust and respect of the tenants. This is achieved by running an efficient and socially responsible organization.

**JOB GOAL**:
Reporting to the Manager of Resident Support Services, the Front-Line Supervisor oversees the
Front-Line Social Support team members in monitoring the general well-being of the Supportive
Housing tenants, and in maintaining the safety and security of the buildings. Furthermore, this position helps to inform and shape tenant management initiatives and oversees the implementation of policies and procedures for frontline staff. This position requires the ability to address day-to-day issues that occur when working with marginalized and at-risk populations.
The Front-Line Supervisor is responsible for ensuring cohesion through the promotion of a respectful and supportive environment for all residents, staff and visitors.

**PERFORMANCE RESPONSIBILITIES**:
In the performance of these responsibilities, the Front-Line Supervisor is accountable for:

- Ensuring that VNHS is providing a safe environment by performing duties such as: reporting unsafe conditions and/or behaviours, dealing with emergencies in accordance with guidelines, and reporting incidents to appropriate staff or authorities.
- Overseeing training, scheduling, and coaching of new FLSS; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; reviewing and recommending compensation adjustments; enforcing policies and procedures. a. Training and re-training staff on requirements of the FLSS position when needed

b. Ensuring mitigation of issues as they arise by determining an appropriate response, creating a plan and taking follow-through action to achieve positive outcomes. c. Training staff when new procedures are introduced. d. Providing ongoing supervision and leadership of FLSS staff
- Supervising FLSS staff to ensure the respect, safety and security of tenants, staff and visitors is maintained within the policies and philosophy of the supportive housing department and Vancouver Native Housing Society.
- Providing support, direction, and oversight to FLSS workers in areas such as: a. Overseeing the flow of residents and visitors by supervising the main entrance, ensuring visitors sign in/out, and that FLSS staff are aware of the destination of visitors. b. Ensuring building security and safety by making sure that FLSS staff are performing duties such as: conducting multiple building checks on all entrances and exits, storage spaces, parking, roof tops and amenity spaces.
- Working with the Manager of Resident Support Services, Tenant Relations Supervisor(s), and key leads in delivering the mandate of safe and affordable housing to vulnerable and marginalized populations.
- Liaising with Tenant Support staff in relation to observations regarding residents’ health and wellbeing
- Working with the FLSS team of to ensure tenant concerns are handled in a respectful manner.
- Documenting interactions with tenants and service providers, maintaining statistical data, and completing both individual and personnel files.
- Updating job knowledge by participating in educational opportunities; reading professional publications; participating in professional organizations and participating in training outlined by Supervisor and or Senior Management.
- Working with the Tenant Support Supervisor to schedule staff for the Supportive Housing buildings.
- Assisting the Tenant Support Supervisor to ensure policies and procedures are followed and work collaboratively with them to build and sustain cohesive teams.
- Work flexible hours, including evenings and weekends when required.
- Be accessible by phone in response to urgent needs.

**QUALIFICATIONS**:
**Education, Training & Experience**
- Post-Secondary Diploma or Degree, First Aid Training Certificate (Level 1), plus five (5) years of related experience or an equivalent combination of education, training, and experience.
- Minimum 3 yrs. supervisory experience.
- Eligibility to be bonded.
- Crisis Intervention, Narcan and Conflict Resolution Training an asset.

**Knowledge, Skills & Abilities**
- Ability to w