FLSA STATUS: Non-Exempt

Salary: $26.56 - $29.22 Per hour; 40 hours a week;

Schedule: Monday - Friday 6:30AM - 2:30PM

This position is considered an Essential Position.

The Guest Engagement Supervisor plays a key leadership role in creating a welcoming, safe, and engaging environment for guests. This position oversees Guest Engagement Liaisons and volunteers, ensuring high-quality service delivery across key access points including the Resource Desk, Front Desk, showers, phones, computers, and scanning services.

This role combines staff supervision, program coordination, and operational oversight, while modeling compassionate, trauma-informed engagement with guests.

Supervisory Responsibilities:

• Supervise, coach, and support Guest Engagement Liaisons and assigned volunteers 
• Lead hiring, onboarding, training, and performance management of staff 
• Provide regular supervision, feedback, and professional development support 
• Address performance concerns in alignment with agency policies

Essential Duties/Responsibilities:

• Foster a welcoming, respectful, and engaging environment for all guests 
• Model professional, trauma-informed interactions and maintain appropriate boundaries 
• Ensure consistent service delivery across all Guest Services areas 
• Support guests in accessing resources, information, and services
• Oversee daily operations of guest-facing services (front desk, resource desk, showers, phones, computers, scanning) 
• Develop and maintain policies, procedures, and workflows
• Ensure accurate use of the guest database for tracking services and engagement 
• Maintain organized, clean, and fully stocked service areas 
• Manage scheduling to ensure appropriate staffing coverage 
• Plan and coordinate workshops, groups, and engagement activities
• Collaborate with internal teams and external partners to deliver programming 
• Ensure activities reflect guests’ needs and stages of change Work closely with Community Engagement & Safety, Facilities, IT, and other departments 
• Partner with the Volunteer Services Coordinator to recruit and support volunteers 
• Maintain clear communication across teams to ensure smooth guest flow 
• Manage supplies, inventory, and purchasing within budget guidelines
• Coordinate vendor services (e.g., laundry/towel services) 
• Maintain positive relationships with donors and vendors 
• Approve staff timesheets and manage scheduling 
• Track budgets and expenses 
• Participate in leadership meetings and trainings 
• Perform additional duties as assigned

Required Skills/Abilities:

• Strong commitment to serving individuals experiencing homelessness 
• Ability to lead with empathy while maintaining structure and accountability 
• Excellent communication, interpersonal, and conflict-resolution skills 
• Strong organizational and time-management abilities 
• Ability to prioritize and adapt in a fast-paced environment 
• Demonstrated problem-solving and critical-thinking skills 
• Cultural humility and ability to build relationships across diverse backgrounds
• Proficiency in Microsoft Office and database systems

Education and Experience:

• High School Diploma or equivalent required 
• Associate’s or bachelor’s degree in human services or related field preferred 
• Minimum 2 years of experience working with vulnerable populations 
• Experience with trauma-informed, recovery-oriented, person-centered care 
• Experience working with individuals facing homelessness, mental health, and substance use challenges 
• Bilingual (Spanish) preferred 
• Lived experience with homelessness or recovery is a plus

Physical Requirements,Work hours, Equipment used:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift to 50 pounds at times.
• Prolong standing and moving throughout multi-level buildings.
• Constantly operate computers and other office machinery, such as a calculator, copy machine, computer printer, 2-way radio.
• Regular schedule is 8 hours per day, Monday-Friday between the hours of 6:30 am and 2:30 pm.
• Work hours may change based on the needs of the program/ department, and/ or agency.
• Weekend and holiday schedule hours may be required.

SFH is an Equal Employment Opportunity Employer is committed to a diverse and inclusive workforce where all staff can reach their fullest potential. We welcome – everyone who have lived experience of homelessness and/or recovery, and those who have faced historic barriers to competitive employment, in particular Black, Indigenous, and People of Color (BIPOC), and those who are multi-lingual or multi-cultural and members of the LGBTQ+ community.