Shelter Supervisor at Franciscan Outreach – Chicago, Illinois

Organizational Summary
Franciscan Outreach is a leading provider of homeless services in Chicago, operating emergency shelters and supportive programs designed to meet immediate needs while promoting stability and dignity. The organization is grounded in principles of harm reduction, trauma-informed care, and Housing First, and is committed to providing safe, respectful, and responsive services to individuals experiencing homelessness.

Position Description
The Shelter Support Staff Supervisor is an essential frontline leadership position responsible for the supervision, coordination, and oversight of daily shelter operations and shelter support staff. This role ensures a safe, secure, clean, and well-functioning shelter environment for guests, staff, volunteers, and visitors while maintaining compliance with shelter policies, procedures, and operational standards.

The Supervisor provides shift-level operational leadership, serves as the primary decision-maker in the absence of management, and acts as a key liaison between shelter support staff and the Shelter Manager. While this role does not carry full managerial authority, it exercises independent judgment, staff oversight, and accountability to ensure consistent service delivery and operational continuity. Hours vary based on shelter needs.

Essential Duties & Responsibilities
• Supervision & Staff Accountability
• Provide direct, on-shift supervision of shelter support staff
• Assign, monitor, and evaluate staff duties to ensure timely and accurate completion
• Conduct regular check-ins, coaching conversations, and provide performance feedback
• Address performance concerns through guidance, corrective feedback, and documentation as appropriate
• Ensure shelter support staff adhere to shelter policies, rules, and safety procedures
• Serve as the primary escalation point for staff questions, guest issues, and operational concerns during assigned shifts
• Model trauma-informed, harm-reduction, and de-escalation practices

Shelter Operations & Facility Oversight
• Oversee daily shelter operations to ensure cleanliness, organization, safety, and security
• Ensure all interior and exterior areas, including restrooms, meet sanitation and safety standards
• Monitor shelter capacity, bed counts, guest attendance, and sign-in procedures
• Maintain and communicate the daily schedule of shelter activities
• Conduct and oversee routine security checks of the facility and surrounding property
• Identify facility, safety, or equipment concerns and report them promptly to appropriate personnel

Guest Services & Safety
• Monitor guest activities to ensure the safety and well-being of guests, staff, volunteers, and visitors
• Support guests in understanding and complying with shelter routines, expectations, and community standards
• Provide crisis intervention as needed, including assessing risk and determining when to involve management, emergency responders, or authorities
• Ensure guests are treated with dignity, respect, and cultural sensitivity
• Communicate guest-related incidents, behavioral concerns, or safety risks to shelter management promptly

Administrative & Documentation Responsibilities
• Complete, review, and ensure accuracy of daily logs, incident reports, Narcan reports, and other required documentation
• Ensure shelter support staff complete documentation correctly and on time
• Review TEAMs, incident reports, and communication logs to remain informed of prior shift activity
• Perform general administrative duties, including answering phones, responding to inquiries, and maintaining communication logs
• Coordination, Communication & Program Support
• Meet regularly with the Site Director (Shelter Manager) to review shelter operations, staffing concerns, and emerging issues
• Support the Site Director (Shelter Manager) with initial information gathering and documentation related to grievances and complaints
• Maintain professional working relationships with service providers, volunteers, staff, and community partners
• Collaborate with volunteers during shifts, providing direction and support as needed
• Facilitate community meetings with guests and staff to promote communication, accountability, and engagement

Intake & Coverage Responsibilities
• Complete guest intakes as needed, including receiving and orienting new guests, verifying homelessness status, completing intake paperwork, and entering data into HMIS
• Ensure accurate and complete client files are created and maintained
• Provide guests with information and referrals to appropriate case managers and services
• Participate in required program, department, and organizational meetings and trainings
• Perform other duties as assigned to support shelter operations

Skills Needed
• Proven ability to lead, supervise, and support frontline staff
• Strong judgment and decision-making skills in operational and crises
• Ability to establish and maintain professional boundaries with staff and guests
• Ability to work effectively in a fast-paced, high-stress environment
• Ability to work with diverse populations with cultural humility and sensitivity
• Strong organizational skills and ability to manage competing priorities
• Ability to coach, motivate, and hold staff accountable
• Effective conflict resolution and de-escalation skills
• Strong verbal and written communication skills
• Proficiency in Microsoft Outlook, Word, Excel, and HMIS or similar databases
• Ability to accurately document incidents, observations, and staff performance
• Physical ability to lift to 25 pounds and perform required physical tasks

Qualifications
• High school diploma or GED required
• Food Manager Certification required or ability to obtain and maintain certification
• Basic computer proficiency, including Windows Office Suite
• First Aid/CPR certification may be required
• Overdose prevention and Naloxone administration certification may be required
• General knowledge of substance use and mental health disorders
• Familiarity with Housing First, Trauma-Informed Care, and Harm Reduction principles
• Previous experience in a shelter, social services, or supervisory role strongly preferred
• Valid Driver’s License and clean driving record a plus

Additional Requirements
All staff are expected to abide by the policies of Franciscan Outreach, including ethics, confidentiality, dual relationships, honesty, and integrity. Staff must act in good faith and in alignment with the mission and values of Franciscan Outreach and demonstrate a commitment to serving guests while fostering a positive, respectful, and inclusive environment.