The Assistant Manager of Homeless Services supervises and oversees Goodwill Northern Michigan’s Outreach team and their outputs. This involves providing day-to-day staff supervision, taking the lead on staff training, ensuring clients’ homelessness experiences end as quickly as possible, and serving as a conduit between those experiencing homelessness, staff, and other agencies. This position will also create and foster an environment compatible to encouraging and assisting people experiencing homelessness on the street and promote an environment for staff to engage in navigation services. This position will require both direct client service and interaction, as well as overseeing staff.

Essential Functions:

1. Guide and Coach Outreach workers to meet community needs.
2. Ensure all referrals are handled appropriately.
3. Ensure timely completion of documentation and reporting.
4. Ensure quality outreach programming occurs.
5. Assist with direct client service when needed.

Primary Responsibilities:

1. Support the mission and vision of Goodwill Industries of Northern Michigan.
2. Perform work in a safe manner by observing all Goodwill safety policies and procedures.
3. Interact with all Goodwill team members, clients, and customers in a professional manner.
4. Respect the diversity of others, including but not limited to, those with cultural, ethnic, and gender differences, individuals experiencing homelessness, and persons with visible and non-visible disabilities.
5. Provide a safe, dignified, and respectful environment for all persons served.
6. Ensure the confidentiality of all persons served.
7. Ensure staff are trained and/or onboarded adequately and that staff have all resources and knowledge needed to complete job responsibilities.
8. Supervise all Outreach/Housing Navigators; assist with hiring, management, and termination of Outreach employees.
9. Evaluate the work of staff to ensure appropriate program quality and that resources are used effectively.
10. Ensure timely response to incoming Outreach referrals.
11. Participate in and/or lead weekly and monthly meetings (Outreach Check Ins, Team Meetings, Case Review Meetings, etc.).
12. Review timesheets for accuracy, correct and approve timesheets weekly.
13. Complete client-related data tracking systems, including case notes and complete HMIS entries, maintaining a 95% Data Quality standard on all HMIS entries.
14. Collaborate with Housing & Homeless Services staff to ensure Outreach Scorecards are completed quarterly.
15. Oversee recruiting and hiring for Adult, Family, and Youth/Young Adult Outreach Workers.
16. Facilitate and Oversee move-ins when necessary.
17. Work with other staff to ensure consistent and efficient program delivery is occurring in the department.
18. Attend and actively participate in community meetings of interest to the needs of clients and Goodwill.
19. Continually seek ways to improve program practices, policies, and procedures.
20. Adhere to all Goodwill Northern Michigan and Goodwill Housing Department policies and procedures.
21. Grant writing and reporting as assigned.
22. Other duties as assigned by manager.

Reports to: Homeless Services Manager

Supervises: Outreach and Navigation Workers, and Interns as assigned.

Education, Licenses, Certifications and Experience:

1. Bachelor’s Degree in Social Work or other Human Services field preferred; or equivalent combination of education and experience.
2. Licensed social worker preferred.
3. 2+ years related experience with case management services, housing, and homeless populations preferred.
4. Valid Driver’s License with clean, safe driving record.
5. Chauffeur’s License, or ability obtain within 30 days.
6. Previous experience working with the populations experiencing homelessness preferred.

Knowledge, Skills and Abilities:

1. Familiarity with local human service providers and other community resources and agencies.
2. Effective communications skills, both verbal and written, as well as active listening.
3. Computer skills and experience, with proficiency in online data management systems.
4. Ability to engage, build trust and rapport with difficult to serve and/or resistant populations.
5. Flexibility, creativity, motivation, and problem-solving skills in serving the client/tenant/guest populations and ability to train/teach others.
6. Ability to effectively balance and prioritize multiple/competing client needs and other responsibilities.
7. Ability to work with diverse communities and exercise mature judgment.
8. Highly motivated self-starter and ability to prioritize and coordinate multiple projects/tasks simultaneously in a high-pressure environment.
9. Demonstrate an ability to work independently and/or as part of a team.
10. Strong Problem solving and conflict de-escalation/resolution skills.
11. Knowledge of and sensitivity to persons with disabilities or who are disadvantaged.
12. Knowledge of and sensitivity to persons with substance abuse disorders and mental illness.
13. Knowledge of and sensitivity to persons who are survivors of domestic violence.
14. 14. Previous experience working with the homeless population is preferred

Physical Requirements:

1. Standing, lifting, carrying, pushing, bending, kneeling, reaching, walking, walking on uneven surfaces, hearing, seeing, twisting, turning and repetitive movement.
2. Ability to do medium lifting, 20-30 pounds, and occasional heavy lifting.
3. Work environment sometimes steady with occasional high stress and occasional short deadlines.
4. Able to work out of doors in a variety of weather conditions and terrain.
5. This position is considered a Safety Sensitive position and is subject to zero tolerance under the Goodwill Industries of Northern Michigan Drug Free Workplace Policy.