Mission of Austin Street Center: Founded in 1983, Austin Street Center provides emergency shelter and meets the basic needs of the most vulnerable people experiencing homelessness in Dallas.
Core Values: Kindness, Trustworthiness, Empowerment, Determination
Position Purpose
The Manager is responsible for ensuring systems and processes for maximizing the safety and security of the Austin Street Center campus are maintained and performed with high quality in the absence of the Director of Security. This role will supervise weekend security staff and usually exercise sole supervisory capacity during the weekends.
In this and any position at Austin Street Center it is impossible to predict the many requests and assignments that can and will be made on an employee. Flexibility and a cooperative spirit are crucial characteristics of the person who holds this important position and for the successful operation of Austin Street Center services.
Departmental Expectations
- Attend regular one-on-one supervision meetings with direct supervisor.
- Participate actively in team, department, and all-staff meetings as scheduled.
- Assist in training new team members on the expectations and best practices of their daily work activities.
- Assist other teams and departments (Client Solutions, Advancement, etc.) as appropriate by request.
- Participate in the operation of inclement weather shelter operations and activities as appropriate by request.
- Provide coverage as requested on at least one agency holiday per year to ensure consistent 24/7 operation of critical services.
- Operate with a trauma-informed, housing first, and harm reduction mindset to assist people they serve through the stages of change to achieve recovery from homelessness.
- Operate with a trauma-informed perspective toward the client, rather than a demanding posture.
Team Member Expectations
Leadership, Management, and Accountability
- Assist the Director to recruit and hire qualified, best-fit applicants to work with the Austin Street team.
- Complete and document regularly scheduled individual supervision meetings for all direct reports.
- Ensure each team member fully understands the expectations of their position.
- Ensure contract security team members are appropriately trained and follow established procedures. Coordinate with Director to report lapses to the contract security company supervisors.
- Assist in facilitating team meetings upon request by crafting appropriate agendas, delivering content to teams, generating discussion and idea sharing, and following up with agreed-upon objectives.
- Monitor individual and team outputs and outcomes in performance scorecards on a regular basis.
- Hold team members accountable to excellent performance and behavior according to the Austin Street Center core values and Code of Ethics, ensuring established processes are documented and followed by all.
- When needed, perform duties of other leadership in their absence.
- Develop and maintain harmonious work relationships with leaders within and across department lines, ensuring direct and timely communication of work-related issues.
- ASC Leaders are expected to respond to work-related calls, texts, and e-mails outside of standard business hours if a response is required to maintain business operations.
Design, Document, and Execute Process
- Maintain security schedule and keep training on rounds, entry and exit monitoring, and crisis resolution updated with team members.
- Complete and/or verify completion of security rounds daily.
- Manage security processes during emergency shelter intake, including baggage screening and pat-downs.
- Supervise the baggage hold process, ensuring that all client belongings are treated with dignity and processes are communicated to the client and followed by team members.
- Document any security breaches and conduct team after-action reviews in a timely manner to identify areas for improvement. Recommend and conduct training for team members.
- Ensure all shifts are covered by trained staff or contractors.
- Ensure that community volunteers are trained and the relationship with them is stewarded to create a positive and warm relationship with Austin Street Center.
- Assist Director with administrative process, as needed by request.
Promote a Safe and Healing Environment in the Emergency Shelter
- Coordinate with Director to ensure client grievances are responded to and resolved in a timely manner.
- Assist in completing investigations of client and staff security concerns by reviewing video and recommending corrective actions for staff to prevent future incidents.
- Address and advocate for the needs of client-facing staff, ensuring they have the resources and training necessary to complete their assigned work with excellence and fulfillment.
- Assess and manage client emergencies in cooperation with team members and leadership. Treat clients and staff with dignity and respect at all times.
- Ensure all emergency shelter program components adhere to organizational policies and procedures, as well as all relevant regulatory and/or donor guidelines, as well as promote a safe and healing environment for all participants.
- Act as primary liaison with first responders and emergency personnel, ensuring appropriate and safe access to the shelter to minimize harm to clients and staff.
Key Performance Indicators
Team-Level Performance Indicators
- Security processes verified to be completed in every shift
- Security Desk consistently answers phone and ensures that voicemails are logged and responded to within the same shift.
- Security breaches are minimized and incidents are responded to according to established procedures.
Individual-Level Performance Indicators
- Complete and document supervision sessions regularly according to expectations
- Update and communicate performance scorecards regularly
- Review and approve shift logs to ensure each shift completes necessary tasks
- Maintain expected level of quality in all team case note and services documentation
Fundamental Skills, Knowledge, and Abilities
- High School Degree or GED
- Security license is preferred
- Military service, previous experience with security and/or homeless services preferred
- Must be able to complete Satori Alternatives to Managing Aggression Modules 1-4 (training provided by the agency after hire)
- Ability to achieve and maintain Level II Non-Commissioned Officer License with Pepper Spray Certification from the Texas Department of Public Safety required
- Bilingual in Spanish is preferred
- Ability to communicate proactively and effectively, both orally and in written communication
- Experience with and sensitivity to varying cultural, ethnic, and social backgrounds, values, and attitudes
- Exceptional organizational skills, able to multi-task between various projects simultaneously
- Intermediate skill or experience in Microsoft Office software, especially Excel, Word, and Outlook
- Must be able to lift 50 pounds on a regular basis. Tasks may involve bending, lifting, and carrying heavy items.
- Able to work in a noisy environment with a large group of people
