Lead HSW

Reports to: Inn Manager

Position Summary:

This role involves leading the Human Service Worker (HSW) team in delivering housing-focused, low-barrier shelter services while fostering a safe, dignified, and respectful environment for all. Team Leads serve as the primary point of contact for Human Service Workers (HSWs) during their shift, and balance approximately 70% guest and staff support with 30% operational coordination, ensuring shifts run smoothly while embodying the mission and values of Goodwill Industries of Northern Michigan. Available to work scheduled rotating shifts, including overnights, weekends, holidays and overtime as required. Team Leads do not manage heavy compliance or budgeting responsibilities but contribute strategically through leadership and real-time problem solving.

Essential Functions:

1. Lead and model best practices for Human Service Workers to maintain a safe and respectful environment for clients, visitors, and staff.
2. Assist with training Goodwill Inn Staff.
3. Ensure adherence to policies and procedures for Housing-Focused, Low-Barrier shelter operations.
4. Assist clients with document readiness, housing applications, and other housing navigation tasks.
5. Provide after-hours on-call support as needed for shelter staff.

Primary Responsibilities/ Essential Functions:

1. Support the mission and vision of Goodwill Industries of Northern Michigan.
2. Perform work in a safe manner observing all Goodwill safety policies/procedures.
3. Perform duties and 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. Ensure the confidentiality of all persons served.
6. Provide a safe, dignified and respectful environment for all persons served.
7. Lead Human Service Workers in conducting day-to-day shelter operations.
8. Model best practices and coach Human Service Workers to maintain a safe, dignified and respectful environment for all Goodwill clients, visitors, and staff.
9. Assist the Inn Managers in implementing and enforcing policies and procedures in alignment with Housing First principles, emphasizing best practices for Housing-Focused, Low-barrier shelter operations.
10. Ensure shelter policies and procedures are accessible and clearly communicated to shelter guests.
11. Assign tasks & balance workloads, monitor accountability & report to Inn Managers.
12. Manage ESA & bed move approvals, vouchers, family intakes.
13. Triage operational or guest/staff issues, escalating to Assistant Manager when needed.
14. Relay key feedback and trends to program management to assist with troubleshooting and data quality.
15. Serve as an on-floor champion of core values and an embodiment of the mission while seeking deeper understanding of the shelter ecosystem.
16. Provide real-time feedback and coaching to HSWs at all levels (HSW 1–3).
17. Review and submit weekly performance reports including shift checklists and concerns.
18. Conduct HSW training and certifications (safety drills, HMIS operations, KnowB4, etc.).
19. Assist in maintaining up-to-date training manuals, safety inspection records, and documentation.
20. Facilitate and respond to guest grievances.
21. Ensure timely and accurate transfer of information across shifts.
22. Maintain accurate client documentation.
23. Support Inn Managers in quarterly developmental conversations with HSWs and provide growth opportunities for team members.
24. Fill HSW shifts as assigned by Inn Manager.
25. Provide 24/7 rotational on-call support.
26. Assist in maintaining records for compliance and billing (e.g., CARF, VA, Fire Marshall).
27. Supports in upkeep of facilities and property at Goodwill Inn.
28. Follows all procedures for documentation of any injury or incident on Goodwill Property
29. Attend required trainings and staff meetings.
30. Other duties as assigned by the Inn Managers.

Role Context and Development Pathway:

Team Lead represents the culmination of frontline leadership within the HSW tier structure.

The position reflects growth in:

• Skill & Autonomy: Mastery of direct services and documentation with shift coordination responsibilities.
• Leadership: Formal coaching of HSWs 1–3 and engagement in training initiatives.
• Program & Operational Balance: Focus is split between guest service (70%) and operational liaison duties (30%).

Key Tier Skills:

1. Leadership & Supervision Training
2. Cultural Competency & Ethics
3. Strategic Planning & Organizational Leadership
4. Program Development & Evaluation (Limited)
5. Systems Thinking & Interagency Collaboration
6. Advanced Negotiation & Partnership Development

Education, Licenses, Certifications and Experience:

• High School Diploma or GED required.
• 1–3 years’ experience working with people experiencing hardships, ideally in a shelter setting or individuals experiencing homelessness.

Knowledge, Skills and Abilities:

1. Familiarity with local human service providers and other community resources and agencies.
2. Strong understanding of Housing First principles and low-barrier shelter practices.
3. Demonstrated leadership skills with the ability to coach, mentor, and support a diverse team.
4. Excellent communication and problem-solving skills.
5. Strong computer skills in excel, Microsoft word, etc.
6. Ability to multi-task.
7. Proficiency in maintaining detailed and accurate records.
8. Ability to delegate respectfully, appropriately, and effectively.
9. Knowledge of and sensitivity to persons with disabilities or who are disadvantaged.
10. Knowledge of treatment issues related to homeless populations.
11. Commitment to diversity, equity, and respecting individuals from all walks of life.
12. Experience in human services, shelter operations, or a related field is strongly preferred.
13. Ability to work flexible schedules, including overnight shifts, weekends, and holidays.
14. Familiarity with compliance and safety procedures related to shelter operations is a plus.

Physical Requirements:

• Standing, lifting, carrying, pushing, bending, kneeling, reaching, walking (including on uneven surfaces), hearing, seeing, twisting, turning, and repetitive movements.
• Ability to do medium lifting (20–30 pounds) and occasional heavy lifting.