3-11 Guest Services Supervisor, SUN-WED

Posted by
Pine Street Inn
Boston, MA

SCHEDULE: 40 hours, Sunday - Wednesday, 1:00 p.m. – 11:30 p.m., with additional hours as needed


The 3-11 Guest Services Supervisor provides leadership and guidance to the Assistant Supervisor, program staff and guests of the Women’s Inn. Responsibilities include overseeing and advising on program design, development and decisions; scheduling; staff hiring, training and support; guest diversion, rapid rehousing and intakes; record keeping, incident reporting and shift documentation; maintaining a clean and sanitary facility; as well as critical incident response and security screening. The supervisor will maintain a close working relationship with Women’s Inn Director, Associate Director and other Supervisors. The Supervisor will be part of the evening shift rotation and will oversee all aspects of the Women’s Inn 3-11 shift, including a service model that emphasizes use of Trauma Informed Care and Crisis Prevention and Intervention training principles. The Supervisor will oversee the work of more than a dozen full and part-time staff as well as relief staff and temporary workers as assigned. The supervisor will ensure that services are provided in the spirit of the Inn’s traditional hallmarks of dignity and respect for all our guests. 

The 3-11 Guest Services Supervisor will work from, as well as motivate and coach the program staff, to adopt and enliven the following principles: 

  • Shelter is a temporary safety net, not a home.
  • All people experiencing homelessness, regardless of their housing history and duration of homelessness, can achieve housing stability in permanent housing.
  • Never warehouse or institutionalize our guests in our shelters
  • Everyone is “housing ready.” Sobriety, compliance in treatment, or even a clean criminal history is not necessary to succeed in housing. Rather, homelessness programs and housing providers must be “consumer ready.”
  • Leverage guests’ strengths, assets, and connections to move quickly out of shelters and to any other housing
  • Recognize the impact of violence and victimization on development and coping strategies
  • Employ an empowerment model
  • Maximize guest choices and control over her/his recovery based in a relational collaboration
  • Create an atmosphere that is respectful of the guests’ need for safety, respect, and acceptance
  • Emphasize the guests’ strengths, highlighting adaptations over symptoms and resilience over pathology
  • Minimize the possibilities of re-traumatization
  • Strive to be culturally competent and to understand each person in the context of his or her life experiences and cultural background
  • Solicit guest input and involve guests in designing and evaluating services 


  • High school diploma or GED    


  • Minimum of two (2) years of leadership/supervisory experience in a human services setting
  • Demonstrated ability to successfully lead in a human service setting with a strong concentration in working with individuals with multiple challenges including substance abuse and untreated mental illness
  • Direct care experience with people who are homeless or poor

PHYSICAL ABILITIES/SKILLS                         

  • Ability to use computer, calculator, fax, copier machine and other office equipment
  • Ability to access different building locations, and different program sites
  • Requires stooping, bending, stretching
  • May include lifting of guests at times
  • Requires quick response in emergency situations


  • High degree of organizational skill
  • Excellent oral/written communication skills and interpersonal skills
  • Ability to talk (and listen) in a non-judgmental way
  • Ability to perform an array of difficult tasks at the same time
  • Ability to train, support, evaluate and supervise staff
  • Ability to communicate with staff including setting clear expectations
  • Ability to work as a member of a team and think creatively
  • Ability to work with diverse population and in a stressful environment
  • Ability to respond safely, quickly, and calmly in emergency situations
  • Willingness to continue to learn and improve in all areas of professional performance development
  • Ability to model performance and learned skills from PSI training in everyday work: CPI, Trauma Informed Care, First Aid, Code of Conduct, Harassment Policy, etc.


  • Bachelor’s Degree
  • Valid driver’s license
  • Bilingual, with a preference for English/Spanish
  • Four years or more of prior supervisory experience


  • Plan, organize and oversee all personnel and programs relating to Women’s Inn in accordance with Pine Street Inn’s philosophy and mission 
  • Provide team leadership, direction and supervision including hiring, training, evaluating and discipline for full time, part-time, relief and temporary staff. Foster a positive work environment through team building, team meetings and staff development 
  • Provide training and access to internal and external resources. Conduct regular staff meetings  
  • Along with Women’s Inn Triage staff; take responsibility for the diversion and prevention of potential intakes to the Women’s Inn, explaining all program specific procedures and policies in referring guests to other appropriate programs within and outside of PSI – if necessary, ensure full completion of Women’s Inn intake and timely data entry 
  • Ensure that Women’s Inn services are consistent in meeting the needs of its guests. As necessary, assist guests in understanding the Women’s Inn services and procedures, guest rights and grievance procedures 
  • Oversee day-to-day operations of program and participants, monitor participants, program and perimeter for safety concerns. Ensure guest participation in program development and changes through town meetings and other forums 
  • Assess guest needs and make appropriate referrals for services. Provide appropriate documentation for each guest and each stay 
  • Assist guests in understanding how services are provided; explaining procedures; answering their questions; explaining their rights and grievance procedure 
  • Coordinate with the Volunteer Department providing support activities to Women’s Inn guests 
  • Keep timely and accurate records and documentation regarding clients and all necessary statistics including entry of all necessary data into PSI HMIS 
  • Develop and maintain close working relationship with other staff, departments, programs and services to ensure cohesive delivery of services; including regularly attending supervisory staff meetings of the Women’s Inn 
  • Take primary responsibility for developing procedures that ensure a safe environment for our guests. Monitor the building and neighborhood for safety/security. Document incidents and make appropriate changes in unsafe situations 
  • Build a good working relationship with the neighbors and address neighborhood issues in a timely manner 
  • Keep accurate records regarding payroll, staff evaluations, guest issues, and necessary statistics. 
  • Assure the ordering all necessary program supplies, inform Housekeeping., Purchasing Dept. and Women’s Inn Director of needs via e-mail 
  • Develop and maintain close working relationship with Women’s Inn and Facilities supervisors to foster cohesive delivery of services 
  • Advise the Women’s Inn Associate Director on matters concerning participants and violations of policy 
  • Advise Women’s Inn Associate Director of schedule, off site appointments and meetings 
  • As assigned, represent the Women’s Inn in any interactions with the community, volunteers and the media, including acting as liaison to on-site volunteer groups and visitors 
  • Participate actively in Inn wide task groups, forums and planning committees as needed 
  • Perform other related duties as assigned by the Associate Director, Shelter Director, Vice President of Emergency Services, Chief Program Officer or President and Executive Director

Apply at:



SCHEDULE: 40 hours, Sunday - Wednesday, 1:00 p.m. – 11:30 p.m., with additional hours as needed


The 3-11 Guest Services Supervisor provides leadership and guidance to the Assistant Supervisor, program staff and guests of the Women’s…

Details at a glance

  • On-site Location
  • Full Time Schedule
  • High School Diploma Required
  • Professional


363 Albany Street, Boston, MA 02118

How to Apply

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