The Institute for Human Services (IHS) is Hawaii's most comprehensive human services agency dedicated to ending and preventing homelessness. For over 45 years, we've been at the forefront of creating tailored solutions for those in crisis, offering a continuum of care that includes emergency shelters, housing programs, health services, employment assistance, and outreach.

The Assistant Manager ensures the provision of a warm and welcoming shelter environment of Ho’okipa (Hospitality) through effective day-to-day leadership and coordination of the guest service team’s efforts in the delivery of services to IHS guests. This position carries out the policies and procedures that impact the health, safety and welfare of all IHS guests and visitors (donors, volunteers etc.) at designated service locations.

Compensation:

Starting from $58,000 annually, actual pay commensurate with experience.

Essential Functions:

1. Demonstrate excellent customer service consistent with the standards contained in the Vision, Mission, and Values of the organization.
2. Execute and support internal IHS policies to ensure teams carry out daily site specific and organizational procedures for guests, volunteers, visitors that create a culture of hospitality, trust and respect; Diffuse verbal and physical conflict using CPI de-escalation techniques.
3. Mentor, support, provide timely coaching and training of the guest services staff; consult with Guest Services Manager and/or work collaboratively with Workforce Excellence/HR in all areas of performance management; ensure schedules and payroll for teams are accurate and done in a timely manner.
4. Work collaboratively with respective IHS program staff and outside partners to ensure the consistent delivery of services to guests; Facilitate emergency procedures including but not limited to situations involving fires, evacuations, use of 911 emergency services, first aid, CPR, drills and codes etc.
5. Maintain an environment of excellent customer service to support positive guest behaviors and help staff recognize behavioral changes that may affect safety; Ensure documentation regarding guests are accurately inputted including documenting when emergency situations arise with police, fire or ambulance have been contacted.

Required Knowledge/Skills/Abilities:

1. Knowledge of homelessness and the issues associated with it; mental health and substance abuse issues.
2. Strong interpersonal and written communication skills with an emphasis on conflict resolution.
3. Strong leadership skills and able to lead customer service excellence.
4. Possess personal qualities of integrity, patience and commitment to mission.
5. Flexible and able to multitask; can work within an ambiguous, fast-moving environment.

Required Education and Experience:

1. Minimum High School diploma or GED equivalent.
2. One to two years of management experience in direct service or customer service fields working with disenfranchised or medically fragile populations.
3. Strong computer skills; able to navigate google email, Microsoft applications and databases.

Position Type/Expected Hours of Work:

Regular Full-Time classification. Hours may include some evenings, weekends and holidays. Hours and days may vary based on the needs of the organization. Must be available to work Monday through Friday during normal business hours, find and/or provide coverage at times if one of the following shifts requires management presence:

• 6:00am through 2:30pm
• 2:00pm through 10:30pm
• 10:00pm through 6:30am

IHS is an Equal Opportunity Employer, maintains a Drug and Alcohol-free Workplace, and is proud to be an employer of national service.