Lead HSW

Description

Reports to
:
Assistant Manager, Client Care Goodwill Inn

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.

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

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

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

• Skill & Autonomy:
  Mastery of…