Social Services Supervisor
at Heartland Alliance

Date Posted: 11/22/2019

Job Description

Summary:  This position provides crisis intervention, information and social services to travelers and visitors of Chicago’s O’Hare International Airport Note - Airport security screening required daily.



Essential Duties and Responsibilities:

  • Supervises volunteers in accord with established policies/procedures.
  • Provides direct services for appropriate participants, cases, Protective Travel Service (PTS) and/or projects.
  • Supervises the case/treatment plan, referrals, follow-up schedule and advocacy needs, etc for participants/cases of the program.
  • Makes PTS/care/participant/project assignments to volunteers in accord with established policies/procedures.
  • Approves non-personnel financial transactions (e.g. participant support) within established parameters.
  • Ensures the implementation of organization and program/department policies and procedures (e.g. personnel, financial, client eligibility, Standards of Professional Conduct, etc).
  • Develops and maintains professional relationships with appropriate groups/organizations etc, as approved by higher level of management.
  • Makes presentations with appropriate groups/organizations etc, as assigned by higher level of management with the purpose of recruiting volunteers.
  • Remains current in the field of service provided by the program through self-initiated avenues, as approved by higher level of management.
  • Provides training to assigned staff and/or volunteers in appropriate facets of the position.
  • Participates in Team Meetings.
  • Participates in organization-sponsored in-service training sessions as requested by higher level of management.
  • Initiates requests for regular supervision and interim evaluation/goal setting with manager.
  • Develops, implements and monitors appropriate program unit procedures for effective service delivery and administrative efficiency.
  • Participates in the development of long range plans, service delivery model and other significant strategies and/or systems.
  • Assumes responsibility for the accuracy, substance and timeliness of program reports, projects, schedules and other relevant work products.
  • Coordinates resolution of basic physical plant and/or equipment issues with program manager.
  • Maintains an appropriate professional demeanor towards coworkers, visitors, program participants, supervisors and all others.
  • Assumes an appropriate role in other program unit tasks or projects.
  • Adheres to professional standards as outlined by governmental bodies, NASW (and/or other appropriate professional associations), and private funding sources. 
  • Assists in the development of organizational plans and policies related to professional standards. 
  • Provides periodic evaluative reviews and/or in-house and external staff and volunteer training to ensure that staff and volunteers understand and continue to adhere to such standards. 
  • Initiates requests for assistance or guidance from manager to address new issues or complex concepts effecting adherence to professional standards.
  • Additional duties and/or responsibilities to be assigned by manager may include but not limited to:
    • Evaluates Protective Travel Service (PTS) requests for suitability; plans and consults with requesting party; provides referrals to and/or redirects requesting party; prepares travel service record; schedules PTS; confirms request; supervises PTS implementation.
    • Processes PTS records post service; sends donation letter and/or fee for services for Interstate Compact surveillance and International Social Service repatriation; records activity in ledger; records donation/payment in ledger; submits to FAS; prepares summary ledger for monthly report.
    • Assists program managers in maintaining booth facilities and operations: monitors and reports appearance/physical condition, secures keys and other equipment, updates and generates resource and safety materials for each booth.

Qualifications:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Education and/or Experience:  Bachelors degree and two years of supervisory experience preferred.  May give credit towards years of experience if attained a degree higher than a Bachelors degree.
  • Language Skills:   Fluency in a second language may be required.
  • Computer Skills:  Proficiency in Microsoft Office, Internet Explorer, Outlook/Exchange; Windows operating systems; and other software routinely used by Heartland Alliance.

Physical Demands:   The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • This position requires the ability to perform precise or skilled physical activities (e.g. keyboarding or operating a computer) 
  • This position requires the ability to generate audible communication (e.g., conversing on a telephone or participating in a meeting) in a manner that should be readily recognized and understood by the audient. 
  • This position requires the ability to successfully engage in non-technical work activities (e.g. read mail, file documents). 
  • This position requires the ability to successfully identify and understand audible communications. 
  • The employee must occasionally lift and/or move up to 10 pounds.

Work Environment:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • This positon works out of Chicago’s O’Hare International Airport Terminals
  • This position requires regular, full-time attendance and the ability to work flexible hours and days of the week.
  • The noise level in the work environment is moderate.

Heartland Alliance makes all hiring and employment decisions, and operates all programs, services, and functions without regard to race, receipt of an order of protection, creed, color, age, gender, gender identity, marital or parental status, religion, ancestry, national origin, amnesty, physical or mental disability, protected veterans status, genetic information, sexual orientation, immigrant status, political affiliation or belief, use of FMLA, VESSA, military, and family military rights, ex-offender status (depending on the offense and position to be filled), unfavorable military discharge, membership in an organization whose primary purpose is the protection of civil rights or improvement of living conditions and human relations, height, weight, or HIV infection, in accord with the organization's AIDS Policy Statement of September 1987

Job Snapshot

  • Employee Type: Full-Time
  • Location: Chicago, IL
  • Job Type: Management
  • Experience: Not Specified
  • Date Posted: 11/22/2019

About Us

It’s more than a job, it’s a purpose.


Heartland Alliance—the leading anti-poverty organization in the Midwest— believes that all of us deserve the opportunity to improve our lives. Each year, we help ensure this opportunity for nearly one million people around the world who are homeless, living in poverty, or seeking safety. Our multicultural staff are passionate about our mission and make Heartland Alliance a dynamic and exciting place to develop your career.


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