The Hospitality Hub of Memphis YHDP Navigation Supervisor Memphis, TN · Memphis, TN · Full time

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The Hospitality Hub works to help people exit homelessness. Located in downtown Memphis, the Hub campus is a safe, kind, and respectful environment that serves as a single point of entry to comprehensive support services for those experiencing homelessness. We provide our guests with the stabilizing resources they need, including temporary shelter, assistance acquiring identification, employment opportunities, and referrals to community partners.

YHDP Navigation Supervisor                                                                          FLSA: Exempt

The Hospitality Hub

Memphis, TN

About the Role: 

The YHDP Navigation Supervisor provides leadership, oversight, and strategic direction for The Hospitality Hub's Youth Homelessness Demonstration Program (YHDP). This position is responsible for the daily management of the Youth System Navigation program, including supervising Youth System Navigators, ensuring high-quality service delivery, maintaining compliance with federal grant requirements, monitoring program outcomes, and strengthening partnerships across the youth homeless response system.

The YHDP Navigation Supervisor balances program leadership with direct client support by maintaining a limited caseload of youth with complex needs while coaching staff and driving continuous program improvement. Working closely with the YHDP Hub Hall Manager and community partners, this position ensures youth experiencing homelessness receive timely access to housing, supportive services, and individualized care through a coordinated, trauma-informed approach.

Team Culture and Expectations: The Hub is a human first social agency meaning our goal is to decrease suffering for the person in front of us while simultaneously building systemic solutions. While the primary responsibilities of the position are outlined below, we expect all staff to be flexible and available to respond to emergencies and fulfill programmatic responsibilities which may require working holidays, weekends, evenings, or nights. Everyone in the organization is expected to identify and solve problems. The Hub hires passionate, empathetic individuals. 

Additionally, the Hospitality Hub serves people who have experienced discrimination, violence, and other traumatic events. Many Hub clients and guests are healing from trauma related to their marginalization. It is critically important that all members of the Hub team maintain a hospitable and welcoming environment by remaining calm and kind when clients are feeling frustrated.

Primary Location: 28 N Claybrook, Memphis, TN 38104 & 590 Washington Ave. Memphis, TN 38105

Hours: Typical hours for this position are Monday through Friday 8a.m. to 4p.m.

Benefits: A generous paid time off policy, parent leave, professional development, 401 (k), and medical insurance are offered to all regular full-time employees. Regular training is provided to all employees. 

Pay: The salary for this position is dependent on the candidate's demonstrated experience, expertise, and skill. The salary range starts at $50,000.00. Hourly team members are compensated with overtime pay for hours exceeding 40 hours a week.

Reports to: Jessica Houari, Director of Operations

While the primary responsibilities of the position are outlined below, this list is not exhaustive. 

Responsibilities

• Provide day-to-day leadership, supervision, coaching, and support to the Youth System Navigation team.
• Conduct regular supervision meetings, performance evaluations, coaching conversations, and support employee development.
• Participate in hiring, onboarding, training, scheduling, and performance management of Youth System Navigators and interns.
• Ensure program services are delivered in accordance with HUD, YHDP, Continuum of Care, and Hospitality Hub standards.
• Monitor staff caseloads, documentation, productivity, and service quality to ensure timely and effective service delivery.
• Maintain a reduced caseload of youth experiencing homelessness and provide direct case management for youth with complex needs.
• Use housing problem solving to encourage and support safe, empowering, and appropriate alternatives to entering the homelessness services system whenever possible while assisting youth in securing safe housing.
• Collaborate with the Youth Coordinated Entry System Coordinator and community partners to ensure youth are connected to appropriate housing and supportive services.
• Review HMIS and CRM documentation for accuracy, completeness, and compliance and ensure timely data entry and reporting.
• Analyze program data and outcomes to identify trends, improve services, and support grant reporting requirements.
• Participate in Continuum of Care meetings, Youth Housing Prioritization meetings, and other community collaborations representing The Hospitality Hub.
• Build and maintain strong relationships with community partners, youth-serving organizations, housing providers, and referral agencies.
• Support the development and maintenance of community resource guides and referral networks.
• Assist with grant implementation, compliance activities, audits, and reporting requirements.
• Support participants in developing individualized service plans utilizing evidence-based practices including motivational interviewing, positive youth development, trauma-informed care, harm reduction, and SMART Goals.
• Screen and assess participants utilizing the Memphis Vulnerability Assessment (MVA), Self Sufficiency Matrix, and other community-wide assessment tools.
• Attend recommended trainings and conferences to maintain current knowledge of best practices related to youth homelessness, domestic violence, human trafficking, behavioral health, and housing interventions.
• Manage expenses and budgets using Expensify and other financial management systems.
• Must be available to work additional shifts as needed to support Warming and Cooling Center Operations during extreme weather events. 
• Performs other duties as assigned

Requirements 

• Bachelor's Degree (BA) from a four-year college or university preferred in a field of human services, or two years of related experience and/or training, or equivalent combination of education and lived experience.
• Experience in providing case management or general support to youth preferred. 
• Requires a valid driver's license with own personal transportation.
• Computer skills required: Proficient in GSuite Internet Use, and Additional Software, as needed.
• Other skills required:
• Knowledge and experience in the use of computer-based systems.
• Demonstrated research ability identifying, locating, and accessing local, statewide, regional and national statistics, studies, and research publications on homelessness and related issues, both primary and secondary. 
• Demonstrated analysis/interpretation of data, statistics, and information resulting from research.
• Federal grant experience including familiarity with reading and interpreting Federal regulations and guidelines
• Passion for combating homelessness, domestic violence, substance abuse, and mental illness.
• Preference for candidates with extensive knowledge of or lived or working experience in one or more of the following systems: 
• DCS/Foster care, Juvenile/legal, Domestic or intimate partner violence, HIV linkage to care, Healthcare/ mental health care, Department of Human Services benefits including SOAR/ SNAP/ TANF, Immigration, Substance abuse

Competencies

• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Professionalism - Tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Training provided by The Hospitality Hub

• CPR/First Aid/AED certification
• De-escalation and mediation training
• HMIS data entry and reporting using tablets
• Memphis Vulnerability Assessment (VMA) training for housing resource matching
• Orientation on all Hub programs, services, and referral partnerships

Hiring Process:

The Hospitality Hub staff works with vulnerable populations. To maintain the safety of our clients and guests, all offers of employment at the Hub are contingent on a background check. Results of the background check may not necessarily disqualify candidates from being hired. 

The Hospitality Hub is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind: The Hub is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at The Hub are based on organizational needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, gender identity or expression, sexual orientation, mental or physical disability, ancestry, military discharge status, source of income, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. The Hub will not tolerate discrimination or harassment based on any of these characteristics. The Hub encourages women, people of color, and people of all ages to apply.