STATUS: Non-exempt

LOCATION: Jane’s House

IMMEDIATE SUPERVISOR: Senior Residential Advisor

HOURS: : Full-time; four (4) 10-hour shifts per week, generally 12:00 PM – 10:00 PM. Scheduled days will vary and include evenings, weekends, holidays, and emergency shelter coverage as needed.

SUMMARY: The Shelter Support Specialist provides operational and resident support within the emergency shelter during high-demand evening, weekend, and holiday hours. This position provides client transportation, supports shelter operations, responds to resident needs, and helps maintain a safe, welcoming, trauma-informed, and organized environment for residents and staff.

This position works in support of the Residential Advisor and does not replace the Residential Advisor’s responsibility for primary shelter oversight and safety procedures.

POSITION REQUIREMENTS:A high school diploma or GED is required. Two (2) years of experience in a residential, human services, customer service, or related setting is preferred.

Position requirements include, but are not limited to:

• Ability to communicate and work effectively with diverse individuals, including survivors of domestic violence, sexual assault, human trafficking, and individuals experiencing crisis.
• Ability to work independently and collaboratively as part of the shelter services team.
• Ability to maintain professionalism, confidentiality, sound judgment, and appropriate professional boundaries in high-stress environments.
• Ability to recognize opportunities to proactively support residents and staff while respecting resident autonomy and self-determination.
• Demonstrated commitment to trauma-informed, survivor-centered principles by interacting with clients, coworkers, volunteers, and community partners in a manner that promotes safety, trust, dignity, respect, collaboration, and empowerment while minimizing the potential for re-traumatization.
• Ability to safely transport clients to approved community locations and appointments.
• Possession of a valid driver’s license, reliable transportation, and proof of automobile insurance in accordance with agency requirements.
• Ability to meet agency driving eligibility requirements.
• General physical requirements include bending, stooping, climbing stairs, prolonged sitting and driving, and lifting up to 50 pounds.

ESSENTIAL DUTIES INCLUDE BUT ARE NOT LIMITED TO

Shelter and Resident Support

• Provide operational support to Residential Advisors during evening, weekend, and holiday shifts.
• Respond to resident needs with compassion, professionalism, and respect.
• Support client admissions, orientations, discharges, and shelter procedures.
• Answer incoming calls and direct calls appropriately.
• Monitor common areas and reinforce shelter expectations in a respectful, trauma-informed manner.
• Provide de-escalation and resident support during periods of increased shelter activity.
• Conduct assigned safety and security rounds.
• Complete required documentation, logs, and incident reports accurately and timely.
• Communicate significant resident concerns, observations, safety issues, and operational needs promptly to the Residential Advisor or supervisor.
• Provide support during emergencies, high-capacity periods, and other situations requiring additional shelter coverage.

Transportation

• Provide scheduled client transportation to approved community locations, appointments, schools, pharmacies, and other agency-approved destinations.
• Maintain accurate transportation logs and required documentation.
• Coordinate transportation schedules and communicate client transportation needs with shelter staff.
• Maintain agency vehicles in a clean and organized condition and promptly report maintenance or safety concerns.

Operational and Facility Support

• Maintain the cleanliness and organization of shelter supply areas, common areas, and other assigned spaces.
• Clean and prepare resident bedrooms and assigned living spaces following discharge, relocation, or abandonment to ensure rooms are sanitary, organized, and ready for new residents.
• Pack, inventory, label, document, and securely store belongings left by residents who abandon shelter or otherwise leave without retrieving their property, treating all personal belongings with dignity and respect and following agency procedures.
• Monitor and restock shelter supplies, hygiene items, intake materials, and resident necessities.
• Organize and distribute donations and resident supplies.
• Prepare intake packets, resident items, discharge materials, forms, logs, and other operational materials.
• Complete assigned organizational, facility, and operational tasks during periods of lower shelter activity.

Other Duties

• Participate in hurricane evacuation and facility preparation.
• In case of emergencies and extreme circumstances, will be required to assist with 24-hour shelter coverage
• Work in conjunction with other program components and staff to ensure effective communication of agency and client concerns, recommendations, and needs.

Agency Compliance

• Maintain comprehensive and organized files utilizing the automated case management system.
• Adhere to the agency’s confidentiality policies, maintaining a high-level standard of confidentiality
• Compile accurate and timely statistical and grant reports.
• Report any known or suspected child abuse to immediate supervisor.
• Report any suspicious activity or persons
• Attend and participate in agency staff meetings and trainings
• Report to work on time as scheduled
• Maintain a valid driver license and proof of required automobile insurance
• Perform all other duties and/or participate in special projects as assigned by direct supervisor or Chief Executive Officer.