Summary: This position is an essential part of Family Services’ Emergency Shelter for individuals and families fleeing interpersonal violence, and is a trauma-informed, low barrier environment. Our shelter provides 24/7 assistance. Resident Advisors ensure that victims of interpersonal violence, which includes domestic violence, sexual assault, and/or human trafficking, reside in a harmonious and supportive environment that promotes their healing and safety. Essential Duties: Customer Service Functions - Manages shelter operations during assigned shifts by maintaining facility safety, responding to emergencies, and assisting in meeting the immediate needs of shelter guests.
- Supports general front-office activities, including managing telephone communications, greeting guests and visitors, and overall monitoring access to the shelter facility.
- Reporting barriers to accessing shelter amenities by guests to supervisors and communicating and/or submitting maintenance requests to ensure the shelter environment remains functional and supportive.
- Provides trauma-informed crisis intervention to Crisis Line callers and guests by screening and assessing requests for services, coordinating shelter admissions, conducting shelter intakes, and connecting individuals to appropriate community resources or nearby shelters, as needed.
- Assists guests with immediate needs, providing good customer service that supports the recovery process of survivors while keeping guests informed of Shelter goals, rules, and expectations. Refer guests to Case Managers and/or the Shelter and Resource Coordinator for additional and ongoing services.
- Supports shelter operations by assisting with guest transportation coordination and other logistical needs, as directed.
- Provides Crisis Line coverage during shift and appropriate documentation.
Administrative Functions - - Maintains accurate and confidential documentation of guest interactions, crisis calls, admissions, and overall shelter activities within the Agency’s electronic database and maintains records necessary for programming and accountability.
- Conducts periodic case file reviews under the supervision of the Shelter and Resource Coordinator or the Housing Services Program Manager.
- Conducts consistent office, guest room, and food supply inventories; reviews and updates a digital Surplus Inventory List; coordinates replenishment of items; and communicates supply order needs.
- Assists with the shelter upkeep by supporting the cleanliness of communal spaces, coordinating room readiness, and organizing donations and household supplies, as needed, including cleaning of
- Ensures quality service delivery by maintaining knowledge of and enforcing shelter policies, safety procedures and drills, legal requirements and reporting, and available community resources.
- Performs other duties as assigned to support the overall operation of the shelter.
Position Qualifications: - Required: High School Diploma or GED equivalent
- Required: Minimum of one year of experience in the human services field
- Preferred: College experience
- Preferred: Bi-lingual (Spanish)
- Must be available to work the hours necessary to accomplish the job.
- Ability to work flexible/overtime hours, as needed.
Knowledge, Skills & Abilities: - Demonstrated crisis intervention skills, knowledge of domestic violence, sexual assault, and trauma-informed practices.
- Demonstrates an understanding and acceptance of regional psychosocial, cultural, religious, and economic differences.
- Maintains dignity and self-control in stressful situations and objectivity about personal strengths and limitations.
- An understanding and acceptance of regional psychosocial, cultural, religious, and economic differences.
- Articulates ideas clearly (both written and orally) and is able to establish personal rapport with people from a variety of backgrounds.
Expected Hours of Work: - Typical work hours are anticipated to be weekends and holidays from 12:00 am to 12 pm, 12 pm to 12:00 am, or 8 am to 8 pm. Any scheduling gaps may be covered by the Part-Time Resident Advisor.
Work Environment and Physical Requirements: - Maintains physical condition appropriate to the performance of assigned duties and responsibilities, which may include the following: walking, bending, stretching, lifting up to 25 lbs., standing or sitting for extended periods of time, and operating assigned equipment.
- Ability to work flexible/overtime hours, as needed, including holidays and weekends.
- Requires a valid driver’s license and the ability to travel between various Agency sites and community resources, as well as to local, regional, and national professional conferences.
- Must complete 20 hours of related training on an annual basis.
Equal Employment Opportunity Family Services, Inc. provides equal employment opportunities to all qualified individuals without regard to race, creed, color, religion, national origin, age, sex, marital status, sexual orientation, or non-disqualifying physical or mental handicap or disability. Americans with Disabilities Act Applicants as well as employees who are or become disabled must be able to perform the essential duties and responsibilities either unaided or with reasonable accommodation. Family Services, Inc. shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law. Job Responsibilities The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential responsibilities of the job and should not be considered a detailed description of all the work requirements of the position. Family Services, Inc. reserves the right to revise the job duties and responsibilities at any time with or without notice, based on the needs of the organization.
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