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Job Title:         Shelter Client Support

Program:         Operations

Reports to:      Lead Client Advocate

FLSA Status:   Non-exempt

Job Summary

Monitors day-to-day operations of the shelter.  Assists homeless and abused women and children with basic life needs while ensuring safety and compliance with shelter rules and regulations.  Ensures residents conduct themselves appropriately in communal living environments.  Ensures property of The Shade Tree is being used in a reasonable manner and is free from damage.

Principle Duties and Responsibilities

  • Supports The Shade Tree in their overall mission of providing safe shelter to homeless and abused women and children in crisis and offering life-changing services promoting stability, dignity and self-reliance.
  • Answers inquiries on telephone and provides appropriate guidance for crisis calls and refers others to services.
  • Support clients by monitoring and assessing their behavior, overall well-being, and safety.
  • Assist clients by reinforcing life skills, problem solving skills, and emotional support.
  • Orient new arrivals to shelter procedures, protocols and policies.
  • Observe clients in day-to-day routines; maintain contact and assist when needed.
  • Promote a mutually supportive environment that emphasizes collaborative approaches.
  • Support strategies encouraging the involvement of all in providing and developing emergency shelter and transitional services
  • Work within a multi-disciplinary shelter team with staff, and supervisors to promote a supportive, respectful living environment.
  • Promote a mutually supportive environment which emphasizes collaborative approaches and values the contributions of all members, including staff and clients.
  • Comply with OSHA/safety requirements; complete hourly facility checks; report damage and maintenance/repair issues to Lead Client Advocate or Director of Operations.
  • Observe and assess client agitation levels in order to proactively defuse and deescalate potentially aggressive situations
  • Call for emergency assistance and emergency medical assistance when needed; report incidents of abuse to appropriate authorities
  • Perform day-to-day administrative duties including case notes, bed lists, sign in/out sheets, child care forms, meal rosters, client intakes, etc. and assist other staff with completing paperwork left unfinished.
  • Maintain confidentiality of records and information pertaining to clients
  • Maintain proper dress and demeanor serving as a role model to residents
  • Ensure flow of critical information including documentation and shift change to bring forward issues and occurrences that take place while on shift.
  • Contribute to the care, cleanliness, and upkeep of The Shade Tree facilities by assigning and monitoring client chores and by completing all shift assignments as requested.
  • Distribute personal care items and ensure supplies are restocked and supply list has been prepared.
  • When clients are exiting, request clients complete Exit Evaluations and ensure client cleaned their living area and returned all TST property before exiting.
  • Monitor and authorize entrance and departure of visitors, clients and other persons to guard again theft and unauthorized access to property.
  • Use communication tools, such as daily station log, effectively including documentation and shift change to bring forward issues and occurrences that take place while on shift
  • Answer phones and direct calls as appropriate.
  • Use effective time management skills including ability to prioritize and assist with shelters activities.
  • Attend all mandatory meetings and training sessions.
  • Maintain monitor station in a neat and orderly manner.
  • Facilitate safe, orderly, and expedient evacuation of the building when/if necessary.
  • Perform additional duties as assigned carrying out the TST mission. The duties listed above are intended only as general illustrations of the various types of work that may be performed.  Specific statements of duties does not exclude duties if the work is similar, related or logical assignment to the position.

Minimum Level of Knowledge, Skills and Abilities

  • High school diploma or GED and basic grammar and spelling
  • Must be able to speak, read, and write in English
  • Ability to effectively interact with diverse populations including clients, staff, volunteers, donors, medical emergency personnel, police officers and service partners
  • Understand the systemic issues that affect low income and marginalized people.
  • Prioritize in a busy working environment.
  • Ability to effectively communicate to resolve problems and manage conflicts effectively.
  • Ability to stay organized and to effectively prioritize workload to ensure completion of tasks within established time frames.
  • Work effectively under pressure and in a fast paced environment.
  • Ability to exercise good judgment and common sense
  • Ability to work a flexible schedule when needed.