On-Call Shelter Assistant

SUMMARY

The On-Call Shelter Assistant is an on-call position that provides flexible support for the operations of the shelter during any shift, including morning, evening, and overnight hours. This role ensures continuity of care for individuals and families experiencing homelessness by maintaining a safe, clean, and supportive environment. Responsibilities include assisting with guest intake and departures, monitoring safety, supporting volunteers, and maintaining operational standards. The On-Call Shelter Assistant follows all agency policies and procedures to deliver high-quality, person-centered services that align with regulatory requirements.

ESSENTIAL FUNCTIONS

• General Operations
  • Support the shelter’s daily operations across various shifts to ensure a safe and welcoming environment.
  • Adapt to the unique responsibilities of each shift, which may include guest intake, breakfast service support, security checks, or closing and cleaning tasks.
  • Follow all shelter procedures as outlined in the Shelter Manual.
  • Provide direct support to guests while upholding dignity, safety, and comfort.
  • Maintain a visible presence to monitor guest activity and address safety concerns promptly.
  • Uphold cleanliness and sanitation standards, especially in communal areas and high-traffic spaces.
  • Attend required staff meetings and trainings to remain up to date on policies and best practices.
• Guest Support
  • Conduct guest intake screenings when assigned to evening shifts, including eligibility verification and orientation to shelter services and expectations.
  • Assist guests with morning check-out procedures and ensure an orderly departure when assigned to morning shifts.
  • Provide compassionate, trauma-informed support to guests during crises or challenging situations, using de-escalation and solution-focused strategies.
  • Connect guests with case management or advocacy services through the Enrichment Center as needed.
  • Clearly communicate expectations, rules, rights, and responsibilities to guests.
• Volunteer Coordination & Support
  • Collaborate with and support volunteers to ensure smooth operations, including meal service, guest engagement, and maintaining a welcoming environment.
  • Provide direction and answer questions to help volunteers fulfill their roles effectively.
• Documentation & Reporting
  • Complete accurate shift reports to ensure effective communication and continuity among shelter staff teams.
  • Use the Homeless Management Information System (HMIS) to document guest interactions, services provided, and case notes as required.
  • Maintain strict confidentiality regarding all guest information and records.
  • Complete incident reports for any safety, health, or behavioral concerns.
  • Report maintenance needs promptly to appropriate staff or supervisors.

QUALIFICATIONS

• A high school diploma is required; college experience with a background in social services is preferred.
• Previous experience in homeless services, mental illness/co-occurring behaviors, or substance disorders is strongly preferred.
• Strong communication skills.
• Ability to work collaboratively with diverse populations.
• Knowledge of homelessness issues and community resources.
• Proficiency in Microsoft Office Suite and case management software.
• Valid driver's license and reliable transportation.