Shelter Services Program Aide

Position Title: Program Aide

Candidate: TBD

Department: Shelter Services

Supervisor: Shelter Operations Manager

FLSA: Full-Time/Hourly/Non-Exempt

Salary Range: $25.00 per hour with eligible differential pay pending shift assigned

Effective Date: A S A P

OUR IMPACT

For over 50 years, Samaritan House has been leading the fight against poverty in San Mateo County. We’re the

only organization that delivers the full breadth of essential services and personalized support to the working poor.

By ensuring our clients are fed, clothed, healthy, and housed, we help them create their own stability and remain

an active, successful part of our community. After all, an enduring community is only possible when every person

has the resources they need to live.

OUR CULTURE

We’re passionate about providing our employees with a supportive work environment and experiences that help

them grow. We offer excellent opportunities for individuals with proven strong, creative, results-driven leadership

skills and stellar work ethics. We welcome candidates who love working with people of diverse backgrounds and

want to make a difference by fostering community care for our neighbors in need.

YOUR IMPACT

Under the general supervision of the Shelter Services Operations Manager, all Shelter Resident Specialists (also

known as Program Aides) regardless of status (Temporary to Regular; On Call to Full Time) coordinate the orderly

operation of Samaritan House’s Shelter Services Sites and facilitate the delivery of quality services to clients. This

position also works with vendors and community support services to support the Agency’s Shelter Services

program needs and the needs of our clients. Samaritan House Shelter Services Program has three Shelter Sites-

Safe Harbor Shelter located in South San Francisco, El Camino House located in San Mateo and Pacific Emergency

Services located in Redwood City. Safe Harbor Shelter is a 90-bed congregate shelter for homeless adults. Pacific

Emergency Services is a 70+ Room non-congregate Hotel Shelter Program. El Camino House is a 45+room non-
congregate Hotel Shelter Program. Our clients in our programs include individuals experiencing various forms of

crisis, including some of whom have substance abuse problems and/or mental illness. Samaritan House Shelter

Services seek to provide the assistance clients need to regain their self-sufficiency. Shelter Resident Specialists

(also known as Program Aides) are responsible for assuring delivery of excellent services, the security and safety

of clients as well as safe environments including our properties, facilities and building during each assigned shift.

Each Shelter Resident Specialist/Program Aide will follow a specified set of protocols to ensure all assigned tasks

are completed throughout each shift. All Shelter Services employees regardless of role must have flexible

schedules to support the 24/7 operations of the program- this includes Early Morning, Day, Afternoon, Evening,

Swing and Grave Shifts. All Program Aides work in teams of two or more depending on shift and need.

JOB QUALIFICATIONS

Please note our preferred and in some cases required qualifications for this position:

EDUCATION:

 AA in Non-Profit Administration, Human Services or related field

 Minimum Education is GED or High School Diploma

EXPERIENCE: 1-2 years of experience in the following:

 Working in a congregate or non-congregate residential facility - Shelter Experience.

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 Familiarity and experience working with dual-diagnosed individuals; mental health and or substance

abuse issues.

 Knowledge, Experience and Commitment to housing and homeless issues is essential. Knowing how to

navigate and support individuals in crisis or experiencing homelessness.

PREFERRED CERTIFICATIONS, LICENSES and SPECIAL SKILLS:

 Experience with Clarity Database or other client tracking databases.

GENERAL REQUIREMENT:

 Ability to work flexible schedules is essential.

 Excellent communication skills both verbal and written required. Ability to follow directions

independently and apply what is learned.

 Ability to establish and maintain successful and effective interpersonal relationships with all agency

constituents. Must be able to work independently and collaboratively within teams.

 Excellent Computer Proficiency with Microsoft Office Suite including data entry and information

management systems. Ability to quickly learn various computer programs and databases.

 Proven ability to conduct all interactions with all constituents in a highly ethical manner demonstrating

high level of integrity, transparency and compassion in all work.

 Ability to meet deadlines and complete all work in a timely manner.

 Excellent data entry skills; strong organizational and time management skills; strong and effective

multitasking skills. Accuracy and attention to detail is important as well as flexibility to meet the evolving

needs of the department in a fast-paced work environment.

 Strong ability to maintain confidentiality and maintain excellent professional boundaries with

constituents.

 Ability and desire to work with various constituents of diverse backgrounds.

 Demonstrated ability to exercise appropriate judgment with tact and diplomacy both under normal and

stressful situations. Must be able to maintain appropriate composure and professionalism when faced

with escalated situations.

 Positive and resilient attitude with ability to maintain grace under pressure, excel and contribute to a

collegial and friendly working environment. Have a sense of humor and a collaborative spirit.

 Demonstrated solutions-based approach to problem solving in an effective, efficient and timely manner.

Ability to be creative and show initiative. Self-starter. Ability to de-escalate issues.

 Ability to follow Agency Policies and organize required activities according to Samaritan House policies,

procedures and best practices which include any related federal, state, or local agency requirement.

 Clean driving record- ability to get to and from job sites within the Agency as assigned.

PHYSICAL REQUIREMENTS AND BACKGROUND CHECK

References will be conducted by Samaritan House prior to employment. CES and Shelter staff will undergo formal

criminal record background checks. You must have the physical, visual and auditory ability to perform the

essential functions of the job, ensure a safe/secure work environment and respond to any emergencies with or

without reasonable accommodations. Work involves occasional travel. Regular and repeated use of motor

coordination and hand motions for computer data entry and writing. Extended periods of sitting. Must be able to

focus on single or multiple subject matters for extended periods of time. Candidate should have the physical

ability to occasionally lift and/or move items (approximately 15 lbs.). Occasional sitting, walking, carrying,

reaching, speaking, listening for extended periods of time. Work environment can be high stress and fast paced

due to crisis intervention. This position will require use of company mobile devices which will be provided.

ESSENTIAL FUNCTIONS OF THE JOB

RESIDENT CLIENT CUSTOMER SERVICE DELIVERY

1. Ensure the delivery of excellent and quality customer service in all aspects of the program as needed.

Deliver all service with a demonstrated commitment to treat clients, volunteers, and co-workers in a

kind, compassionate manner at all times.

2. Respond to the needs of clients and listen to their concerns or inquiries. Manage any situations that

arise, acting professionally, appropriately and within boundaries to resolve problems.

SHELTER SAFETY AND RISK MANAGEMENT

1. Safely respond to any emergencies including but not limited to accidents, fire, police, client medical

emergency etc.

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2. Maintain safe shelter property and program environment (inside, outside) and storage areas in a clean,

safe condition including all appliances and alarm system (with maintenance).

3. Be responsible for minor shelter repairs and maintenance. Conduct monthly walk-through tours with

Shelter Operations Manager of the facility to identify needed repairs and maintenance.

4. Know the current disaster plan for the shelter unit. Participate with the Shelter “safety team” maintaining

and knowing how to execute a site’s emergency plan. Participate in evaluation of emergencies as

needed.

5. Participate with all fire, health, and other needed facility inspections. Conduct monthly fire drills at

Shelter Sites as requested.

HOW TO APPLY

Interested candidates for this position will be required to submit a cover letter and resume to:

SAMARITAN HOUSE HR Specialist/Recruiter

4031 Pacific Blvd. San Mateo, CA 94403

E-mail: [email protected] Via facsimile: (650) 294-4336

No phone calls, please! Samaritan House is an equal opportunity employer. Because of the volume of

applications Samaritan House receives, we regret we are not able to respond to every applicant

individually. If your skills and experience are a good match for this position, we will contact you for an

interview.