Shelter Specialist, FT Sunday-Thursday 3pm-11pm (37.5 hours/week)

Background check required

Location:

Main Office/Hybrid at agency discretion

Hours

37.5 hours/week, as scheduled between the hours of Sunday-Thursday 3pm-11pm

FLSA Classification

Non-exempt horuly- $20.50 with shift differentials

Salary hourly range - $ 25.00 - $ 27.00

General Summary

The Shelter Specialist plays a pivotal role in supporting the service delivery for emergency shelter placements through 211CNY to ensure staff are following the policies and procedures outlined by the Department of Social Services. This position provides real-time support for call center staff responsible for conducting assessments and coordinating shelter placements for individuals and families experiencing homelessness. This support includes providing real-time guidance, determining eligibility, reviewing documentation, and entering data into the Homeless Management Information System (HMIS). The Shelter Specialist also acts as 211 Community Connector in the call center as needed and functions as an active call center team member to achieve agency and department goals.

Duties And Responsibilities

• Support crisis center staff in conducting homeless assessments and arranging shelter placements in accordance with shelter policies and protocols
• Ensure that clients receive compassionate and respectful service during assessments and placements
• Answer and place calls on assigned lines with compassion and in accordance with the organization's training and scope
• Be equipped to apply crisis intervention tools and techniques and make appropriate connections to community safety net programs.
• Document and review calls in an accurate and timely manner in both call management and HMIS softwares
• In conjunction with Shelter Coordinator, communicate with DSS, shelters, and other emergency housing providers and report timely updates to staff and on call team
• Address escalated client concerns and provide solutions in a timely manner
• Provide shelter training for new staff and offer continuing education as needed
• Regularly achieve a satisfactory or above rating for calls monitored on assigned lines
• Meet call center performance metrics, as defined by agency and accrediting bodies
• Uphold confidentiality and adhere to ethical guidelines while handling sensitive information
• Represent the organization at community meetings and events
• Attend mandatory staff meetings and participate in Contact provided training, workshops, and continuing education to stay updated in the field.
• Perform additional responsibilities as they develop and are assigned
  
  

Education Requirements

Associates Degree in Human Services or related field required, Bachelors preferred

Previous Experience Preferred

Crisis counseling/mental health experience with a demonstrated ability to effectively manage crises; experience linking people with needed community resources, particularly those involving shelter and/or housing; experience with various computer programs, particularly shared databases; experience mentoring and training others

Knowledge and Skills Needed to Perform Effectively in this Position

• Strong empathy, active listening, communication, teamwork, and interpersonal skills
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and compassionately
• Strong problem-solving abilities and critical thinking skills to assess needs and provide appropriate referrals
• Ability to work under pressure and handle high call volumes while maintaining a calm demeanor
• Proficiency in using computer systems and databases for documentation and resource navigation
• Function autonomously and exercise good judgment and decision-making skills, particularly during crisis situations
• Quickly adjust to rapidly changing situations and environments and demonstrate flexibility in handling various types of crises
• Efficiently manage multiple tasks simultaneously, including answering calls, documenting information, and coordinating with partnering agencies
• Work closely with team members and supervisors to ensure seamless operations
  
  

Additional Requirements

• Successful completion of standardized training program within scheduled timeframe, as determined by Inform USA and American Association of Suicidology accreditation standards
• Required to pass AAS Crisis Specialist and Inform USA Community Resource Specialist certification exams as soon as eligible and meet qualifications to maintain certifications
• Strong attendance and punctuality- able to consistently show up on time and work full scheduled shifts and ability to provide advanced notice for time off requests
• Work schedules are determined based upon call volume trends. This position requires working some holidays and working weekends (most staff work Saturday or Sunday, and some work both days of the weekend).
• This position is designated as essential staff. Essential employees perform work involving the safety of human life or the protection of property. Due to this designation, you will be required to report to work for your regular shift in the event the business office is closed due to an emergency. This is a condition of your employment.
  
  

Physical Dimensions (Job-related physical abilities an individual needs to possess in order to perform the job in a satisfactory manner)

• Sitting at a computer for long periods of time; answering the phone
• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities
  
  

This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an 'at will' employment relationship.

Contact Community Services, Inc. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.