Shelter Support Staff

Position Description

Franciscan Outreach’s mission is to provide healthy meals, safe shelter and critical services that affirm the dignity of men and women who are marginalized and homeless and empower them to gain the stability they need to transition into permanent housing. The Shelter Support Staff is considered an essential position and supports this mission by providing direct services, assuring the safety and security of program participants, helping them adapt to community living and program policies, and ensuring the effective operation of the shelter program. Hours vary depending on the shelter location.

Essential Duties & Responsibilities:

• Complete daily reports, signin sheets, incident reports, and other paperwork as assigned
• Performs general administrative functions such as noting within the communication log, answering the phone, and responding to inperson inquiries in a professional manner
• Receives new guests, verifies homelessness status, completes intake paperwork, creates proper client files, completes HMIS intake, and orients new clients to the shelter and its policies
• Assist guests in the development of daily independent living skills, including laundry, meal preparation, and clean up, personal hygiene, and maintaining a schedule of activities
• Provides appropriate requested information and directs requests for service to case managers
• Monitors the activities of clients to ensure the safety of guests, volunteers, and staff
• Perform securityoriented duties including periodic checks of the facility and surrounding property
• Maintains overall cleanliness and sanitation of the shelter
• Records guest attendance, maintains bed count, and ensures shelter capacity
• Assist guests and encourage compliance with shelter routines and rules
• Holds shelter guests accountable for upholding program rules and expectations
• Communicates any guest related issues or concerns to shelter management
• Help guests work through conflict with others living in a shelter
• Conduct bed check during the night
• Assist with maintaining the shelter clean, restocking supplies, and completing shelter laundry
• Communicate observations and interactions with guests to shelter management and shelter case managers through documentation in the daily log, record any unusual happenings
• Become familiar with events that have occurred since his/her last shift
• Prepare and set up meals, following all food safety guidelines
• Provides crisis intervention as needed, including determining when it is necessary to involve other staff, management, or the authorities
• Collaborate with community and fulltime volunteers during shift and help with questions or issues when necessary
• Sort and distribute mail according to policies and procedures
• Complete documentation for inkind donations as needed
• Report any facility or equipment maintenance needs to appropriate staff
• Treat guests in a culturally sensitive manner
• Participating in program, department, and agency meetings and relevant training
• Adherent to agency policies, procedures, and professional code of ethics
• Completes accurate work time sheets weekly
• Performs all duties as assigned, including other duties as required

Skills needed:

• Demonstrates an understanding and commitment to the organization’s mission, vision, and core values
• Ability to establish and maintain professional boundaries in working with guests
• Ability to work effectively in a constantly changing and sometimes demanding, highpaced, and stressful environment
• Ability to work with a diverse population, with sensitivity to differences in culture, religion, sexual orientation, race, age, and physical and mental illness
• Ability to manage multiple projects with demanding and competing deadlines, superior organizational skills, and the ability to maintain quality work. Ability to work independently or in a team
• Demonstrates a positive attitude, selfmotivation, organization, and resourcefulness while maintaining a reputation through proven action of being team and guest oriented and willing to assist where/when needed.
• Ability to negotiate with different personalities and work under competing priorities
• Ability to assess emergencies and respond effectively.
• Demonstrated proficiency in using Microsoft Outlook, Word, Excel, and other applications as well as experience using and entering data into HMIS or other client databases
• Must be able to obtain a HMIS/Service Point license
• Ability to work with individuals who are experiencing homelessness
• Ability to remain alert and on duty throughout shifts
• Ability to effectively use conflict resolution and deescalation techniques
• Ability to communicate well both orally and in written form, and follow detailed instructions
• Ability to accurately record information for required guests and staff documentation
• Ability to apply policies fairly and consistently
• Physical ability to lift 25 pounds, sit, stand, bend, reach, and perform cleaning duties

Qualifications:

• High school diploma or GED
• Maintain Food Managers Certification
• Basic computer skills including use of the Windows Office Suite programs
• May be required to become First Aid/CPR certified
• May be required to become certified in overdose prevention and administer Naloxone
• General knowledge of substance uses and mental health disorders
• Knowledge of Housing First, Trauma Informed Care, and Harm Reduction principles
• Valid Driver’s License and clean driving record a plus

Additional Requirements:

All staff are expected to abide by the policies of Franciscan Outreach including, but not limited to rules governing ethics, confidentiality, dual relationships, honesty, and integrity. All staff are expected to always act in good faith and in keeping with the mission and values of Franciscan Outreach. Staff must have a commitment to serving the guests of Franciscan Outreach and to contributing to a positive, respectful, and accepting environment.

Franciscan Outreach is an Equal Opportunity Employer