Housing Advocate Shift Lead (Day Shift)

Neighborhood Service Organization•Detroit, MI

11d•Onsite

About The Position

The Housing Advocate Shift Lead plays a key leadership role in fostering a safe, welcoming, and empowering environment for all shelter guests and team members. This position provides day-to-day direction, mentorship, and support to team members to ensure consistent, high-quality service delivery. The Lead Advocate helps maintain a strengths-based, trauma-informed culture that promotes collaboration, accountability, and continuous learning across all shifts. This role acts as a bridge between direct service staff and program leadership, helping to communicate expectations clearly, encourage professional growth, and model integrity and compassion in every interaction.

Requirements

High School Diploma or GED
Ability to use technology, including Microsoft office, an electronic database.
Ability to document/communicate effectively verbally, in writing, and via email.
Ability to work effectively as a team, demonstrating a professional demeanor and maintaining clear lines of communication with teammates and leadership.
Professionally represent NSO and promote NSO mission and vision statements.
Promote a harmonious work environment.
Ensure consumer satisfaction through process of monitoring, improving, and delivering excellence in program services.
Open to new approaches and taking the steps to increase knowledge, skills and abilities, both from within and outside NSO.
Model the Pillars and guiding principles of NSO at all times.
Compassionate, trauma-informed, and client-centered approach
Strong leadership and team-building skills
Effective coaching, mentoring, and conflict resolution abilities
Clear, respectful, and professional communication
Sound judgment and crisis intervention ability
Detail-oriented with strong organizational skills
Commitment to equity, inclusion, and continuous improvement
Reliable Transportation
Ability to stand for long periods of time, walk long distances, bend, stoop, and lift-up to 25lbs.
Ability to interact with clients using compassion, empathy, dignity, and respect.
Ability to adapt rapidly to changes in environment, policies, and protocols.

Nice To Haves

Experience in customer service, human services or related field preferred but not required.
Some completion of college coursework in Social Work, Psychology or related field preferred but not required

Responsibilities

Welcome and engage each client with empathy, compassion, and respect, creating a supportive atmosphere that promotes trust and safety.
Conduct client intake, orientation, and initial screenings to ensure smooth transitions into shelter services.
Build positive rapport and encourage client strengths, resilience, and progress toward housing stability.
Provide crisis support and de-escalation using trauma-informed and person-centered approaches.
Ensure client access to essential services such as meals, showers, laundry, clothing, and hygiene supplies in a respectful and equitable manner.
Promote and maintain a clean, safe, and secure shelter environment through regular health and safety checks.
Conduct weekly room inspections and provide constructive feedback in a supportive and solution-focused way.
Monitor shelter spaces and respond calmly and effectively to safety concerns or emergencies.
Support facility organization, cleanliness, and the management of supplies and donations.
Oversee client belongings stored on-site, maintaining organization and accountability.
Serve as an on-site leader and resource for staff, ensuring smooth operations and a unified team approach across shifts.
Model professionalism, empathy, and accountability in all interactions with clients and colleagues.
Foster an inclusive, positive, and collaborative work culture that values each team member’s contributions.
Provide guidance, feedback, and informal coaching to staff, helping them develop their confidence and skills.
Support new team members through on-site orientation, training, and mentorship opportunities.
Communicate schedule changes, call-offs, and staffing needs to the Program Manager, assisting with coverage when needed.
Participate actively in team meetings and collaborative problem-solving to strengthen shelter operations.
Build and maintain strong working relationships with colleagues, volunteers, donors, contractors, and partner agencies.
Accurately record client interactions, incidents, and shelter activities in the Homeless Management Information System (HMIS).
Track and report daily census, bed availability, and referral activity.
Complete timely and objective incident and shift reports.
Support adherence to agency policies, procedures, and grant compliance requirements.
Participate in required trainings to enhance professional growth and service quality.