Lead Client Ambassador -11-037- SC/Bell Shelter

The Salvation Army Southern California•Bell, CA

3d•Onsite

About The Position

The Lead Client Ambassador supports the day-to-day coordination of Client Ambassadors and helps maintain a safe, orderly, respectful, and welcoming environment throughout Bell Shelter. The role provides guidance to Client Ambassadors, coordinates shift activities, communicates operational needs, and helps ensure established safety, engagement, and facility procedures are followed. It is a lead position without direct supervisory or management authority over Client Ambassadors. The Lead Client Ambassador works closely with Assistant Managers and the Manager of Safety & Engagement to support daily shelter operations, identify and address participant and facility concerns, and promote effective communication across shifts and departments. Duties include coordinating shift responsibilities, monitoring shelter areas and safety, assisting with participant engagement and front desk operations, supporting accurate documentation, and collaborating with other departments. Work is primarily field-based at the shelter, with office responsibilities and possible travel to community agencies and other locations. The role involves frequent movement and may include challenging or unpredictable situations and frequent interruptions. Evening, weekend, holiday, extended-hour, or emergency work may be required based on program needs. Reasonable accommodations may be provided for qualified individuals with disabilities.

Requirements

High school diploma or equivalent.
At least six months of experience working with individuals experiencing homelessness and/or vulnerable populations.
If in recovery, must have two years of sobriety.
Basic literacy skills.
Obtain CPR and First Aid certification before employment and annually thereafter.
TB clearance before hire and annually thereafter.
Understand and support The Salvation Army's mission.
Ability to exercise sound judgment when carrying out assignments independently.
Good time management skills.
Good oral and written communication skills.
Strong workplace ethics and understanding of confidentiality protocols.
Ability to answer telephone calls, greet visitors, and interact courteously, professionally, and respectfully with clients and staff.
Ability to use office equipment, including fax and copy machines.
Ability to work any shift and/or assigned schedule.

Nice To Haves

Experience in mental health and/or addictions fields.

Responsibilities

Provide day-to-day direction, guidance, and support to Client Ambassadors during assigned shifts.
Coordinate Client Ambassador activities and ensure required shift responsibilities are completed.
Serve as a lead resource on shelter procedures, participant concerns, and daily operations.
Assist management with coordinating Client Ambassador coverage and shift activities.
Identify operational concerns, staffing needs, or performance issues and communicate them to the appropriate manager.
Support consistent implementation of shelter policies, procedures, and expectations; provide coaching and clarification without formal supervisory or disciplinary authority.
Assist with shift pass-downs and communicate important information between shifts.
Conduct and coordinate routine rounds; monitor participant and guest activity, reception office video monitors, and facility conditions.
Ensure Client Ambassadors complete required rounds, monitoring, and safety checks.
Assist with emergencies, incidents, behavioral concerns, and de-escalation when appropriate; escalate significant concerns to management.
Identify maintenance, health, fire, cleanliness, or safety concerns for follow-up.
Promote a welcoming, respectful, and trauma-informed environment for participants, guests, and staff.
Assist Client Ambassadors with participant questions, concerns, requests, and grievances, escalating issues that require management intervention.
Support respectful and consistent explanation and reinforcement of shelter rules and expectations.
Assist with monitoring participant social activities and common areas, and support medication monitoring and other participant wellness activities within the role's scope and established procedures.
Ensure Client Ambassadors maintain accurate shift logs, incident reports, and other required documentation; assist with timely and accurate completion.
Review shift information and communicate significant incidents, concerns, and operational issues to the Assistant Manager or Manager of Safety & Engagement.
Maintain confidentiality and comply with organizational, program, and funder requirements.
Support professional front desk operations, including answering and directing calls, greeting and directing visitors, and providing basic information about shelter services, programs, and facility procedures.
Assist with front desk concerns and escalate issues when appropriate.
Collaborate with Case Management, Program Management, Security, Maintenance, Intake, and other departments as needed.
Assist management in identifying operational concerns and opportunities to improve safety, engagement, and client experience.
Participate in required meetings, trainings, and department activities, and support implementation of new procedures, practices, and initiatives.