Lead Shelter Support Staff

CENTRAL ARIZONA SHELTER SERVICES INC•Charlottesville, VA

13h

About The Position

The Lead Shelter Support Staff member provides leadership and support to staff during a shift and helps ensure a safe, orderly, caring, and productive shelter environment. The role assists clients with daily needs and provides community resources and referrals to help single adults experiencing homelessness establish and maintain permanent housing. This is a fast-paced position involving direct client support, staff supervision, and shelter operations. The lead supports staff through delegation, training, mentoring, coaching, workload coordination, and performance feedback to the Manager. The role also promotes a fair, respectful, solution-focused work environment and helps staff respond to conflicts, crises, and emergencies. In addition to leadership responsibilities, the position performs the duties of Shelter Support Staff. The position helps maintain smooth shelter operations by enforcing policies consistently, coordinating with internal and external contacts, monitoring beds and supplies, and reviewing shift records and incident reports. Work takes place primarily in public and indoor shelter settings, with occasional off-site venues and outdoor events in varied weather. The role uses standard office equipment and has physical demands that include standing, walking, handling and reaching, moving throughout facilities and campus sites, and lifting objects up to 25 pounds occasionally.

Requirements

At least 18 years of age.
High school diploma or equivalent.
Intermediate proficiency in Word, Excel, and Outlook calendaring.
Highly accurate data-entry skills.
Obtain CPR-First Aid certification within 90 days of employment.
Complete Naloxone (Narcan) training within 90 days of employment.
Excellent written and verbal communication skills.
Ability to provide clear-headed direction to staff during conflicts, crises, and emergencies.
Commitment to a solution-focused work environment and the intention to meet client expectations.

Nice To Haves

Experience working with people experiencing homelessness or poverty.
Bilingual in English and Spanish.

Responsibilities

Provide direct client support and staff supervision at the shelter.
Establish a fair, respectful, and supportive environment for clients.
Ensure staff provide high-quality customer service and embody CASS values.
Prepare daily chore lists for client volunteers; coordinate, train, and assist volunteers so duties are completed properly and promptly.
Attend to client needs, resolve issues, and escalate concerns when necessary.
Ensure staff and clients follow shelter and case management policies and procedures.
Provide clients with information and referrals, and document interactions in HMIS.
Mediate client disagreements, promote compliance with shelter policies, and seek manager or security support when needed.
Lead staff to help ensure a productive and successful shift.
Delegate assignments and work stations, balance staff workloads, and coordinate breaks and lunches to maintain coverage.
Train new hires, provide direction, and serve as a mentor and coach.
Assist and support staff, and provide performance feedback to the Manager for performance evaluations.
Provide employee recognition awards and team-building activities, and maintain a positive work environment free of harassment and bias.
Maintain knowledge of community resources and referrals and establish professional rapport with departments and outside agencies.
Foster a fair, consistent, solution-focused environment intended to engage clients and meet their service expectations.
Perform the duties of Shelter Support Staff.
Ensure policies and procedures are upheld fairly and consistently to maintain a safe, orderly, and caring environment.
Serve as a point of contact for Welcome Center transfers, volunteers, outreach groups, Crisis Navigators, and Case Managers.
Manage radio check-out and check-in for the shift.
Monitor bed occupancy to ensure maximum use.
Ensure staff conduct regular facility walk-throughs, identify safety concerns, and report them to the Supervisor, Facilities, or Security.
Review daily bed logs, client files, required paperwork, and HMIS entries for accuracy and completion before the end of the shift.
Review incident reports for accuracy and quality assurance, ensure shift incidents and client injuries are documented, and submit reports to management.
Report employee work-related injuries in accordance with the CASS Employee Handbook and coordinate transportation to an Occupational Health Provider.
Monitor shelter inventory and maintain necessary supply levels.
Coordinate receipt and distribution of donations.
Maintain organized stock of office and cleaning supplies and hygiene items, and distribute hygiene items to clients as needed.
Make sound decisions in the Supervisor's absence.
Perform other duties as required.
Administer Naloxone (Narcan) in an emergency situation as required by the position.