Overnight Shelter Monitor, (1214) 801 East Men's Shelter

Catholic Charities of the Archdiocese of Washington•Washington, DC

About The Position

The Shelter Monitor provides primary support to clients in shelter facilities within the Housing and Homeless Services Department. The role monitors daily shelter activities, enforces program rules and regulations, completes electronic bed assignments and shelter intake, conducts hourly facility rounds, and records relevant log entries and incident reports. The Shelter Monitor helps maintain a safe and orderly environment, follows emergency preparedness plans and policies, and de-escalates client behavior when needed. Interactions with shelter guests, coworkers, community stakeholders, funders, and vendors must be professional, trauma-informed, and grounded in a housing-first approach. The position works an overnight schedule from Saturday through Wednesday, 11:00 PM to 7:00 AM. Duties include client intake and referrals, facility safety checks and reporting, crisis intervention, conflict resolution, enforcing client rights and program rules, distributing supplies and meals, laundry and facility upkeep, and participating in emergency drills and quality improvement activities.

Requirements

High school diploma or GED.
Six months of experience in human services or customer service; experience with people who have experienced homelessness is preferred.
Knowledge of principles and processes for providing excellent customer service.
Computer skills, preferably in a PC, Windows-based/Office 365 environment, and web-based database software.

Nice To Haves

Experience working with people who have experienced homelessness.

Responsibilities

Complete computer- or web-based bed check-in and intake for clients during overnight and evening shifts, and provide referrals as appropriate.
Conduct hourly facility rounds and promptly record entries in computer- or web-based systems according to protocol.
Report potential or actual concerns and emergencies related to clients, staff, or facility safety and security to a supervisor or manager by phone when necessary.
Communicate with onsite team members, supervisors, management, janitorial staff, and security personnel to support the safety of clients and staff.
Provide crisis intervention, including conflict resolution, de-escalation, CPR, first aid, administering NARCAN when appropriate, calling 911, and completing unusual incident reports in the DC Department of Human Services reporting system.
Address client, staff, and facility issues with respectful, professional language and demeanor, using CPI de-escalation, 911 calls, incident reporting, and other appropriate responses.
Enforce program rules and regulations, including client rights and the Homeless Services Reform Act; mediate conflicts among shelter guests and complete rule-violation forms when appropriate.
Create a hospitable, customer-oriented environment for clients.
Report maintenance needs to a supervisor or assigned staff, using the web portal or internal process and following emergency maintenance protocols.
Help maintain shelter storage areas and report supply inventory needs to the responsible supervisor or assigned staff.
Support safe storage and ready access for clients’ self-administration of medication as needed.
Facilitate or participate in emergency facility drills, including fire, lockdown, and environmental hazard drills, as part of emergency response and continuity-of-operations assignments.
Distribute supplies and in-kind donations, including emergency food, clothing, and hygiene items, according to logbook and shelter policies.
Distribute and collect bed sheets and blankets, and perform laundry duties for bed sheets during the shift.
Assist with receiving delivered guest meals, monitor meals using ServSafe practices before distribution, and submit daily meal-quality reports to the funder through a web-based system.
Help maintain facility cleanliness by sweeping, mopping, emptying trash, cleaning surfaces, and cleaning spills.
Participate in the program’s quarterly continuous quality improvement process to improve onsite operations and practices.
Perform other job-related duties as assigned.