Program Support Lead

Share•Vancouver, WA

5d•Onsite

About The Position

The Program Support Lead plays a critical role in ensuring smooth operations across four emergency shelters and one permanent supportive housing site. This position provides hands-on support, staff training, and operational oversight to maintain high standards of service delivery and compliance with organizational policies.

Requirements

Excellent communication and organizational skills.
2 years relevant experience
Superior interpersonal relationship skills and boundary management.
Strong skills in crisis intervention and conflict resolution.
Ability to work independently and adapt to changing priorities.
Willingness to travel between multiple sites and work flexible hours, including on-call shifts.

Nice To Haves

Experience in shelter or housing program operations.
Experience working with the unhoused.
Experience working in a trauma-informed setting.

Responsibilities

Participate in the on-call rotation with program directors, serving as primary or backup on-call. In general, this would be 8-9 days per month (24-hour coverage) and would coincide with regularly scheduled shifts often.
Respond to urgent situations during on-call shifts, including staff support and crisis intervention.
Deliver training to staff on documentation standards, intake procedures, shift expectations, and organizational policies.
Provide ongoing guidance to staff in areas such as crisis de-escalation, conflict resolution, client engagement, and policy adherence.
Model the behaviors expected of all Engagement Specialists and reinforce the tone and demeanor in this role.
Maintain a visible presence across all locations during work hours, conducting check-ins and offering support.
Work shifts at sites when coverage is unavailable and performs all Engagement Specialist duties while covering.
Assist with finding coverage for call-outs while also actively reviewing shelter schedules to fill in gaps with on-call staff.
Respond to facility issues, safety incidents, and ensure timely resolution.
Monitor inventory and assist with cleaning tasks as needed to maintain safe and welcoming environments.
Complete other projects and assignments as requested by Program Directors.
Track staffing challenges and patterns to inform future planning.
Collaborate with program directors to address coverage gaps and operational needs.
Track training requirements and make sure all staff are up to date.
Ensure accurate and timely documentation of incidents, staffing issues, and operational updates.
Support adherence to organizational policies and procedures across all sites.