Senior Support Staff

Father Bills & Mainspring•Brockton, MA

4d•$19 - $20

About The Position

The Senior Support Staff plays a critical leadership role in ensuring the safety, structure, and smooth operation of the individual shelter at the Smith Family Housing Resource Center. The role enforces rules and regulations, monitors security, responds to emergencies, and maintains documentation and communication in accordance with program guidelines. It also provides direct support to guests, initiates crisis intervention when needed, and helps maintain a professional and compassionate environment. The Senior Support Staff mentors General Support Staff, assists with staff training and development, and serves as a liaison between management and frontline staff on operational and guest-related concerns. The position requires leadership in crisis management, careful record-keeping, and adherence to professional boundaries and confidentiality standards. It reports directly to the Operations Coordinator/Operations Manager. The stated hours are 11 p.m. to 8 a.m.

Requirements

Empathy and understanding of people experiencing homelessness and related issues.
Professionalism in service delivery, relationship-building, collaboration, and representing the organization.
Appropriate communication skills, including communicating in positive or difficult conversations and articulating the organization's goals.
Record-keeping skills, including data entry and case-file updates.
Practical and technical job knowledge.
Acceptable attendance and punctuality.
Reliability in completing tasks and follow-up, following instructions, responding to management direction, and seeking feedback.
Initiative, flexibility, and willingness to take on additional duties.
Adherence to workplace safety expectations, regulations, policies, and processes.
Commitment to the organization's mission and operating principles, and ability to work as part of a team.
Valid driver's license and good driving record.
Ability to convey detailed information or instructions accurately or quickly, hear ordinary conversations and information, and meet average visual acuity needs.
Ability to stand or move around for extended periods, lift up to 25 pounds, and bend, stoop, or kneel.
Ability to work in a fast-paced and bustling environment.

Responsibilities

Ensure the safety of guests and the site.
Promote collaboration, communication, and teamwork among staff on shift, with a focus on guest safety and well-being.
Enforce rules and regulations to support smooth site operations.
Respond to emergencies, document events, and communicate according to established guidelines.
Support supervisors with shift call-outs and finding replacements, and ensure adequate shift coverage while on duty.
Support management in ensuring staff attend and complete trainings.
Lead communication and care coordination when a manager is absent and emergency services or law enforcement are on site.
Ensure incident reports are thoroughly written and distributed appropriately.
Support management with organizing supplies and in-kind donations.
Complete or ensure completion of intake for new guests.
Provide support and structure, and attend to guest or resident problems and concerns.
Initiate crisis intervention when necessary.
Maintain documentation required by program guidelines.
Attend and actively participate in meetings and trainings as requested.
Monitor security cameras, site entry, and telephones professionally.
Communicate behavioral, health, and safety concerns to appropriate staff or personnel.
Protect resident and guest privacy in accordance with agency policies and applicable law.
Complete shift tasks according to program guidelines.
Mentor and lead General Support Staff.
Lead crisis management to keep shelter operations running smoothly and meet guests' needs with urgency and care.
Assist with training and developing new staff.
Observe and promote safety and security procedures and use equipment and materials properly.
Undertake local travel if required.