: Shelter Advocate – Weekend

The Womens Center•Waukesha, WI

3d•Onsite

About The Position

The Shelter Advocate provides trauma-informed crisis intervention, advocacy, and support services to shelter residents and hotline callers. The role collaborates with clients, staff, volunteers, and community partners to support quality services and effective shelter operations. The position is full-time, 32 hours per week, with assigned shifts Friday from 4:00 p.m. to midnight and Saturday and Sunday from 9:00 a.m. to 9:00 p.m.; some holidays are required. The advocate must be available for assigned shifts, including evenings, weekends, overnights, and holidays as needed. This is a non-exempt role in Residential Services – Shelter, based at the 505 Building, reporting to the Director of Shelter and Transitional Living. The role provides crisis response and support to people impacted by domestic violence, sexual violence, human trafficking, and child abuse. It supports day-to-day shelter operations, maintains accurate records, responds to emergencies, and works with colleagues and community partners to help ensure a safe, welcoming environment. The position requires a high school diploma or equivalent, a valid driver's license, English proficiency, and the ability to meet the listed physical demands. The employer states that reasonable accommodations may be made for individuals with disabilities.

Requirements

Experience working or volunteering in domestic violence, sexual violence, human trafficking, crisis intervention, social services, or residential shelter programs.
High school diploma or equivalent required.
Valid driver's license required.
Ability to read, write, speak, and understand English proficiently.
Ability to respond effectively to inquiries, concerns, and complaints from clients, regulatory agencies, community partners, and the public.
Knowledge of crisis intervention techniques and trauma-informed care practices.
Excellent organizational skills and attention to detail.
Ability to answer and engage with callers on a multi-line telephone system.
Ability to remain calm, professional, and effective in high-stress or potentially confrontational situations.
Ability to work independently while contributing positively to a collaborative team environment.
Excellent verbal and written communication skills and ability to tailor information to diverse audiences.
Strong active listening, interpersonal, and customer service skills.
Reading comprehension skills for work-related documents.
Ability to manage multiple priorities and meet documentation deadlines.
Ability to exercise sound judgment, critical thinking, and effective problem-solving in dynamic situations.
Ability to adapt and respond appropriately to changing client and program needs.
Ability to evaluate situations, assess risks, determine appropriate courses of action, analyze information, and identify practical solutions while maintaining client safety and program integrity.
Ability to lift and carry up to 25 pounds, walk, bend, stoop, move throughout the shelter, navigate stairs regularly, and remain active throughout shifts, including conducting safety rounds.

Responsibilities

Provide crisis intervention, advocacy, emotional support, and resource referrals to shelter residents and hotline callers.
Help maintain a safe, supportive, and welcoming environment for people impacted by domestic violence, sexual violence, human trafficking, and child abuse.
Provide primary staff coverage for the 24-hour crisis hotline, including information and referrals, crisis intervention, and pre-screening prospective shelter residents.
Use a trauma-informed and client-centered approach when interacting with clients.
Assist clients with transportation, community resources, and other supportive services.
Mediate conflicts between residents and promote a safe, respectful living environment.
Conduct routine facility rounds to support the safety and security of residents, visitors, and staff.
Respond to designated Waukesha County hospitals to provide in-person advocacy when necessary.
Maintain strict confidentiality regarding client information and services.
Maintain accurate, timely, and complete client records, reports, and statistical data.
Document client interactions, hotline calls, services provided, and other required information in electronic databases and paper files during each shift.
Follow organizational policies and procedures and applicable local, state, and federal regulations.
Support the day-to-day operation of residential programs and help maintain a safe, organized, welcoming, clean, sanitary, and orderly facility.
Coordinate and communicate with team members regarding client needs and program operations.
Maintain current, accessible information about community resources and referrals.
Receive, document, organize, and distribute donations as appropriate.
Respond appropriately to emergencies, crises, and safety concerns.
Welcome visitors, donors, and community members and direct inquiries to appropriate staff.
Attend and actively participate in staff meetings, training, and professional development opportunities.
Collaborate with colleagues to support client needs and organizational goals.
Perform additional duties as assigned in support of the organization's mission, vision, and values.