: Shelter Advocate – Weekend

The Womens Center Inc•Waukesha, WI

8d•$18 - $19•Onsite

About The Position

The Shelter Advocate provides trauma-informed crisis intervention, advocacy, and support to shelter residents and hotline callers. The role works collaboratively with clients, staff, volunteers, and community partners to ensure quality services and effective shelter operations. The advocate must work assigned shifts, including evenings, weekends, overnights, and holidays as needed. This is a full-time, 32-hour-per-week, non-exempt position in Residential Services – Shelter, located at the 505 Building. The scheduled hours are Friday 4:00 p.m. to 12:00 a.m. and Saturday and Sunday 9:00 a.m. to 9:00 p.m.; some holidays are required. The position reports to the Director of Shelter and Transitional Living. The organization’s mission is to provide safety, shelter, and support to empower people impacted by domestic abuse, sexual violence, child abuse, and trafficking.

Requirements

Experience working or volunteering in domestic violence, sexual violence, human trafficking, crisis intervention, social services, or residential shelter programs.
Excellent organizational skills and attention to detail.
Ability to answer and engage with callers using a multi-line telephone system.
Knowledge of crisis intervention techniques and trauma-informed care practices.
Ability to remain calm, professional, and effective in high-stress or potentially confrontational situations.
Ability to work independently and contribute positively to a collaborative team environment.
Excellent verbal and written communication skills, including the ability to tailor information to diverse audiences.
Strong active listening, interpersonal, and customer service skills.
Reading comprehension sufficient to understand work-related written materials.
Ability to manage multiple priorities and meet documentation deadlines.
Sound judgment, critical thinking, and effective problem-solving in dynamic situations.
Ability to adapt and respond appropriately to changing client and program needs.
High school diploma or equivalent.
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.
Ability to evaluate situations, assess risks, determine appropriate courses of action, analyze information, and identify practical solutions while maintaining client safety and program integrity.
Valid driver’s license.
Ability to lift and carry up to 25 pounds, walk, bend, stoop, move throughout the shelter, navigate stairs regularly, and remain active throughout scheduled shifts, including during 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 referral services, 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.
Provide in-person advocacy at designated Waukesha County hospitals 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 day-to-day residential program operations and help maintain a safe, organized, welcoming, clean, sanitary, and orderly facility.
Coordinate and communicate with team members about client needs and program operations.
Maintain current, accessible information about community resources and referral options.
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 participate in staff meetings, training sessions, 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.