Shelter Monitor, (1228) Angel's Watch Shelter

Catholic Charities of the Archdiocese of Washington•Waldorf, MD

just now•Hybrid

About The Position

The Shelter Monitor is essential to the daily operations, safety, and culture of the Angel’s Watch shelter. This role ensures a secure, respectful, and well-functioning environment for guests experiencing homelessness. Reporting to the Shelter Program Supervisor, the Shelter Monitor oversees shift-based shelter activities, enforces program guidelines with compassion, and conducts guest intakes—including electronic bed assignments. Working from a trauma-informed, Housing First perspective, the Shelter Monitor de-escalates conflicts, follows emergency protocols, and maintains accurate logs and incident reports. This position requires professional, empathetic engagement with guests, staff, community partners, funders, and vendors to uphold a dignified shelter experience.

Requirements

High School diploma or GED required.
Six months experience in the human service or customer service field, preferably with persons who are homeless.
Basic computer skills in MS Office Software, web browsing, and navigation of MS Windows platform; or a willingness to be trained on developing computer skills.
Knowledge of principles and processes for providing customer service.
Ability to establish and maintain cooperative working relationships.
Ability to motivate and engage clients residing in the facility.
Ability to identify problems that are not easily defined and resolve them before the problem escalates.

Responsibilities

Monitor daily shelter activities, to include monitoring CCTV, to ensure safety, security, and adherence to program rules.
Conduct hourly facility wellness checks (interior/exterior) to identify hazards, maintenance needs, or security concerns.
Enforce shelter guidelines consistently and respectfully, addressing violations with de-escalation and restorative approaches when possible.
Respond promptly to emergencies, including medical incidents, fires, weather events, or behavioral crises, following established protocols.
Assist as required with preparing and distributing meals.
Complete guest intakes, including verification of eligibility, documentation, and electronic bed assignments.
Maintain accurate, real-time records of bed occupancy and availability.
Orient new guests to shelter rules, services, expectations, and guests’ rights.
Maintain detailed shift logs, including notable incidents, guest concerns, and facility issues.
Submit timely, objective incident reports to supervisory staff.
Communicate critical information during shift handoffs to ensure continuity of care.
Foster a welcoming, low-barrier environment aligned with Housing First principles.
Use trauma-informed communication to de-escalate conflicts and support guests in crisis.
Connect guests with internal services (case management, benefits, housing navigation) as directed.
Treat all guests with dignity, respect, and cultural humility.
Work collaboratively with shelter staff, security (if applicable), and community first responders.
Interact professionally with funders, vendors, and external partners during site visits or service delivery.
Participate in team meetings, trainings, and continuous quality improvement efforts.
Performs all other related duties as assigned