Shelter Monitor, (1214) 801 East Men's Shelter

Catholic Charities Archdiocese of Washington•Washington, DC

2d•Onsite

About The Position

The Shelter Monitor provides primary support to clients in shelter facilities in the Housing and Homeless Services Department. The position monitors daily shelter activities, enforces program rules and regulations, completes electronic bed assignments and shelter intake, conducts hourly facility rounds, and records pertinent log entries and incident reports. The Shelter Monitor helps maintain a safe and orderly environment, follows emergency preparedness plans and policies, de-escalates client behavior as needed, and interacts with shelter guests, staff, community stakeholders, funders, and vendors in a professional, trauma-informed, and housing-first manner. The role includes overnight and evening intake and bed check-in work, crisis intervention, facility safety and maintenance reporting, distributing supplies and donations, supporting meal receipt and monitoring, laundry, and facility cleanliness. The Shelter Monitor also participates in emergency drills and the program’s quarterly quality improvement process, and performs other job-related duties as assigned.

Requirements

High school diploma or GED.
Six months of experience in human services or customer service; experience with people who have experienced homelessness is preferred.
Knowledge of principles and processes for providing excellent customer service.
Computer skills, preferably in a PC, Windows-based/Office 365 environment and web-based database software.

Nice To Haves

Experience working with persons who have experienced homelessness.

Responsibilities

Complete the computer- or web-based bed check-in and intake process for clients during overnight and evening shifts, and provide appropriate referrals as needed.
Conduct hourly facility rounds and promptly record log entries through computer- or web-based systems according to protocol.
Report potential or existing program concerns and emergencies involving clients, staff, or facility safety and security to a supervisor or manager by phone when necessary.
Communicate with onsite team members, supervisors, management, janitorial staff, and security personnel to support client and staff safety.
Provide crisis intervention, including conflict resolution, de-escalation, CPR, first aid, administering NARCAN when appropriate, calling 911, and completing unusual incident reports in the DC Department of Human Services reporting system.
Address client, staff, and facility issues with respectful, professional language and customer service.
Use the CPI de-escalation approach and follow incident response and reporting procedures.
Enforce program rules and regulations, including client rights and the Homeless Services Reform Act.
Mediate and resolve conflicts among shelter guests and complete rule violation forms as appropriate.
Create a hospitable, customer-oriented environment for clients.
Report facility maintenance needs through the supervisor, assigned program staff, web portal, or internal process, following emergency maintenance protocols.
Assist with maintaining shelter storage areas and report supply inventory needs to the responsible supervisor or staff member.
Assist with safe storage and ready access for clients’ self-administration of medication as needed.
Facilitate or participate in emergency facility drills, including fire, lockdown, and environmental hazard drills, as part of emergency response and continuity of operations assignments.
Distribute supplies and in-kind donations to clients, including emergency food, clothing, and hygiene supplies, according to logbook and shelter policies.
Distribute and collect bed sheets and blankets, and perform laundry duties for bed sheets during the shift.
Assist with receiving daily guest meal deliveries and monitor meals using ServSafe practices before distribution.
Submit daily meal quality status reports to the funder through a web-based system.
Help maintain facility cleanliness, including sweeping, mopping, emptying trash, cleaning surfaces, and cleaning spills.
Participate in the program’s quarterly continuous quality improvement process to improve onsite operations and practices.
Perform other job-related duties as assigned.