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

Catholic Charities of the Archdiocese of Washington•Washington, DC

About The Position

The Shelter Monitor provides primary support to clients at shelter facilities in the Housing and Homeless Services Department. The position monitors daily shelter activities, enforces program rules and regulations, performs electronic bed assignments and shelter intake, conducts hourly facility rounds, and completes log entries and incident reports. The Shelter Monitor helps maintain a safe and orderly environment, follows emergency preparedness policies, de-escalates client behavior as needed, and interacts with shelter guests, staff, community stakeholders, funders, and vendors professionally using trauma-informed and housing-first approaches. The role includes client intake and referrals, crisis intervention, communication with on-site teams and management, facility and supply upkeep, distribution of meals and supplies, laundry and cleaning duties, and participation in emergency drills and quality improvement activities. The work schedule is Sunday through Thursday, 7:00 AM to 3:30 PM.

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 people who have experienced homelessness.

Responsibilities

Perform computer- or web-based bed check-in and intake for clients during overnight and evening shifts, providing referrals as appropriate.
Conduct hourly facility rounds and promptly enter logs 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 on-site 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 system.
Address client, staff, and facility issues with respectful, professional customer service; use CPI de-escalation practices and complete incident reporting as needed.
Enforce program rules and regulations, including client rights and the Homeless Services Reform Act; mediate conflicts and complete rule violation forms as appropriate.
Create a hospitable, customer-oriented environment for clients.
Report facility maintenance needs through the appropriate staff or reporting system and follow emergency maintenance protocols.
Help maintain shelter storage areas and report supply inventory needs.
Support safe storage and access for clients’ self-administration of medication as needed.
Facilitate or participate in emergency facility drills, including fire, lockdown, and environmental hazard drills, and perform assigned emergency response and continuity-of-operations duties.
Distribute supplies and in-kind donations to clients, including emergency food, clothing, and hygiene items, following shelter policies and logbook procedures.
Distribute and collect bed sheets and blankets and perform laundry duties during the shift.
Assist with receiving delivered guest meals, monitor meal safety using ServSafe practices before distribution, and submit daily meal quality 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.
Perform other job-related duties as assigned.