Shelter Support Specialist: on-call

Northern Virginia Family Services•Manassas, VA

3d•Onsite

About The Position

Join the NVFS Family as a Shelter Support Specialist and provide essential 24-hour awake coverage and supervision at the SERVE Emergency Family Shelter. Your role will be critical in creating a safe, welcoming, and trauma-informed environment for individuals and families experiencing homelessness, helping them begin their journey toward housing stability. As essential personnel, you will play a vital part in the safety, security, and daily operations of the shelter. You will build positive relationships with guests, respond to their needs with empathy and professionalism, and collaborate with Housing Counselors and the team to support guests in achieving their housing goals. This position utilizes evidence-based, person-centered approaches such as Motivational Interviewing, Trauma-Informed Care, and Harm Reduction Strategies. Consistent attendance, punctuality, and reliability are crucial for uninterrupted shelter operations and the safety and well-being of guests. The SERVE Shelter offers stability, dignity, and support during difficult times, and as a Shelter Support Specialist, you are key to creating a compassionate environment while helping individuals and families build skills, access resources, and work towards long-term housing stability and independence.

Requirements

Experience in human services, social services, behavioral health, housing, hospitality, customer service, education, residential services, security, childcare, or another helping profession.
Demonstrated ability to remain calm, exercise sound judgment, and effectively manage stressful situations while maintaining professional boundaries.
Strong interpersonal, communication, conflict resolution, and de-escalation skills.
Ability to work independently while collaborating effectively as part of a multidisciplinary team.
Demonstrated commitment to confidentiality, professionalism, and ethical standards.
Strong attendance, punctuality, and reliability.
Oral and written fluency in English.
Successful completion of background checks upon hire.
TB test.
Must be able to remain awake and on-site throughout the assigned shift.
Must be able to respond physically to potential emergencies, including building evacuations.
Must be able to lift a minimum of 50 pounds.

Nice To Haves

Associate or bachelor’s degree in human services, social work, psychology, or a related field.
Experience supporting individuals or families experiencing homelessness, crisis, trauma, mental health challenges, or substance use.
Bilingual skills in client languages such as Spanish, Creole, and Farsi.
CPR/First Aid certification (or willingness to obtain certification through NVFS-provided training).
Digital and technical proficiency, including working knowledge of Microsoft Office Suite.
Clear Motor Vehicle Record and valid U.S. driver’s license (if called upon to drive an agency van).

Responsibilities

Foster a safe, respectful, and welcoming environment by building trusting relationships with shelter guests and responding to their needs with empathy, professionalism, and cultural humility.
Conduct shelter orientations for guests within 24 hours of arrival to ensure understanding of shelter expectations, policies, procedures, and available resources.
Encourage guest participation in shelter programming and support guests in developing skills that promote long-term housing stability and independence.
Model and reinforce positive interactions among shelter guests and help resolve conflicts using de-escalation and trauma-informed practices.
Ensure the safety and security of guests, volunteers, visitors, and staff by monitoring the shelter environment and conducting regular interior and exterior perimeter checks.
Conduct routine room and personal property inspections in accordance with shelter policies.
Respond promptly and effectively to emergencies, behavioral concerns, medical incidents, and crisis situations by following agency and shelter protocols, including evacuations when necessary.
Accurately document and report incidents in accordance with agency and program guidelines.
Assist in maintaining a clean, safe, and welcoming shelter environment, including light cleaning and upkeep of the facility and grounds when needed.
Ensure compliance with Child and Adult Care Food Program (CACFP) requirements related to meal planning, menu preparation, and documentation.
Work in partnership with Housing Counselors to support guest eligibility screening, assessments, intakes, and program enrollment.
Assist guests with housing searches and support progress toward rapid rehousing goals.
Help guests apply for essential services and documentation, including ID cards, Social Security cards, and birth certificates.
Maintain accurate, timely, and confidential guest records in accordance with program standards and NVFS guidelines.
Participate in team meetings, trainings, and regular supervision with the Program Supervisor.
Collaborate effectively with program staff, volunteers, and contractors to provide coordinated, high-quality services.
Maintain familiarity with shelter systems, program software, procedures, and resources.