Shelter Support Worker (Homeless Shelter)

Community Crisis Services•Hyattsville, MD

18h•Onsite

About The Position

The Shelter Support Worker provides primary support and advocacy to people at risk who stay in Community Crisis Services Inc. (CCSI) 24-hour shelters. The role assists shelter guests with daily living needs, provides general support, and helps maintain shelter coverage. The position is part-time and based at the Warm Nights Shelter in Beltsville, Maryland. Shifts may include evenings, weekends, and holidays, with hours that flex to meet program needs. Candidates who speak English and Spanish are sought. Employees must participate in and complete mandatory orientation and onboarding requirements. The position reports to the Shelter Manager. The role includes client intake, referrals, shelter orientation, crisis intervention, and helping maintain a welcoming environment. The worker supports client and staff safety, follows emergency procedures, documents shift activity and incidents, and assists with facility upkeep and supply stocking. The worker collaborates with administration, case management, and security staff and participates in continuous quality improvement.

Requirements

High school diploma or GED.
Six months of human services experience, preferably with people experiencing homelessness or survivors of domestic violence.
Basic proficiency with MS Office, Windows, email, web browsing, and phone systems.
Ability to use Language Line and TTY services.
Maturity, empathy, and a nonjudgmental, courteous approach.
Ability to engage residents and work effectively with diverse clients and staff.
Strong oral and written English communication and active listening.
Composure and a positive outlook in stressful situations.
Self-motivated and effective both independently and on a team.
Organized and solution-focused, with ability to follow established procedures.
Reliable, punctual, and flexible to meet shelter scheduling needs.
Ability to stand and/or walk more than four hours per shift; regularly reach; and occasionally kneel or balance.
Ability to frequently lift up to 10 pounds and occasionally lift up to 50 pounds.
Must complete a background check, including fingerprinting, in accordance with CCSI policy.
Must complete required training: CCSI New Employee Orientation, ASIST, Domestic Violence 101, Trauma-Informed Care, Crisis Intervention, Suicide Prevention (QPR or equivalent), Mandated Reporter, HIPAA and Confidentiality, and CPR/First Aid within 90 days of hire.

Nice To Haves

English- and Spanish-speaking candidates are sought.
Valid driver’s license and reliable transportation preferred.

Responsibilities

Complete client intake and provide appropriate referrals.
Deliver shelter orientation, including rules and communal living guidelines, within 24 hours of each guest’s arrival.
Provide crisis intervention and direction to clients as needed.
Enforce shelter rules, mediate conflicts among residents, and model positive, respectful interactions.
Foster a welcoming and hospitable environment.
Maintain client and staff safety through CPI de-escalation, 911 calls, and incident reporting, with duties varying according to on-site security.
Conduct periodic inspections of the facility and grounds, including CCTV monitoring where available.
Know and carry out emergency evacuation protocols.
Report safety, security, or program concerns to the supervisor and appropriate staff, by phone when urgent.
Complete shift log entries according to daily shelter support log procedures.
Maintain guest sign-in/out logs and other records.
Document incidents, rule violations, and program concerns.
Help keep the facility clean through tasks such as sweeping, mopping, trash removal, and surface cleaning.
Stock food, clothing, and supplies.
After a guest exits, pack belongings as needed, sanitize the room or cot, and prepare the space for the next guest.
Collaborate with administration, case management, and security staff.
Participate in continuous quality improvement (CQI).
Perform other related duties as assigned.