Shelter Support Worker

Community Crisis Services•Hyattsville, MD

1d•Onsite

About The Position

The Shelter Support Worker provides primary support and advocacy to people at risk in Community Crisis Services Inc. (CCSI) homeless and domestic violence shelters. The role assists shelter guests with daily living needs, provides general support, and helps maintain shelter coverage. The shelters operate 24 hours a day, and the position requires coverage that may include evenings, weekends, and holidays. English- and Spanish-speaking candidates are sought. Employees must participate in and complete mandatory orientation and onboarding requirements. The position reports to the Shelter Manager and is hourly, non-exempt. It is available part-time (20–31 hours) or full-time (32 hours) at the Warm Nights Shelter in Beltsville, Maryland, or the SP Emergency Shelter (location undisclosed). Work includes client intake and referrals, shelter orientation, crisis intervention, safety and security activities, documentation, facility upkeep, and coordination with administration, case management, and security staff. The worker must maintain a welcoming and respectful environment while following established procedures and responding effectively to emotionally intense situations. Part-time shifts are Thursday, Friday, and Saturday, 4 p.m.–midnight. Full-time shifts are Sunday, Monday, Tuesday, and Wednesday, midnight–8 a.m.; hours may flex with program needs. Candidates must have a high school diploma or GED and six months of human services experience. A background check, including fingerprinting, is required. Required training includes 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. A valid driver's license and reliable transportation are preferred. The position requires standing and/or walking for more than four hours per shift, regular reaching, occasional kneeling or balancing, frequent lifting of up to 10 pounds, and occasional lifting of up to 50 pounds. The work environment is a 24/7 emergency shelter serving individuals and families experiencing homelessness, with regular exposure to emotionally intense situations.

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 skills and active listening.
Composure and a positive outlook in stressful situations.
Self-motivated and effective working independently and as part of a team.
Organized and solution-focused, with ability to follow established procedures.
Reliable, punctual, and flexible to meet shelter scheduling needs.
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.
Ability to stand and/or walk more than four hours per shift, regularly reach, occasionally kneel or balance, frequently lift up to 10 pounds, and occasionally lift up to 50 pounds.

Nice To Haves

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

Responsibilities

Complete intake for all clients and provide appropriate referrals.
Provide 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 resident conflicts, 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; duties vary depending on 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, and 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 by sweeping, mopping, removing trash, and cleaning surfaces.
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.