Family Shelter - Shelter Support (Sun-Wed 8pm-6:30am)

CENTRAL ARIZONA SHELTER SERVICES INC•Phoenix, AZ

About The Position

Shelter Support maintains a safe, orderly, and caring environment while assisting individuals with daily needs. The role provides community resources and referrals to help people experiencing homelessness establish and maintain permanent housing. It is an active, fast-paced position supporting shelter operations and clients. The employee provides direct client support, including conducting intakes, explaining agency policies, responding to questions and concerns, completing daily check-ins in the Homeless Management Information System (HMIS), and documenting referrals and interactions. They help ensure the shelter operates safely and efficiently by conducting facility walk-throughs, monitoring access, assisting with client spaces and supplies, supporting donation distribution, operating commercial laundry equipment, and coordinating shift transitions. The role also requires accurate HMIS data entry, maintenance of organized shelter files, and preparation of incident and other reports. The employee collaborates with shelter staff, other departments, partner agencies, and community organizations, and escalates urgent client or facility matters to leadership.

Requirements

Be at least 18 years old.
Have a high school diploma or equivalent.
Possess or be able to obtain a State of Arizona Level One Fingerprint Clearance Card.
Have a moderate level of proficiency in data entry, Microsoft Word, and Microsoft Excel.
Have excellent organizational skills and attention to detail.
Have excellent written and verbal communication skills.
Be flexible and able to manage multiple priorities in a fast-paced environment.

Nice To Haves

Bilingual in English and Spanish.
Experience working with people experiencing homelessness and/or poverty.
Competence in interpersonal conflict transformation.
CPR-First Aid certification within 90 days of employment.
Naloxone (Narcan) training within 90 days of employment.

Responsibilities

Provide excellent customer service to clients, volunteers, donors, and vendors.
Complete new client intakes, explain agency rules and policies, and provide campus tours.
Attend to client needs, answer questions, resolve problems, and escalate matters to a case manager or supervisor when needed.
Complete daily client check-ins in HMIS and document client interactions, information, and referrals accurately.
Conduct facility walk-throughs to confirm conditions are safe and clients are following shelter policies and procedures.
Respond to immediate health and safety concerns, including biohazard cleanup, placing wet-floor signs, and blocking off damaged or unsafe areas.
Ensure visitors are properly escorted and monitor visitor and client access to the facility.
Prepare client spaces for new intakes by cleaning and restocking them, and update bed occupancy trackers.
Communicate safety concerns and maintenance or repair needs to leadership.
Answer and direct incoming calls and provide information.
Communicate and collaborate with CASS departments, employees, and outside agencies.
Assist with receiving and distributing donations.
Maintain organized supplies of office, cleaning, and hygiene items, and distribute hygiene items to clients as needed.
Operate commercial washers and dryers and provide linens.
Maintain a clean and organized work area.
Assist with setting up client meals when applicable.
Check client sleeping areas in accordance with shelter policies to support residents' health and safety.
Participate in shift-change staffing and send shift-summary emails to support continuity of services.
Maintain complete and organized files, including shelter intake records.
Prepare and distribute incident reports and other reports as needed.
Maintain respectful, collaborative relationships with partner agencies and work with team members to coordinate holistic client support.
Participate in team meetings, training sessions, and community outreach events as required.
Escalate urgent client and facility issues to leadership in a timely manner.
Perform other duties as assigned.