Neighbor Support Specialist - (FT, Mon - Fri, 8am - 4:30 pm)

ROOF ABOVE

Roof Above is NC’s most comprehensive homeless service provider. Our mission is to unite our community to end homelessness, one life at a time. Focusing on individuals experiencing homelessness, Roof Above offers everything from street outreach to shelter to Rapid Rehousing to Permanent Supportive Housing. Roof Above’s services and programs reach over 1,400 individuals every day across nine campuses in Charlotte). Roof Above was born through the merger of Urban Ministry Center and Men’s Shelter of Charlotte in 2019.

POSITION SUMMARY

The Neighbor Support Specialist is primarily responsible for engaging in a variety of front-line services neighbor engagement services as well as operations at Roof Above’s Day Services Center. The Day Services Center offers services to individuals experiencing homelessness and/or individuals who are precariously housed. Those served at the Day Services Center are referred to as “neighbors.” Primary responsibilities include providing neighbor triage, safety, de-escalation, campus logistical support, and general assistance to other program/staff leaders as appropriate.

ESSENTIAL FUNCTIONS

• Be the day-to-day front-line neighbor engagement for the Day Services Center indoors and outdoors.
• Provide support for opening and closing of the campus, including any set-up in collaboration with other teams.
• Triage and help access needs and resources for neighbors.
• Respond to neighbor questions and assist neighbors with connecting to the right services offered at the Day Services Center, as well as other resources as appropriate.
• Conduct frequent campus walk-throughs and engage neighbors to provide support and access to essential resources.
• Provide accurate and timely written incident reports as warranted.
• Participate in case conferences in response to neighbor complaints, bars/bans and any neighbor related issues.
• Enforce campus policies through neighbor engagement and utilization of Trauma Informed de-escalation techniques.
• Be a presence during the lunch hour to assist with neighbor flow and any challenges.
• Be a first and lead responder to intervene and de-escalate if a conflict arises between neighbors or between neighbors and volunteers or staff.
• Be a first responder in the chance of neighbor drug overdose.
• Communicate any concerns about neighbors to supervisor and other staff to ensure staff are aware of the situation in the chance they may be able to assist in resolving the situation.
• Help ensure safe working conditions, maintain safe work practices, and make supervisor aware of any unsafe working conditions.
• Deep commitment to Roof Above core values

OTHER RESPONSIBILITIES

• Participate in staff training and development activities as directed.
• Assist other program leaders and staff to ensure efficient and effective functioning of the Day Services Center.
• Become certified in Homeless Management and Information Services database to enter services and view records, as needed. (Certification will be provided).
• Perform other duties as assigned.