Shelter Support Worker

The Shelter Support Worker is responsible for providing primary support and advocacy to persons at risk in the homeless and domestic violence shelters at Community Crisis Services Inc. (CCSI) 24-hour shelters, including assisting shelter guests with daily living needs and providing general support and shelter coverage. The Shelter Support position work shifts include holidays to ensure adequate coverage of the shelter program. We are looking for English- and Spanish-speaking candidates.

* Candidates must be able to participate in and complete mandatory orientation and onboarding requirements.

Reports to: Shelter Manager

Employment Status: Part-time (20-31 hours) and Full-time (32 hours)

FLSA Status: Non-Exempt (Hourly)

Location: Warm Nights Shelter (Beltsville, MD) or SP Emergency Shelter (undisclosed)

Available shifts

• Part-time shift: Thursday, Friday & Saturday, 4 pm - 12 am
• Full-time shift: Sunday, Monday, Tuesday & Wednesday, 12 am - 8 am

Qualifications

• 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
  

Responsibilities

Client Services

• Complete intake for all clients 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, hospitable environment

Safety and Security

• Maintain client and staff safety through CPI de-escalation, 911 calls, and incident reporting (duties vary with 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

Documentation

• Complete shift log entries following daily shelter support log procedures
• Maintain guest sign-in/out logs and all other records
• Document incidents, rule violations, and program concerns

Facility Operations

• Help keep the facility clean (sweeping, mopping, trash removal, 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

Team and Program

• Collaborate with administration, case management, and security staff
• Participate in continuous quality improvement (CQI)
• Perform other related duties as assigned

Skills and Abilities

• 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, following established procedures
• Reliable, punctual, and flexible to meet shelter scheduling needs

Physical Requirements

• Stand and/or walk more than four hours per shift; regularly reach, occasionally kneel or balance
• Frequently lift up to 10 lbs; occasionally up to 50 lbs
  

Work Environment and Schedule

• 24/7 emergency shelter serving individuals and families experiencing homelessness
• Shifts may include evenings, weekends, and holidays; hours flex with program needs
• Regular exposure to emotionally intense situations
  

Additional Requirements

• Must complete a background check, including fingerprinting, in accordance with CCSI policy
• Valid driver's license and reliable transportation preferred
• Completion of 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)

Benefits

Part-time:

• Paid time off (vacation, sick, personal days)
• 401(k) Retirement Plan
• Employee Assistance Program
• Holiday Premium Pay
• AFLAC
• Perks at Work
• Professional development opportunities
• Peer Support certification, support and ongoing supervision

Full-time:

• All of the above
• Company-paid Health, Dental, and Vision Insurance
• Company-paid Disability & Life Insurance

Work Conditions

• Holidays, evening, and weekend coverage required, depending on scheduled shifts.
• Hours are flexible to meet program needs.
• Potential exposure to highly emotional and stressful situations.

Equal Employment Opportunity

Community Crisis Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.