EVNSC Shelter Monitor Lead

About the role

The position supports shelter operations across multiple shifts, including day, swing, and overnight. Shift assignments and schedules will be confirmed upon hire and may vary.

Responsibilities

• Respond to crisis and inquiry telephone calls by providing support, information, and referrals to other appropriate social service agencies.
• Provide assistance to residents to ensure a safe environment, including compliance with rules and policies.
• Conduct periodic walking inspections of all areas of the facility to identify and initiate appropriate action regarding hazards, inappropriate behavior, needed repairs, or other notable conditions.
• Conduct nightly check-in procedures, room inspections, and room turnovers.
• Respond to emergency situations that may arise, making independent decisions within policy guidelines, as necessary.
• Provide crisis intervention and institute security procedures should a critical or threatening situation arise, including timely and appropriate notification to police, fire, emergency medical, and supervisory authorities.
• Conduct client intakes and departure processes as required by department policy.
• Provide orientation, support, and supervision to volunteers.
• Aid in the orientation and training of new staff, volunteers, and interns.
• Work cooperatively with other Salvation Army staff and programs.
• Represent Salvation Army programs to other community agencies and representatives in a respectful and positive manner.
• Participate in staff meetings.
• Maintain case records and required forms, and reports in the prescribed format.
• Prepare water, coffee, and snacks for guests when available.
• Perform general cleaning duties (mopping, sweeping, wiping down) of common areas as assigned.
• Serve as the designated shift lead, providing direction, coordination, and support to Shelter Monitor staff during assigned shifts.
• Assign and monitor staff tasks to ensure completion of required duties and maintain appropriate staffing coverage throughout the shift.
• Provide real-time guidance to staff in managing client interactions, behavioral issues, and crisis situations.
• Ensure consistent enforcement of program rules, Code of Conduct, and safety procedures across all staff and clients.
• Review and ensure completion and accuracy of incident reports, log entries, and shift documentation.
• Communicate significant incidents, concerns, or operational issues to Site Manager or Program leadership in a timely manner.
• Support onboarding and mentoring of new Shelter Monitor staff to promote consistency in operations and service delivery.
• Ensure proactive identification and addressing of operational issues during the shift.
• Comply with Salvation Army procedural requirements, including those set forth in the Policy & Procedure Manual and Employee Handbook.
• Perform other duties as requested.

Qualifications

• HS Diploma or GED
• Minimum of 1 year experience in public contact/customer service
• Experience in social service shelter / residential preferred
• Prior leadership or lead experience preferred
• WA Driver’s License preferred

Required Skills & Abilities

• An ability to engage with diverse populations in a respectful and culturally responsive manner
• Demonstrates a commitment to the values of equity and inclusion by honoring diverse characteristics and expressions of personal
• Detail-oriented – attention to detail required
• Self-starter
• Team player
• Leadership and organization
• Strong use of the English language in verbal and written communication
• Excellent interpersonal skills
• Effective communication and telephone skills
• Ability to work in a fast-paced environment and maintain poise under pressure
• Customer service mindset
• Ability and willingness to keep information confidential
• Ability to pass a “Protecting the Mission” background check, as required by the Salvation Army
• Ability to successfully complete Salvation Army child safety/vulnerable adult (“Protecting the Mission”) background/reference check procedure
• Basic mathematical skills (addition, subtraction, division, & multiplication)
• Willingness to abide by the Salvation Army’s drug and alcohol
• Software-related Skills: Knowledge of Microsoft Word and Excel preferred; Knowledge of Microsoft PowerPoint; Knowledge of the use of email programs, such as Outlook; Working knowledge of integrated database applications and ability to use new software programs with basic training.

Physical Requirements

• Ability to rapidly travel over uneven surfaces, up and down steps, up and down ramps, and to climb stepladders, as necessary to perform the duties of the
• Ability to grasp, push, pull objects such as files, file cabinet drawers, and reach overhead
• Ability to lift to 45 lbs

Working Conditions

• Work is primarily conducted in a sheltered environment, with occasional outdoor duties.
• The indoor setting ensures a consistent and predictable work environment, free from the discomfort of inclement weather changes.
• However, some discomfort may be related to noise, dust, dirt, and similar factors.
• For the occasional outdoor tasks, please dress according to the weather forecast.

Work Schedule / Location

This position is located at our shelter in Everett, Washington. Upon hire, the assigned schedule will be confirmed based on operational and program needs of the shelter. Scheduling may vary depending on the shelter operations and program coverage.