Housing Advocate Team Lead - Graves

About the role

The Housing Advocate Team Lead provides trauma-informed leadership to ensure individuals experiencing homelessness receive respectful support, safe shelter, and access to critical resources. This role combines compassionate guest services with comprehensive operational oversight—including conflict resolution, facility safety maintenance, boundary enforcement, staff mentoring, and task delegation to ensure smooth operations. The Team Lead documents incidents, tracks guest needs, and upholds Housing Focused principles while fostering a welcoming environment. Additionally, this position collaborates with emergency services, provides direct assistance to the Shift Supervisor, and assumes leadership responsibilities during crises or as needed.

Responsibilities

• Perform all duties and responsibilities of a Housing Advocate in addition to lead-level supervisory and operational tasks.
• Work collaboratively as part of a team to support guests and maintain a safe, welcoming shelter environment.
• Provide kind, trauma-informed customer service while assisting guests in understanding and adhering to shelter rules and procedures.
• Assist in maintaining the cleanliness and organization of the shelter, including dormitories and all common areas.
• Answer phones, take accurate messages, and provide assistance with the management and storage of guest belongings.
• Write detailed incident reports, track guest stays, and support the bed assignment process.
• Provide direct support to the Shift Supervisor and assume lead responsibilities when necessary, including during emergency situations.
• Aid in training new staff, providing constructive feedback, and leading a team of up to 10 people.
• Collaborate with emergency services and other internal departments to coordinate guest support.
• Attend required meetings and assist with hiring processes and staff support initiatives as requested.
• Participate in mandatory agency trainings, including Trauma-Informed Care, Housing Focused, De-escalation, Suicide Prevention, CPR, and more.
• Attend emergency drills and environmental safety activities, as required.
• Maintain regular and reliable attendance as an essential function of this position.
• Follow all agency protocols for security, safety, and sanitation to maintain a clean and secure environment for guests and staff.

Requirements

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. This is an in-person position.

Qualifications

• Experience working with diverse and/or vulnerable populations is preferred.
• A High School Diploma or GED is preferred.
• Demonstrate emotional regulation to remain calm and professional during high-pressure situations and unpredictable situations.
• Engage respectfully and effectively with people of all races, socio-economic backgrounds, and cultures.
• Exercise proper discretion and independent judgment to make sound decisions, at times without immediate supervision.
• Actively listen, demonstrate empathy, and provide supportive assistance to guests.
• Work effectively in a fast-paced, dynamic environment and skillfully manage multiple tasks.
• Set and maintain healthy boundaries with guests while consistently demonstrating respect and empathy.
• Utilize knowledge of community resources and connect guests with relevant support services.
• Strong boundary-setting skills and demonstrate the ability to set and maintain appropriate boundaries with guests.
• Strong interpersonal skills and ability to work with diverse populations.
• Provide thoughtful and attentive customer service by communicating clearly and handling difficult situations with professionalism, patience, and empathy.
• Use basic computer programs (email, spreadsheets, and more) and have basic computer skills.
• Ability to accept supervision, direction, and feedback with openness.
• Communicate clearly and effectively with clients, coworkers, and supervisors using verbal and written communication.
• Ability to lift and move heavy items up to 50 pounds.
• Ability to sit, stand, and move for at least an hour at a time or more.
• Ability to bend, squat, kneel, twist, push, and pull to perform job functions.
• Ability to use stairs or steps.
• Wear OSHA-required protective gear for safety.

Benefits

We have a robust, reasonably-priced, and inclusive benefits plan for full and part-time employees (25-40 hours/week)

• Health Care Plan (Medical, Dental & Vision)
• HSA, FSA, HRA (We reimburse part of your deductible!)
• Retailer Plan (403B with TRH contribution and match)
• FREE Life Insurance for employees
• Paid Time Off (Vacation, Sick & 12 Public Holidays)
• One Floating Holiday Per Year
• Free Short Term & Long Term Disability
• Employee Assistance Program
• Free Training & Development
• Tuition Assistance for a wide variety of classes!
• Public Service Loan Forgiveness (PSLF) qualifying agency