Program Support Staff

Since its founding in 1972, Interfaith Works (IW) has provided extensive wraparound services to the most vulnerable residents of Montgomery County, Maryland. Our 14 interrelated and co-located programs prevent individuals from falling through the safety net, stabilize housing and financial circumstances, and empower individuals and families to lift themselves out of poverty and homelessness. Our team of 190 professionals administer programs that include emergency financial assistance, distribution of free food and clothing, vocational services, and a complete continuum of housing. Using our Lift Strategy: Prevent, Stabilize, and Empower, we support more than 35,000 individuals annually.

About the role

The Program Support Staff (PSS) is responsible for supervising the day-to-day program activities to ensure safety and compliance with program guidelines. Under the direction of the management team, the seasonal program support staff implements procedures as needed, monitors medication, and communicates activities using the communication log. Additionally, the PSS is accountable for persons entering and exiting the program during their shift, including volunteers, visitors, and other service providers. The PSS must provide excellent customer service to all individuals.

Responsibilities

• Provide excellent customer service and trauma-informed care by treating everyone with dignity and honoring personal choice.
• Provide ongoing emotional support to highly vulnerable clients in shelter or supportive housing programs while monitoring their safety and well-being.
• Following training, use motivational interviewing, harm-reduction models, and other client-centered interventions to support clients in their goals and daily routines.
• Consistently employ crisis intervention, de-escalation, and mediation skills to maintain a physically and emotionally safe environment. This includes calling 911 and the Crisis Center when appropriate.
• Monitor and prompt clients to take scheduled medication; regularly communicate relevant concerns regarding client medication consumption to case managers and program directors.
• Provide detailed incident reports and log notes about both crisis events and routine client interactions.
• Monitor program-related activities, including signing in/out of the program, medication consumption, meals, chores, and laundry.
• Ensure proper documentation of daily activities, including incident reports and grievances.
• Ensure safety of the program by conducting room searches.
• Greet, direct, and provide support to volunteers providing dinner and other supplies.
• Attend and participate in mandatory staff meetings and trainings as required by contract.
• Assume responsibility for heating up and serving dinner in the absence of volunteers.
• Understand and display cultural humility and sensitivity.
• Perform other duties as required.

Requirements

• Minimum of a High School diploma with at least two years of experience working in any service delivery field, preferably in the social service field.
• Excellent communication skills, including the ability to listen well and refer guests/residents to appropriate resources.
• Ability to document important behavior.
• Ability to work as a team member.
• Proficient with word processors, search engines, and other computer programs.
• Ability to interact well with volunteers and other visitors to the program (able to answer questions).
• Ability to recognize psychiatric or medical emergencies and contact the proper resource.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• While performing the duties of this position, the employee is regularly required to talk or hear.
• The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls.
• The employee is occasionally required to stand; walk; sit; and reach with hands and arms.
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually low to moderate.

Benefits

• 14 paid holidays and 21 days of PTO.
• For full-time employees (30+ hours per week): access to subsidized medical, dental, and vision costs for employees and their families; employer-paid long-term disability insurance as well as life and AD&D insurance.
• Option to purchase supplemental benefits that are fully portable, including short-term disability insurance, critical illness insurance, and more.
• All employees, regardless of full or part-time status, have access to an Employee Assistance Program (EAP) at no cost.

Pay

$21 per hour