Residential Services Monitor - Family Shelter

Key Responsibilities

• Welcome newly admitted families upon arrival; conduct shelter orientations covering program rules, available services, house expectations, and resident rights.
• Aid families in completing intake paperwork, shelter agreements, and required DHS documentation.
• Facilitate warm handoffs to assigned case managers and introduce families to available shelter services and staff.
• Maintain a calm, welcoming presence at the front desk and common areas that reflects BCS's commitment to dignity and respect for all residents.
• Respond to resident inquiries about program expectations, services, and scheduling throughout the shift.

Ongoing Resident Support

• Serve as the primary point of contact for resident questions, concerns, and requests during assigned shifts.
• Aid residents in accessing internal services, scheduling appointments with case managers, and navigating community resources.
• Monitor resident wellbeing during the shift; identify and escalate concerns — including signs of domestic violence, mental health distress, or child welfare issues — to the Shift Operations Supervisor or appropriate staff.
• De-escalate interpersonal conflicts among residents using trauma-informed, non-confrontational communication techniques.
• Support program activities, community meetings, and enrichment events during the shift.

Compliance Monitoring and Documentation

• Maintain accurate records of resident contacts, observations, and activities in shelter management systems.
• Absorb resident compliance with program requirements including curfew, mandatory meetings, and sign-in/sign-out procedures.
• Absorb census tracking, visitor logging, and daily compliance documentation.
• Complete shift reports and incident reports accurately and on time.
• Participate in shift change briefings; communicate resident needs, incidents, and observations to incoming staff.