Support Associate - Community Shelter

About the Role

The Residential Monitor maintains safety, security, and well-being in transitional and overnight shelter programs. They rotate across front desk, parking gate, and residential floors, performing duties professionally and in a trauma-informed manner. As a primary contact, they create a supportive and safe environment, enforce policies, monitor activity via security systems, and assist participants, visitors, staff, and volunteers.

Responsibilities

• Greet and verify visitors, maintain logs, conduct bag screenings, and monitor security cameras.
• Manage parking gate operations, check IDs, and coordinate vehicle access.
• Conduct safety checks, distribute medications, enforce program rules, and provide escorts for participants.
• De-escalate conflicts using trauma-informed techniques and intervene early in disputes.
• Respond to crises such as suicidality, medical emergencies, and traumatic events, following protocols and notifying leadership.
• Document incidents, observations, and actions accurately using trauma-informed language.

Requirements

• High school diploma or GED.
• At least one year of experience in social services, shelter, security, or customer service.
• Effective communication skills and ability to remain calm under stress.
• Ability to work rotating shifts including evenings, overnights, weekends, and holidays.
• Experience working with individuals facing homelessness, mental health, or substance use challenges preferred.
• Basic computer skills for documentation and reporting.

Preferred Qualifications

• Experience in behavioral health or transitional housing.
• Training in trauma-informed care, crisis intervention, or certifications like CPR/First Aid and Narcan.
• Bilingual in English and Spanish (highly desirable).

Physical & Work Environment

• Ability to stand, walk, climb stairs, and lift up to 25 lbs for extended periods.
• Work outdoors in varying weather when assigned to parking gate.
• Operate in a shelter environment with exposure to challenging behaviors and crises.