Support Specialist

Shift Available:

Thursday–Monday (2:30 PM – 10:30 PM)

The Support Specialist ensures the safety, stability, and well-being of families residing in Just Compassion’s 50-unit family shelter. This position provides on-site support, monitors the facility, and assists participants with immediate needs in a calm, trauma-informed, and professional manner.

The Support Specialist plays a key role in maintaining a safe, welcoming, and consistent shelter environment while completing documentation and ensuring effective communication between shifts. This position requires sound judgment, empathy, reliability, and the ability to respond appropriately to participant and facility needs.

Essential Duties

• Supports shelter operations by monitoring facility safety, assisting participants, and maintaining a calm and structured environment.
• Provides trauma-informed and participant-centered support to families and individuals residing in shelter.
• Maintains accurate documentation, communication, and coordination related to participant needs, incidents, and facility operations.

Job Functions

• Monitor shelter environments to ensure safety, cleanliness, and adherence to shelter expectations and policies.
• Conduct regular walkthroughs of common areas, participant units, and shelter grounds.
• Respond promptly and professionally to participant requests, emergencies, behavioral concerns, or disturbances utilizing trauma-informed and de-escalation practices.
• Prepare and serve meals, snacks, or beverages as needed.
• Assist with operational readiness tasks to support smooth shelter operations and shift transitions.
• Document activities, incidents, maintenance concerns, participant interactions, and operational updates accurately and promptly.
• Provide clear and detailed shift handoff communication to incoming staff and supervisors.
• Provide supportive listening, emotional support, guidance, and de-escalation assistance to participants experiencing distress or crises.
• Encourage respectful community behavior and adherence to shelter expectations and community standards.
• Assist participants with scheduling support, transportation coordination, and daily needs as appropriate.
• Respond to behavioral incidents, medical emergencies, facility alarms, and crisis situations using established emergency and safety protocols.
• Coordinate with supervisors, on-call staff, emergency responders, or external agencies as appropriate during incidents or emergencies.
• Conduct participant wellness checks and maintain awareness of participant safety and well-being.
• Maintain confidentiality, professional boundaries, and participant dignity at all times.
• Collaborate with Program Supervisors, Case Managers, Safety Coordinators, and shelter staff to support continuity of care and coordinated participant services.
• Attend staff meetings, trainings, and ongoing education related to trauma-informed care, crisis intervention, safety procedures, and shelter operations.
• Maintain accurate logs, incident reports, facility checklists, and related documentation.
• Ensure compliance with organizational policies, confidentiality standards, safety procedures, HMIS requirements, and applicable regulations.
• Participate in ongoing improvement of shelter systems, operations, and participant services through communication and collaboration.
• Apply housing-first, harm reduction, trauma-informed, and participant-centered approaches in all interactions and services.
• Perform additional duties as assigned in support of shelter operations.

Qualifications

• High school diploma, GED, or equivalent experience.
• Minimum of one (1) year of experience in shelter operations, residential services, human services, or a related field.
• Strong interpersonal and communication skills with the ability to remain calm and professional under pressure.
• Understanding of trauma-informed care, harm reduction, conflict resolution, and de-escalation practices.
• Ability to work independently with minimal supervision.
• Basic computer, documentation, and report-writing skills.
• Ability to exercise sound judgment and respond appropriately during emergencies or crisis situations.
• Commitment to trauma-informed care, housing-first principles, and Just Compassion’s mission.
• Ability to maintain confidentiality and handle sensitive information appropriately.

Preferred Qualifications

• Experience working with families experiencing homelessness or housing instability.
• Background in behavioral health, crisis response, shelter operations, or social services.
• Bilingual or multilingual abilities including Spanish, Russian, or other languages commonly spoken by participants.