Shelter Operations and Engagement Specialist

Job Summary:

The Shelter Operations and Engagement Specialist helps maintain a safe, welcoming, and trauma-informed environment at The Hub, our low-barrier overnight shelter. This role combines guest engagement, daily operations, and safety monitoring to ensure a dignified and supportive space for individuals experiencing homelessness.

Team members regularly interact with guests navigating complex trauma, mental illness, substance use, and prolonged housing instability. All shelter support staff use empathy and consistency to de-escalate conflict, build trust, and promote stability for all. All interactions are guided by trauma-responsive values and prioritize guest autonomy and mutual respect.

Essential Duties and Responsibilities:

• Support shelter operations during overnight shifts, including intake, orientation, and shift closure
• Monitor common areas, shelter activities, and shared spaces to ensure safety, comfort, and efficient flow.
• Distribute meals and supplies; organize access to hygiene and laundry services
• Build respectful rapport with guests while maintaining professional and ethical boundaries
• Respond to conflicts or behavioral concerns using de-escalation and trauma-informed communication
• Maintain a clean and orderly shelter environment, routinely performing cleaning or laundry tasks as needed.
• Document guest interactions, shift activities, and incidents in a timely and accurate manner
• Offer information or facilitate referrals to community resources and internal support services
• Collaborate with team members to uphold shelter guidelines in a fair and compassionate manner
• Participate in staff huddles and contribute to team meetings to provide insight on client needs and status.
• Maintain compliance with all company policies and procedures
• Other duties as assigned.

Education and/or Work Experience Requirements:

• High school diploma or equivalent
• Prior experience in shelter, residential, outreach, or human services preferred.
• Commitment to harm reduction, trauma-informed care, and low-barrier models.
• Familiarity working with individuals experiencing mental illness, trauma, or substance use
• Strong communication, interpersonal and conflict resolution skills.
• Ability to remain calm and professional in high-stress situations.
• Basic computer skills for documentation and reporting.
• Dependable, punctual, and must be able to work evenings, weekends, and holidays as scheduled.

Physical Requirements/Working Conditions:

• Overnight shifts in a congregate shelter environment
• Potential exposure to behavioral or medical emergencies
• Ability to walk and stand for extended periods
• Ability to perform job duties in varying weather conditions, year-round
• Must occasionally lift/move up to 25 pounds.