Job Abstract

ORGANIZATION OVERVIEW: At Catholic Charities of the Archdiocese of Washington, your knowledge and service in areas such as immigrants and refugees, mental health, social work, employment and adult education, legal and financial services, health care, food assistance, shelter and housing, developmental disabilities and prison outreach can make a profound difference in the lives of many. Through more than 50 programs across the district and five surrounding counties, Catholic Charities is opening doors to help and hope. At CCADW, we continue to build an inclusive culture that celebrates a diverse workforce. We offer so much more than just a job. We offer careers. We take pride in our “promote from within” culture. We offer professional development, a comprehensive benefits package, a hybrid work model with both remote and in-office work, and a passion for building and motivating world class, high performing teams. Explore your career opportunity with Catholic Charities. Join us in Inspiring Hope and Building Futures.

Our Benefits:

• Medical, prescriptions, dental and vision insurance
• Retirement savings plan with company match
• Company-paid and supplemental life insurance
• Flexible spending accounts
• Paid vacation, sick and personal leave
• 11 paid holidays
• Professional development and training
• Tuition reimbursement
• Employee referral bonus program
• Flexible work arrangements
• Clinical supervision for licensed social workers and counselors

JOB SUMMARY: The Shelter Monitor provides primary support to clients in shelter facilities in the Housing and Homeless Services (HHS) Department. The position monitors daily shelter activities; enforces program rules and regulations; performs electronic bed assignment and shelter intake process; conducts hourly facility rounds and conducts pertinent log entries and incident reports. The position provides a safe and orderly environment, follows emergency preparedness planning and policies; deescalates client behavior as needed, and addresses all shelter guests, staff team members, community stakeholders, funders, and vendor partners in a professional, trauma-informed, and housing first approach.

ESSENTIAL DUTIES and RESPONSIBILITIES:

• Perform the computer/web-based bed check-in and intake process for all clients during overnight and evening shifts and provide appropriate referrals as needed.
• Perform hourly facility rounds and promptly log entries throughout assigned shifts via computer and/or web-based systems according to protocol.
• Provide urgent reports directly to the supervisor or manager via phone, when necessary, of all potential or existing program concerns or emergencies related to clients, staff, and/or facility safety/security.
• Maintain ongoing communication with team members on-site, supervisor and management staff, janitorial, and security personnel to ensure the safety of clients and staff.
• Provide crisis intervention for clients at the facility such as conflict resolution, de-escalation, CPR, first aid, administrating NARCAN as appropriate, calling 911, and completing unusual incident reports (UIRs) on the DC Department of Human Services incident reporting system.
• Assist with client, staff, and facility issues using superior customer service skills through respectful and professional language and demeanor. Utilize CPI de-escalation approach, contacting 911, incident reporting, etc.
• Enforce established program rules and regulations, especially client rights and Homeless Services Reform Act onsite. Mediate and resolve conflict among shelter guests. Complete rule violation forms for shelter guests as appropriate.
• Enhance the client experience by creating a hospitable and customer-oriented environment.
• Report facility maintenance needs to the supervisor or assigned program staff and/or via the web-based portal or internal reporting process following the emergency facility maintenance reporting protocol.
• Assist with the maintenance of shelter storage areas. Report shelter supply inventory needs to the responsible supervisor or assigned staff.
• Assist in providing safe storage and ready access for the client’s self-administration of medication, as needed.
• Perform Facility Emergency Response and Continuity of Operations assignments by facilitating and/or participating in emergency facility drills such as fire drills, lockdowns, environmental hazard drills, etc.
• Distribute supplies and in-kind donations to clients.
• Distribute and collect bed sheets and blankets to shelter guests. Perform laundry duties of bed sheets during shift.
• Distribute in-kind donations and/or supplies as appropriate and when available directly to shelter guests including providing emergency food, clothing, hygiene supplies, etc., following logbook and shelter policy guidelines.
• Assist with receipt of daily delivered guest meals and provide SERV Safe monitoring of meals before meal distribution to shelter guests. Provide daily meal quality status reports to the funder via a web-based system.
• Assist in maintaining the cleanliness of the facility including clean up sweeping, mopping, emptying trash, cleaning surfaces, cleaning up spills, etc.).
• Participate in the program’s quarterly quality improvement (CQI) process to deliver and improve operations and best practices on site.
• Perform all other job-related duties as assigned.

EDUCATION and EXPERIENCE:

• High School diploma or GED required.
• Six months of experience in the human service or customer service field, preferably with persons who have experienced homelessness.

SKILLS and COMPETENCIES:

• Knowledge of principles and processes for providing excellent customer service.
• Ability to work collaboratively in a team environment.
• Ability to establish and maintain cooperative working relationships. Ability to provide quality customer service.