Guest Engagement Associate

Job Description

Job Description

Position Overview :

Shelter Engagement Associates assist in maintaining a safe, professional environment, manage guest services like check-ins, property checks, conflict resolution, and shuttle transportation, and coordinate volunteer activities. Additional duties include light cleaning, meal setup and cleanup, and occasionally preparing or cooking food. This position works closely with shelter leadership and clients.

This position is in-person, onsite at the Watt Ave. Safe Stay Community Shelter. The following shift availability is open:

• Day Shift: 7:00am-3:30pm, 5 days each week.
• Swing Shift: 3:00pm-11:30pm, 5 days each week.
• Overnight Shift: 11:00pm-7:30am, 5 days each week

Key Responsibilities

Resident Support

• Assist residents with check-in, check-out, and orientation procedures.
• Provide information and guidance on shelter rules and available resources.
• Offer basic conflict resolution and de-escalation support as needed.
• Serving of food and commercial kitchen duties as needed.

Safety and Security

• Enforce shelter policies to ensure compliance and respect among residents.
• Respond to emergencies and report incidents promptly to supervisors.
• Monitor entrances and exits, ensuring only authorized individuals access the facility.

Data Collection

• Maintain accurate logs of incidents, resident interactions, and facility activities.
• Update attendance and inventory records as required.
• Follow all data-related protocols and organizational procedures.

Facility Maintenance

• Support light cleaning and maintenance tasks to keep common areas organized.
• Coordinate with staff for meal distribution and supply management.

Compliance and Goal-Meeting

• Consistently meet all assigned productivity and outcome goals.
• Comply with all contracts, funder requirements, and City Net procedures and policies.
• Represent City Net in a professional manner
• Meet or exceed all goals and requirements established by the assigned supervisor and Programs Director for this position.

Qualifications

• Excellent professional boundaries
• Respectful and effective verbal and written communication skills
• Strong interpersonal, planning, and organization skills
• Valid Food Handlers Card for the applicable County within first week of employment
• Food service and commercial kitchen duties preferred
• High level of empathy and understanding for people experiencing homelessness and presenting with multiple and urgent case management needs, substance use, health, and/or mental health concerns
• High levels of responsibility, dependability, and positive attitude
• Strong interpersonal, planning, and organization skills
• Experience cultivating and maintaining productive, professional relationships with various stakeholders including clients, coworkers, volunteers, third-party vendors, etc.
• Understanding of marginalized communities in general and the conditions which contribute to their marginalization, understanding of homelessness in particular
• Ability to work well with people from diverse backgrounds with varying degrees of experience
• Ability to perform crisis intervention and conflict de-escalation as needed
• Must be eligible to drive a company vehicle to transport clients. For insurance purposes, drivers must be at least 21 years of age, have a valid CA Drivers License, and must pass a Motor Vehicle Report

Physical and Mental Demands
In the course of performing this job, the employee...

• Constantly communicates with staff, clients, community partners, and community members
• Constantly moves about inside the shelter, office, or at meetings/events to access people, file cabinets, office machinery, etc.; must be able to consistently detect and navigate potential hazards
• Frequently ascends/descends stairs to access clients
• Frequently positions self to communicate effectively with clients sitting or lying down
• Frequently moves furniture, equipment, and materials weighing up to 15 pounds around the office or out of the office into vehicles for various office and event needs
• Occasionally moves furniture, equipment, and materials weighing up to 30 pounds around the shelter/office or out of the office into vehicles for various office and event needs
• Must be able to remain in a stationary position at least 1/3 of the time
• Must be able to move oneself quickly in certain urgent/emergent situations (e.g. to avoid falling or projected items, or to administer Naloxone/Narcan to a client who has overdosed)
• Must be able to perform under stress and/or in emergencies

Organizational Overview:
City Net is a 501(c)(3) non-profit community organization that facilitates and leads multi-sector collaboratives to provide solutions to complex social problems, including ending homelessness in Orange County. City Net’s direct services in homelessness include street outreach, case management, shelter operations, facilitation of collaborative meetings, resource mobilization, trainings, and community organizing. City Net’s programs follow Housing First and Harm Reduction service models.

We believe in supporting our employees in all areas of life. That is why we offer top-tier benefits to our eligible employees, including but not limited to:

• Health insurance (Anthem HMO and PPO options. City Net pays 100% of the employee premium for our baseline plan)
• Paid time off
• Retirement plan (401k with employer matching contributions)
• Dental insurance
• Vision insurance
• Life insurance (Employer paid group term life and voluntary life)
• Referral program
• Parental leave
• Professional development assistance
• Employee assistance program
• Wellness Reimbursement Program
• Company Vehicles, iPhones, Laptops, and Tablets
• Career Pathing, Raises, Recognition & Rewards
• Early Earned Wage Access
• Credit Union Preferred Partnership
• Visit for further details.

Diversity, Equity, Inclusion, and Belonging:

Promoting a culture of diversity, equity, inclusivity, and belonging that embraces the contributions of all team members is important to City Net and our success. Our team is composed of individuals with different strengths, experiences, and backgrounds. Note: We do not consider your name, or the names of your undergraduate and graduate schools from your resume. This process is aimed at opening all of our job opportunities to more candidates, reviewing applicants on performance assessments instead of resume proxies (e.g., where you went to school).