Senior Support Staff

Job Description

Job Description

Senior Support Staff – Individual Shelter – Smith Family Housing Resource Center

Operations Department

Mission Statement:

Father Bill’s & MainSpring is committed to ending and preventing homelessness in Southern Massachusetts with programs that provide emergency and permanent housing and help people obtain skills, jobs, housing, and services. We help people who are struggling with homelessness or are at risk of homelessness to achieve self-sufficiency.

Father Bill’s & MainSpring is a growing and dynamic social service agency with particular expertise in emergency and permanent housing, job training and placement, and prevention services for individuals and families in need. Over the next five years, our strategic focus includes an increase in affordable, permanent supportive housing, a more efficient model of care for families experiencing homelessness, commitment to an enhanced delivery model to reduce the need for shelter, and improved community relations in order to achieve these goals. Our staff are thoughtful and caring individuals who share our passion for these ideals and creative approaches to helping people improve their lives.

We offer a generous benefits package and a comprehensive orientation and training program, as well as ample opportunities for advancement for qualified individuals who show a commitment to our Mission.

Position Summary :

The Senior Support Staff plays a critical leadership role in ensuring the safety, structure, and smooth operation of the shelter. This position is responsible for enforcing rules and regulations, monitoring security, and responding effectively to emergencies while maintaining clear documentation and communication in line with program guidelines. The Senior Support Staff provides direct support to guests, initiates crisis intervention when necessary, and ensures a professional and compassionate environment. Additionally, they serve as a mentor for General Support Staff, assist with training and development, and act as a liaison between management and frontline staff to address operational and guest-related concerns. This role requires strong leadership in crisis management, attention to detail in record-keeping, and a commitment to upholding professional boundaries and confidentiality standards. This Senior Support Staff reports directly to the Operations Coordinator/Operations Manager.

Hours/Days: 11pm- 8am

Essential Responsibilities:

• Ensure the safety of guests and site.
• Support an environment of collaboration, communication, and teamwork between all staff on shift, maintaining a singular focus of safety and well-being of all guests in shelter.
• Enforce rules and regulations to ensure smooth operation of the site.
• Respond effectively to emergency situations, document appropriately and communicate according to the established guidelines.
• Supporting supervisor (on-call and regular) in shift call outs and finding replacement. Ensuring there is adequate shift coverage while on shift etc.
• Supporting management with staff attending and completing trainings.
• Takes the lead with communication and coordinating care in the absence of a manager if emergency services or law enforcement are on site.
• Ensure incident reports are created, thoroughly written and distributed appropriately.
• Supporting management with organizing supplies/in-kind donations.
• Complete/ensure completion of intake process for new guests.
• Provide support and structure, being attentive to guest/resident problems or concerns.
• Initiate crisis intervention when necessary.
• Record documentation as required by program guidelines.
• Required to attend and actively participate in meetings and trainings as requested.
• Monitor security cameras.
• Communicate concerns regarding behaviors, health and safety to appropriate staff/personnel.
• Monitor entry to site and telephones with the upmost professionalism.
• Maintain privacy of resident/guest information in accordance with agency policies, procedures and practices and as required by law.
• Complete all shift tasks according to program guidelines.
• Serve as a mentor and leader for General Support Staff.
• Take on a leadership role in crisis management, ensuring that shelter operations run smoothly, and guests' needs are met with urgency and care.
• Assist in the training and development of new staff.

Skills & Competencies:

• Empathy: An understanding and empathy for those dealing with homelessness and related issues.

• Professionalism: Maintains the highest level of professionalism in the delivery of services, building of relationships, collaboration with co-workers, and representation of Father Bill’s & MainSpring within the organization and the community.

• Communication: Speaks appropriately in positive and/or negative conversations with supervisors, co-workers, volunteers, donors and constituents; Articulates the goals of Father Bill’s & MainSpring.

• Record-Keeping: Routine clerical or record-keeping incidental to the essential responsibilities of the job (including, but not limited to, data entry and case file updates).

• Job Knowledge: Possesses the practical and technical knowledge required on the job.

• Attendance: Acceptable overall attendance record, consistently at work and on time.

• Reliability: Relied upon regarding task completion and follow-up. Follows instructions, responds to management direction and solicits feedback to improve performance.

• Initiative: Seeks out new assignments and is willing to be flexible with additional duties.

• Adherence to Policy: Follows safety and workplace expectations, regulations and processes as defined in the Employee Handbook.

• Work Ethic: Demonstrates a commitment to the Mission and adheres to the Operating Principles of Father Bill’s & MainSpring and works as part of a team toward a common goal.

Other:

• Safety & Security: Actively promotes and personally observes safety and security procedures and uses equipment and materials properly.

• Travel: Local travel may be required. Valid driver’s license and good driving record required.

• Physical Demands: The demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations under the Americans with Disabilities Act (ADA) may be made to enable individuals with disabilities to perform the essential functions.

1. Must be able to verbally convey detailed information or important instructions or ideas accurately or quickly. Must be able to hear average or normal conversations and receive ordinary information. Average visual acuity is necessary.
2. Must be able to stand/move around for extended periods of time. Must be able to lift up to 25lbs and bend, stoop or kneel.
3. Must be able to work in a fast paced and bustling environment.

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities required of the employee. Other duties as assigned may be part of the job.

Father Bill’s & MainSpring is an equal opportunity employer.