Residential Support Staff

Residential Support StaffSafeHouse Denver is the only organization in the City and County of Denver that provides both emergency shelter and non-residential counseling and advocacy services exclusively to adult, child, and youth survivors of domestic violence. Founded in 1977, SafeHouse Denver is deeply rooted in a mission to support survivors in reclaiming their lives.Position Summary: Residential Support Staff provide as-needed coverage at SafeHouse Denver's Emergency Shelter, primarily during weekends, holidays, overnight shifts, swing shifts, and other times when additional coverage is needed. This is an as-needed position and does not have guaranteed hours or a guaranteed schedule. Residential Support Staff select available shifts through a scheduling app based on organizational needs and their availability. To remain active on the Residential Support Staff roster, employees are expected to work at least one shift every three months. Residential Support Staff may work independently during portions of their shift and are expected to remain on-site for the entirety of the scheduled shift. Staff who are unable to fulfill a scheduled shift must follow SafeHouse Denver's established call-off and on-call procedures.Crisis Line Support• Respond to callers accessing SafeHouse Denver's 24-hour crisis line by:• Providing trauma-responsive emotional support, crisis intervention, and de-escalation.• Providing information and education related to domestic violence, trauma responses, coping strategies, and available resources.• Supporting callers in identifying immediate needs, exploring options, and connecting with culturally responsive community resources and referrals.• Supporting callers with individualized safety planning, including identifying potential risks and strategies for increasing safety.• Screening callers seeking emergency shelter according to established procedures.Resident Intake and Orientation• Provide initial intake and orientation for new shelter residents when needed. Intakes typically occur when Advocates and Shift Managers are on-site. Responsibilities may include:• Welcoming new residents and orienting them to the shelter, program, and community living environment.• Identifying immediate needs and connecting residents with appropriate resources and supports.• Providing safety planning, emotional support, de-escalation, and crisis intervention during the intake process.• Completing required intake documentation.Short-Term Resident Support• Provide short-term advocacy and crisis support to shelter residents by:• Providing emotional support, crisis intervention, de-escalation, and problem-solving as needed.• Helping residents identify immediate priorities, options, and short-term goals.• Providing information and education related to domestic violence, trauma responses, and coping strategies.• Connecting residents with appropriate resources and referrals.• Communicating relevant information to Advocates and Shift Managers to support continuity and quality of services.Shelter Safety and Community Support• Help maintain a safe, respectful, and trauma-responsive shelter environment by:• Supporting healthy community living through de-escalation, conflict management, problem-solving, and crisis intervention.• Helping residents understand shelter guidelines, expectations, and available supports.• Facilitating house meetings when appropriate and within the scope of the role.• Supporting residents with day-to-day needs, including access to food, personal items, and shelter supplies.• Following established safety, security, confidentiality, and emergency procedures.• Remaining attentive and responsive to the needs of residents and the shelter environment throughout the shift.Documentation and Communication• Complete accurate, timely, and objective documentation in accordance with agency policies and procedures.• Maintain appropriate resident records and complete required shift documentation.• Communicate relevant information to incoming staff and members of the residential services team to support continuity of care.Team and Organizational Responsibilities:• Work collaboratively with Shelter staff and other SafeHouse Denver programs to support coordinated services.• Follow established policies, procedures, and supervisory direction.• Identify and communicate safety concerns, service needs, and operational issues to the appropriate supervisor.• Participate in required training and meetings.Qualifications:• At least one year of experience in trauma-responsive services, crisis intervention, human services, residential services, or a related setting preferred.• Ability to respond calmly and effectively to crisis situations and changing priorities.• Strong interpersonal, communication, de-escalation, and problem-solving skills.• Ability to work independently while recognizing when supervisory or on-call support is needed.• Ability to work effectively and respectfully with people from diverse backgrounds, identities, and lived experiences.• Comfort using technology and electronic documentation systems; experience with Microsoft Office and Apricot or another client-management system preferred.• Ability to maintain professional boundaries, confidentiality, and sound judgment.• Bilingual English/Spanish strongly preferred.• Ability to work overnight, evening, weekend, and holiday shifts based on shifts voluntarily accepted by the employee.Work Conditions and Physical Requirements:• Ability to work independently while on shift.• Ability to safely and regularly navigate stairs throughout the shift.• Ability to lift and carry items associated with shelter operations; lifting will rarely exceed 50 pounds.