Shelter Monitor, (1228) Angel's Watch Shelter

Shelter Monitor

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The Shelter Monitor is essential to the daily operations, safety, and culture of the Angel's Watch shelter. This role ensures a secure, respectful, and well-functioning environment for guests experiencing homelessness. Reporting to the Shelter Program Supervisor, the Shelter Monitor oversees shift-based shelter activities, enforces program guidelines with compassion, and conducts guest intakesincluding electronic bed assignments. Working from a trauma-informed, Housing First perspective, the Shelter Monitor de-escalates conflicts, follows emergency protocols, and maintains accurate logs and incident reports. This position requires professional, empathetic engagement with guests, staff, community partners, funders, and vendors to uphold a dignified shelter experience.

Essential Duties and Responsibilities:

Shelter Operations & Safety:

• Monitor daily shelter activities, to include monitoring CCTV, to ensure safety, security, and adherence to program rules.
• Conduct hourly facility wellness checks (interior/exterior) to identify hazards, maintenance needs, or security concerns.
• Enforce shelter guidelines consistently and respectfully, addressing violations with de-escalation and restorative approaches when possible.
• Respond promptly to emergencies, including medical incidents, fires, weather events, or behavioral crises, following established protocols.
• Assist as required with preparing and distributing meals.

Intake & Bed Management:

• Complete guest intakes, including verification of eligibility, documentation, and electronic bed assignments.
• Maintain accurate, real-time records of bed occupancy and availability.
• Orient new guests to shelter rules, services, expectations, and guests' rights.

Documentation & Reporting:

• Maintain detailed shift logs, including notable incidents, guest concerns, and facility issues.
• Submit timely, objective incident reports to supervisory staff.
• Communicate critical information during shift handoffs to ensure continuity of care.

Guest Support & Trauma-Informed Care:

• Foster a welcoming, low-barrier environment aligned with Housing First principles.
• Use trauma-informed communication to de-escalate conflicts and support guests in crisis.
• Connect guests with internal services (case management, benefits, housing navigation) as directed.
• Treat all guests with dignity, respect, and cultural humility.

Collaboration & Professional Conduct:

• Work collaboratively with shelter staff, security (if applicable), and community first responders.
• Interact professionally with funders, vendors, and external partners during site visits or service delivery.
• Participate in team meetings, trainings, and continuous quality improvement efforts.
• Performs all other related duties as assigned.

Requirements:

Education and Experience:

• High School diploma or GED required.
• Six months experience in the human service or customer service field, preferably with persons who are homeless.
• Basic computer skills in MS Office Software, web browsing, and navigation of MS Windows platform; or a willingness to be trained on developing computer skills.

Skills and Competencies:

• Knowledge of principles and processes for providing customer service. Ability to establish and maintain cooperative working relationships.
• Ability to motivate and engage clients residing in the facility. Ability to identify problems that are not easily defined and resolve them before the problem escalates.

Benefits Package:

• Robust professional development and training opportunities
• Medical, prescriptions, dental and vision insurance
• Retirement savings plan with company match
• Company-paid and supplemental life insurance
• Short Term/ Long Term disability
• Group Life Insurance and AD&D
• Other Volunteer Insurance Benefits
• Flexible spending accounts
• Paid vacation, sick and personal leave
• 11 paid holidays
• Tuition reimbursement
• Employee referral bonus program
• Parenting leave
• Pet's Insurance

Work Schedule: Friday - Sunday, 4:00 PM - 12:00 AM