On-Call Shelter Support Staff

On Call and On Point

Our shelter team is hiring a pool of on‑call support staff to jump in and keep things running smoothly.

On‑call for a variety of shifts, including weekends and holidays. Hours will vary as on‑call needs require.

7440 Jim McDowell Rd

Being part of the on‑call pool helps us create a talent pipeline for future full‑time roles. On‑call Shelter Support Specialists may be considered for permanent or regularly scheduled positions as vacancies become available, based on performance, training completion, and organizational need.

Gateway West is Albuquerque’s largest shelter, serving an average of 600 people per night, with cold winter nights bringing in more than 700 people, offering a safe and welcoming environment to people experiencing homelessness. The center is open year‑round, offering meals, a warm overnight bed, and secure under‑bed storage. Shuttle service is provided daily. The team provides easy access to trauma‑informed services such as case management, job searching, and other supportive services.

The team’s goal is to guide guests through a successful exit from the shelter to safe, stable housing and a plan for ongoing support.

You will get to do a little of everything in this flexible, cross‑trained frontline role, filling operational gaps at Gateway West as needed. Your main impact is to provide coverage across multiple shelter functions, including Dorm Monitoring, Intake Support, and limited Transportation Support, depending on shift needs. You will be activated to ensure continuity of shelter operations, client safety, data integrity, and compliance during staffing shortages, call‑outs, high census periods, or emergency situations.

• Monitor dormitory areas to ensure resident safety, cleanliness, and compliance with shelter rules
• Conduct routine rounds and wellness checks
• Enforce curfew, quiet hours, and lights‑out procedures during night shifts
• Support conflict resolution between residents and elevate concerns appropriately
• Provide emotional support and referrals as needed
• Document incidents, rule violations, and shift activities

• Assist with guest intake and check‑in processes
• Support data entry and documentation in HMIS and related systems
• Assist with daily census counts and reporting
• Support completion of assessments and basic service navigation
• Maintain confidentiality and data accuracy

• Transport clients to medical appointments, shelter referrals, or approved locations
• Conduct pre‑ and post‑trip vehicle inspections
• Follow all safety protocols and documentation requirements
• Prioritize medically fragile clients when assigned

• Support meal distribution, supply restocking, and facility needs
• Respond to emergencies following established protocols
• Maintain professional communication with staff, residents, and partners
• Step into other shelter operational tasks as needed to maintain continuity

• Perform other duties as assigned to support shelter operations, emergency response, and continuity of services as operational needs evolve.
• May be temporarily assigned additional responsibilities within scope of training and certification to ensure program compliance and client safety.

• You are ready when called, stepping into different operational roles to help the team.
• You always center trauma‑informed, culturally competent, client‑centered care.
• You are genuinely committed to working with unhoused, multicultural, low‑income populations.
• You practice self‑control and stress‑management, enabling you to handle the demands of working in an active 24/7 shelter environment.
• You are comfortable managing multiple tasks and priorities, meeting deadlines and following through.
• You have a proven ability to de‑escalate and mediate conflicts, demonstrating interpersonal and communication skills.
• You champion safety and compliance.
• You have the experience and an aptitude for picking up new skills, such as intake, documentation, HMIS, census tracking, community…