On-Call Shelter Support Staff

Overview

On Call and On Point. The Women's shelter team is hiring a pool of on-call support staff to join the team. This is a great role to get some experience, learn a little of everything and get your foot in the door for future full-time opportunities.

This position also serves as a talent pipeline for WHNC. On-Call staff may be considered for permanent or regularly scheduled positions (such as Intake Specialist, Housing Support Specialist, or other shelter operations roles) as vacancies become available, based on performance, training completion, and organizational need.

Schedule:

on-call, hours varied based on need, includes weekends and holidays

Location:

5400 Gibson Blvd SE, Albuquerque

Women’s Housing Navigation Center offers a safe and welcoming environment to women experiencing homelessness in Albuquerque. The center is open year-round and offers meals, a warm overnight bed, and secure under-bed storage. The shelter provides low barrier, trauma-informed case management, job searching, and other supportive services. The team works to guide guests through a successful exit from the shelter to safe, stable housing, and a plan for ongoing support.

You will do a little of everything and learn the different areas in the shelter. As an On-Call Shelter Operations Support Specialist, you provide flexible, on-demand coverage to support daily shelter operations at the Women’s Housing Navigation Center. Your primary focus will be ensuring continuity of shelter operations, resident safety, documentation accuracy, and compliance during staffing gaps, call-outs, high census periods, or emergency situations.

You may get to do limited case management support activities that align with client Individual Service Plans (ISPs) and program goals, while maintaining a primary focus on shelter operations and coverage. On-Call staff may assist clients with completing housing applications, benefit applications, documentation gathering, appointment preparation, and other time-sensitive tasks that support progress toward housing stability, under the guidance of supervisory or case management staff.

Shelter Operations and Resident Oversight

• Monitor dormitory and common areas to ensure resident safety, cleanliness, and compliance with shelter rules
• Conduct routine rounds and wellness checks
• Enforce curfew, quiet hours, and behavior expectations
• De-escalate conflicts and respond to incidents following trauma-informed practices
• Document incidents, shift activities, and operational concerns

Intake and Documentation Support (as assigned)

• Support guest intake, check-in, and orientation processes
• Assist with HMIS data entry, census counts, and daily reporting
• Support completion of required forms and documentation
• Maintain confidentiality and data integrity

Operational Support

• Assist with meal service coordination, supply distribution, and facility needs
• Support scheduling, transportation coordination, and daily shelter flow
• Respond to emergencies according to established protocols
• Communicate operational issues to supervisory staff in a timely manner

Case Management Support

• Assist clients with completing housing, benefit, and service applications
• Support clients in gathering required documentation related to housing or benefits
• Assist with ISP-aligned tasks as directed by Housing Support Specialists or supervisors
• Help clients prepare for appointments, interviews, or coordinated entry processes
• Document support activities accurately and communicate updates to the assigned case management staff

Other Duties as Assigned

• Perform other duties as assigned to support shelter operations, emergency response, and continuity of services

• Crisis Intervention and De-escalation
• Trauma-Informed Care
• Conflict Resolution
• Shelter Operations and Safety Compliance
• Intake and Documentation Support (HMIS, census tracking)
• Community Resource Navigation
• Cultural Competency
• Transportation Safety (when assigned)
• Operational Flexibility and Rapid Response