On-Call Shelter Support Staff

About Gateway West Shelter

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. 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.

The On‑Call Shelter Support Specialist serves as a flexible, cross‑trained frontline staff member who fills operational gaps at Gateway West as needed. This role is designed to provide coverage across multiple shelter functions, including dorm monitoring, intake support, and limited transportation support, depending on shift needs. On‑Call staff are activated to ensure continuity of shelter operations, client safety, data integrity, and compliance during staffing shortages, call‑outs, high census periods, or emergency situations.

This position also serves as a talent pipeline for Gateway West. On‑Call Shelter Support Specialists may be considered for permanent or regularly scheduled positions (such as Dorm Monitor, Intake Specialist, or other shelter roles) as vacancies become available, based on performance, training completion, and organizational need.

This position requires adaptability, strong judgment, and the ability to step into different operational roles while maintaining trauma‑informed, client‑centered care.

No formal supervisory responsibilities.

• 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

• 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

• High School Diploma or GED required
• Minimum 1 year of experience in a shelter, residential, or human services setting preferred
• Experience working with individuals experiencing homelessness strongly preferred
• Ability to work flexible, on‑call shifts including nights, weekends, and holidays
• Strong interpersonal, communication, and de‑escalation skills
• Understanding of trauma‑informed care and cultural humility
• Basic computer proficiency; HMIS…