Residential Counselor

Residential Counselor

Making Opportunity Count Inc West Roxbury, Massachusetts, United States

MOC's mission is to empower families to achieve economic security by eliminating barriers and creating opportunities. To alleviate poverty, we deliver a variety of services including childcare, education, workforce development, nutrition, health, and community and housing support.

Residential Counselors play a vital role in supporting individuals and families in a congregate emergency shelter. They provide direct, hands-on support that fosters life skills, stability, and personal growth. Through a trauma-informed, client-centered approach, they help ensure the shelter operates smoothly and safely. Key responsibilities include conducting intakes, orienting new residents, and clearly communicating shelter policies, schedules, and expectations. Counselors maintain a safe, welcoming environment by upholding safety protocols, enforcing rules, and ensuring structure within a 24/7 facility.

They also perform light housekeeping, complete shift duties on time, and offer compassionate crisis support when needed. This role is essential in creating a respectful, supportive space where all residents feel seen, safe, and empowered.

• Provide case management support to families in coordination with the site team that supports barrier reduction.
• Communicate and enforce rules and regulations to ensure smooth operation of the site.
• Respond effectively to emergency situations, document appropriately and communicate according to the established guidelines.
• Complete intake process and support the transfer, separation or termination of an EA family.
• Provide support and structure, being attentive to guest/resident/visitor problems or concerns.
• Initiate crisis intervention when necessary.
• Record documentation as required by program guidelines including but not limited to shift logs, reports, and compliance documents.
• Required to attend and actively participate in meetings and training as requested.
• Monitor security cameras, complete building rounds and ensure the facility is secure.
• Provide light housekeeping duties that support the cleanliness and maintenance of the site.
• Follows established procedures related to scheduling and staffing issues.
• Communicate concerns regarding behaviors, health and safety to appropriate staff/personnel.
• Monitor entry to site and communications with the upmost professionalism.
• Maintain privacy of resident/guest information in accordance with agency policies, procedures and practices and as required by law.
• Complete all shift tasks according to program guidelines.
• Complete inspections as required by guidelines.
• Other duties as assigned by program manager/director.

• High School Diploma or equivalent required
• 3 year previous experience working with individuals in need of social services (preferably low income individuals) strongly preferred
• Ability to follow shelter guidelines on safety, handling emergencies, etc.
• Ability to communicate effectively in English both verbally and in writing
• Excellent customer service, organizational, interpersonal, oral and written communication skills
• Proficient computer skills required in basic computer software and data collection

• Ability to move throughout the facility to conduct regular rounds and room checks, including at locations with stair-only access
• Must be able to ascend and descend multiple flights of stairs regularly
• Ability to move safely throughout worksites for extended periods of time during a shift
• Ability to bend, kneel, crouch, and reach as needed to perform room inspections, support shelter operations, and respond to client needs
• Ability to lift and carry up to 30 pounds
• Must be able to perform tasks that involve physical movement, such as setting up rooms, moving light furniture, or supporting emergency protocols
Visual and auditory acuity sufficient to monitor client activity and ensure a safe shelter environment
• Ability to respond quickly in emergencies, including the ability to move swiftly throughout the building