Senior Support Staff

Senior Support Staff – Individual Shelter – Smith Family Housing Resource Center

Father Bill's & Main Spring is committed to ending and preventing homelessness in Southern Massachusetts with programs that provide emergency and permanent housing and help people obtain skills, jobs, housing, and services. We help people who are struggling with homelessness or are at risk of homelessness to achieve self-sufficiency.

The Senior Support Staff plays a critical leadership role in ensuring the safety, structure, and smooth operation of the shelter. This position is responsible for enforcing rules and regulations, monitoring security, and responding effectively to emergencies while maintaining clear documentation and communication in line with program guidelines. The Senior Support Staff provides direct support to guests, initiates crisis intervention when necessary, and ensures a professional and compassionate environment.

Additionally, they serve as a mentor for General Support Staff, assist with training and development, and act as a liaison between management and frontline staff to address operational and guest-related concerns. This role requires strong leadership in crisis management, attention to detail in record-keeping, and a commitment to upholding professional boundaries and confidentiality standards. This Senior Support Staff reports directly to the Operations Coordinator/Operations Manager.

Hours/Days: 11pm- 8am

Essential Responsibilities:

• Ensure the safety of guests and site.
• Support an environment of collaboration, communication, and teamwork between all staff on shift, maintaining a singular focus of safety and well-being of all guests in shelter.
• 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.
• Supporting supervisor (on-call and regular) in shift call outs and finding replacement. Ensuring there is adequate shift coverage while on shift etc.
• Supporting management with staff attending and completing trainings.
• Takes the lead with communication and coordinating care in the absence of a manager if emergency services or law enforcement are on site.
• Ensure incident reports are created, thoroughly written and distributed appropriately.
• Supporting management with organizing supplies/in-kind donations.
• Complete/ensure completion of intake process for new guests.
• Provide support and structure, being attentive to guest/resident problems or concerns.
• Initiate crisis intervention when necessary.
• Record documentation as required by program guidelines.
• Required to attend and actively participate in meetings and trainings as requested.
• Monitor security cameras.
• Communicate concerns regarding behaviors, health and safety to appropriate staff/personnel.
• Monitor entry to site and telephones 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.
• Serve as a mentor and leader for General Support Staff.
• Take on a leadership role in crisis management, ensuring that shelter operations run smoothly, and guests' needs are met with urgency and care.
• Assist in the training and development of new staff.

Skills &

Competencies:

• Empathy:
  An understanding and empathy for those dealing with homelessness and related issues.
• Professionalism:
  Maintains the highest level of professionalism in the delivery of services, building of relationships, collaboration with co-workers, and representation of Father Bill's & Main Spring within the organization and the community.
• Communication:
  Speaks appropriately in positive and/or negative conversations with supervisors, co-workers, volunteers, donors and constituents;
  Articulates the goals of Father Bill's & Main Spring.
• Record-Keeping:
  Routine clerical or record-keeping incidental to the essential responsibilities of the job (including, but not limited to, data entry and case file updates).
• Job Knowledge:
  Possesses the practical and technical knowledge required on the job.
• Attendance:
  Acceptable…