Advocate Shift Lead; Day Shift

Position: Housing Advocate Shift Lead (Day Shift)
Summary:

The Housing Advocate Shift Lead plays a key leadership role in fostering a safe, welcoming, and empowering environment for all shelter guests and team members. This position provides day-to-day direction, mentorship, and support to team members to ensure consistent, high-quality service delivery. The Lead Advocate helps maintain a strengths-based, trauma-informed culture that promotes collaboration, accountability, and continuous learning across all shifts.

This role acts as a bridge between direct service staff and program leadership, helping to communicate expectations clearly, encourage professional growth, and model integrity and compassion in every interaction.

Responsibilities:

Client Engagement & Support

* Welcome and engage each client with empathy, compassion, and respect, creating a supportive atmosphere that promotes trust and safety.

* Conduct client intake, orientation, and initial screenings to ensure smooth transitions into shelter services.

* Build positive rapport and encourage client strengths, resilience, and progress toward housing stability.

* Provide crisis support and de-escalation using trauma-informed and person-centered approaches.

* Ensure client access to essential services such as meals, showers, laundry, clothing, and hygiene supplies in a respectful and equitable manner.

Health, Safety & Facility Management

* Promote and maintain a clean, safe, and secure shelter environment through regular health and safety checks.

* Conduct weekly room inspections and provide constructive feedback in a supportive and solution-focused way.

* Monitor shelter spaces and respond calmly and effectively to safety concerns or emergencies.

* Support facility organization, cleanliness, and the management of supplies and donations.

* Oversee client belongings stored on-site, maintaining organization and accountability.

Leadership, Team Development & Collaboration

* Serve as an on-site leader and resource for staff, ensuring smooth operations and a unified team approach across shifts.

* Model professionalism, empathy, and accountability in all interactions with clients and colleagues.

* Foster an inclusive, positive, and collaborative work culture that values each team member's contributions.

* Provide guidance, feedback, and informal coaching to staff, helping them develop their confidence and skills.

* Support new team members through on-site orientation, training, and mentorship opportunities.

* Communicate schedule changes, call-offs, and staffing needs to the Program Manager, assisting with coverage when needed.

* Participate actively in team meetings and collaborative problem-solving to strengthen shelter operations.

* Build and maintain strong working relationships with colleagues, volunteers, donors, contractors, and partner agencies.

Documentation & Compliance

* Accurately record client interactions, incidents, and shelter activities in the Homeless Management Information System (HMIS).

* Track and report daily census, bed availability, and referral activity.

* Complete timely and objective incident and shift reports.

* Support adherence to agency policies, procedures, and grant compliance requirements.

* Participate in required trainings to enhance professional growth and service quality.

Professional

Skills:

* Ability to use technology, including Microsoft office, an electronic database.

* Ability to document/communicate effectively verbally, in writing, and via email.

* Ability to work effectively as a team, demonstrating a professional demeanor and maintaining clear lines of communication with teammates and leadership.

* Professionally represent NSO and promote NSO mission and vision statements.

* Promote a harmonious work environment.

* Ensure consumer satisfaction through process of monitoring, improving, and delivering excellence in program services.

* Open to new approaches and taking the steps to increase knowledge, skills and abilities, both from within and outside NSO.

* Model the Pillars and guiding principles of NSO at all times.

* Compassionate, trauma-informed, and client-centered approach

* Strong leadership and team-building skills

* Effective coaching, mentoring, and conflict resolution…