job Program Assistant- Shelter

The Salvation Army Social Services is seeking a program assistant for the Crossroads Men’s Emergency Shelter. The program assistant role is responsible for the safety and security of the households, staff, and volunteers who are temporarily staying at facilities serving individuals or families who do not have permanent housing. Program Assistants treat all those receiving services with dignity and understanding. Program assistants implement the rules of the program fairly and equitably. Any special or unusual concern is to be brought to the immediate attention of the supervisor. Assigned shift may include: day/swing/overnight, weekends, holidays.

Duties and Responsibilities

Customer Service & Guest Support

· Provide strong customer service to guests, including positive and supportive communication.

· Build and maintain professional relationships with shelter residents, partners, volunteers, and staff.

· Provide information and referrals to social service programs or connect guests with appropriate staff.

· Provide meal service in compliance with ServSafe regulations during designated times.

 

Program Compliance & Documentation

· Understand and communicate expectations of bed agreements and program policies.

· Ensure compliance with policies and maintain accurate record-keeping.

· Maintain shift notes, program materials, client files, and data according to contract and organizational standards.

· Conduct guest unit/bed assignment checks to support adherence to program expectations.

 

Front Desk & Reception Operations

· Perform general front desk duties, including answering phones and greeting guests.

· Follow program check-in procedures and assist guests in alignment with program services.

· Maintain accurate counts of guests, partners, and visitors on-site at all times.

 

Safety, Conflict Resolution & Emergency Response

· Address conflicts and mediate issues to maintain a peaceful and safe environment.

· Conduct routine safety checks inside and outside the shelter.

· Respond promptly to emergencies, including medical or safety concerns, following established protocols.

· Communicate urgent concerns through the appropriate chain of command.

 

Education/Experience

· High School diploma or G.E.D. required.

· Experience working with homeless, addictions, mental illness and other vulnerable populations preferred

Skills

· Conflict Resolution: provide a positive, solution-focused approach to conflict.

· Self-Direction: work independently within clear parameters within a team environment.

· Problem solving skills: Ability to assess complex and changing situations, identify barriers and develop creative solutions.

Qualities

· Demonstrate history of providing professional services.

· Demonstrate history of providing customer service in a professional setting.

· Desire to serve others by building on their strengths.

· Comfortable working in a crisis-oriented environment and responding appropriately to a person in crisis.

· Ability to respond with humility to diversity and the needs of our unhoused neighbors.

· Ability to work effectively, cooperatively and respectfully with staff, volunteers, guests, partners and community members regardless of race, ethnicity, national origin, partner status, faith, age, socio-economic status, gender identification, and physical or mental ability.

· Act with honesty and integrity; exercise appropriate discretion and maintain confidentiality of information.

· Ability to work schedule as assigned, working as a part of a 24-hour system, and staying awake at all times during work hours.

· Supportive of The Salvation Army’s mission

· Able to reflect and model the high standards of our organization

What best describes this position?
Emergency Shelter Program Assistant

Does this position require a specialized license?
No

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