The Shelter Program Coordinator is a full-time role focused on enhancing the effectiveness, efficiency, and productivity of our Shelter Program through strategic coordination. Leading by example, they train and mentor shelter staff to foster a cohesive team dedicated to delivering high-quality services to program participants. Additionally, the Coordinator directly engages with shelter participants, assessing their needs and making critical operational decisions. Proficiency in handling emergency situations is crucial.
This role involves coaching 7 to 12 shelter advocates individually and collectively to ensure compliance with government and grant regulations. The coordinator oversees the implementation of training for new hires and ongoing development for current staff, providing crucial support in managing day-to-day challenges that arise in participant interactions. Upholding Welcome House Core Values—Compassion, Advocacy, Integrity, Quality, Leadership, and Community—the coordinator plays a pivotal role in sustaining our mission-driven approach.
PRINCIPAL DUTIES & RESPONSIBILITIES
1. Meet Needs of Program participants
• Manages the program participant roster to coordinate room assignments and facilitate intakes while ensuring efficient use of available space. Evaluates household composition to provide recommendations on shelter bed availability.
• Screens shelter requests to assess suitability for Welcome House Shelter, offering appropriate referrals when the shelter is full or not a viable option.
• Supports the scheduling and coordination of shelter intakes as necessary.
• Distributes essential personal items to program participants.
• Conducts shelter intakes and exit interviews as required.
• Assists with the preparation and serving of meals and snacks as needed.
2. Meets Shelter Program Needs
• Accepts donations and deliveries as needed and ensures all staff properly complete donation records.
• Supervises volunteers as required, ensuring accurate and timely submission of tracking records.
• Assists the Shelter Services Supervisor in arranging staff coverage for open shifts when necessary.
• Collaborates with the Shelter Services Supervisor and Development Team to maintain adequate non-food supplies, including hygiene products, medications, cleaning materials, office supplies, forms, and building essentials. Retrieves available items, as needed.
• Prepares a weekly overview of supply and food orders required for the shelter.
• Participates in on-call duties and emergency backup, responding to Emergency Shelter program staff to provide necessary support when needed.
3. Maintain the Physical Safety of the Building
• Conducts hourly walkthroughs of the shelter to ensure safety and order.
• Monitors the shelter/agency phone and oversees access at the shelter front door.
• Maintains a secure environment during exit interviews.
• Contributes to workspace cleanliness and performs necessary tasks to keep the facility ready for residential service, including basic maintenance duties.
4. Training/Coaching
• Facilitates the smooth onboarding of new hires by collaborating with designated training staff, ensuring that new team members are integrated and understand their roles. Provides ongoing guidance and support to team members to enhance their knowledge and skills for working with clients.
• Follows and upholds Policy and Procedures while ensuring compliance with established guidelines, though program monitoring is handled by other designated personnel.
• Supports and collaborates with team members to ensure a respectful and cooperative environment, sharing collective responsibility for achieving client outcomes.
• Encourages a culture of teamwork and promotes constructive problem-solving within the team.
• Coordinates with the Supervisor and/or Director to schedule regular team meetings, prepare agenda items, and record meeting minutes as needed.
• Serves as the primary point of contact for emergencies and urgent situations when the Director or Supervisor is unavailable, ensuring appropriate responses in these cases.
5. Administration
• Updates and reviews the staff log promptly to document all daily activities.
• Assists the Supervisor and Director with data collection, reporting, and analysis of outcomes as needed.
• Inputs program participant demographics into the VESTA reporting system within three business days.
• Maintains accurate participant files, ensuring all new participant folders are correctly compiled according to grant requirements. Reviews participant files upon exit and reports any compliance issues to the Shelter Service Supervisor.
6. Internal/External Collaboration
• Fosters positive public relations and serves as a liaison with community service providers and partner agencies.
• Collaborates with the Development Department to streamline processes for managing donations and volunteers.
• Works closely with internal staff and programs to ensure program participants’ needs are addressed efficiently and effectively.
• Coordinates and facilitates weekly house meetings as needed.
• Attends all mandatory agency meetings, trainings, team huddles, program team meetings, department meetings, and supervision sessions.
• Advocates on behalf of staff, volunteers, and program participants.
• Builds networks and partnerships to enhance the quality and impact of services provided.
7. Other duties as specified by the Shelter Services Supervisor and/or Director of Homeless Solutions.
QUALIFICATIONS:
Education:
• Bachelor’s Degree in a related field of Social Work, Human Services, Sociology, or Psychology preferred.
Experience
• A minimum of 3-5 years’ experience working with individuals and families experiencing homelessness preferred. Experience in homelessness, substance abuse, or mental health services is desired.
Skills/Specialized Knowledge/Abilities
• Ability to engage appropriately with program participants and be an active listener
• Demonstrate attention to detail skills
• Ability to work with diverse populations
• Ability to work independently as well as part of a team
• Ability to multi-task
• Ability to collaborate both internally and externally
• Ability to maintain clear personal and professional boundaries with participants and staff.
• Strong communication, problem-solving, and conflict resolution skills.
• Proficient computer skills, including data entry and software applications.
• Ability to work effectively in changing and demanding environments.
• Prior experience using the Homeless Management Information System (HMIS) is a plus.
• Knowledge of community resources and the ability to navigate eligibility requirements.
• Self-starter with the ability to work independently and prioritize tasks
Key Performance Indicators:
• Gains knowledge of community resources
• Gains knowledge of job readiness
• Understands agency vision/mission and how to achieve agency goals
• Understands culture of poverty and works effectively with program participants
• Proficient in program participant’s engagement
• Proficient in documentation and have to ability to train staff
• Involvement with community partnerships
• Proficient knowledge of Mental Health/Substance Abuse resources
• Provides training, coaching, and mentoring of staff
• Proficient in assessment
• Accurate and timely data entry into HMIS.
• Compliance with policies, grant funding guidelines, and confidentiality standards.
WORKING CONDITIONS:
Working Hours/Environment
• Office hours are 24 hours and seven days a week. Typically work M-F 9-5.
• Must be willing and able to work occasional nights, weekends and holidays (may be required to work flexible schedules to provide staff coverage)
• Work typically performed in an indoor 3-floor office building
Tools and Equipment Used
• Computer, copier, fax/scanner, phone, other typical office equipment, kitchen equipment, and basic troubleshooting of plumbing, HVAC in emergency situations
Travel
• Occasional travel may be required.
Physical and Mental Demands
• Frequently required to sit at a desk/workstation for an extended period
• Ability to work at a computer terminal for extended periods of time
• Digital dexterity and hand/eye coordination in operation of office equipment
• Ability to speak to and hear employees/program participants via phone or in person
• Body motor skills sufficient to enable incumbent to move between 3 floors
• Additional Mental Requirements: compare, decide, direct, problem solve, analyze, instruct, interpret
• Minimum lifting to 50 pounds
Interested parties should submit a cover letter and resume via e-mail to: humanresources@welcomehouseky.org
Welcome House is an equal opportunity employer. Employment selection and related decisions are made without regard to gender, race, age, disability, religion, national origin, color, gender identity, sexual orientation, veteran status or any other protected class.
