EVNSC Shelter Monitor Lead

The Salvation Army USA Western Territory; Everett (WA); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Paid holidays

Vacation time

Sick time

Medical insurance

Vision insurance

Dental insurance

Job summary

The Salvation Army USA Western Territory is seeking a Shelter Monitor Lead for their Everett New Start Center. This full-time position involves scheduling client intakes, conducting security rounds, and serving as a shift lead, ensuring safe operations during varied shifts.

The ideal candidate will possess a HS Diploma, customer service experience, and leadership skills. A benefits package including medical, vision, and dental insurance is offered. Apply today to help create a safe environment for shelter guests.

Qualifications

• Minimum of 1 year experience in public contact/customer service.
• Experience in social service shelter or residential preferred.
• Ability to pass background check as required.

Responsibilities

• Responsible for scheduling client intakes via telephone referrals.
• Conduct periodic walking inspections of the facility.
• Serve as shift lead, providing direction to Shelter Monitor staff.

Skills

Engage with diverse populations

Detail-oriented

Self-starter

Team player

Leadership and organization

Interpersonal skills

Customer service mindset

Education

HS Diploma or GED

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Email programs (Outlook)

Job description

Description

Everett New Start Center Shelter Monitor Lead (EVNSC) – Regular Full‑Time/Non‑exempt. Position located at the Everett shelter, Washington. This role requires supporting shelter operations across multiple shifts, including day, swing, and overnight. Shift assignments and schedules will be confirmed upon hire and may vary depending on operational needs.

Scope of Position

Responsible for scheduling client intakes via telephone referrals, conducting client interviews, processing guest intake data, and conducting security rounds. Serves as shift lead, providing direction to Shelter Monitor staff and ensuring safe, consistent, and effective site operations during assigned shifts. Works closely with participants of the Shelter Program and provides guidance to staff in responding to client needs, maintaining safety, and enforcing program policies under the supervision of the Site or Program Manager.

Duties & Responsibilities

• Respond to crisis and inquiry telephone calls by providing support, information, and referrals to other appropriate social service agencies.
• Provide assistance to residents to ensure a safe environment, including compliance with rules and policies.
• Conduct periodic walking inspections of all areas of the facility to identify and initiate appropriate action (correction, reporting, etc.) regarding hazards, inappropriate behavior, needed repairs, or other notable conditions.
• Conduct nightly check‑in procedures, room inspections, and room turnovers.
• Respond to emergency situations that may arise, making independent decisions within policy guidelines, as necessary.
• Provide crisis intervention and institute security procedures should a critical or threatening situation arise, including timely and appropriate notification to police, fire, emergency medical, and supervisory authorities.
• Conduct client intakes and departure processes as required by department policy.
• Provide orientation, support, and supervision to volunteers.
• Assist with the orientation and training of new staff, volunteers, and interns.
• Work cooperatively with other Salvation Army staff and programs.
• Represent Salvation Army programs to other community agencies and representatives in a respectful and positive manner.
• Participate in staff meetings.
• Maintain case records and required forms, and reports in the prescribed format.
• Prepare water, coffee, and snacks for guests when available.
• Perform general cleaning duties (mopping, sweeping, wiping down) of common areas as assigned.
• Work with janitorial staff as assigned.
• Serve as the designated shift lead, providing direction, coordination, and support to Shelter Monitor staff during assigned shifts.
• Act as the formal authority on duty in the absence of site leadership, ensuring continuity of operations and adherence to program policies.
• Assign and monitor staff tasks to ensure completion of required duties and maintain appropriate staffing coverage throughout the shift.
• Provide real‑time guidance to staff in managing client interactions, behavioral issues, and crisis situations.
• Ensure consistent enforcement of program rules, Code of Conduct, and safety procedures across all staff and clients.
• Review and ensure completion and accuracy of incident reports, log entries, and shift documentation.
• Communicate significant incidents, concerns, or operational issues to Site Manager or Program leadership in a timely manner.
• Support onboarding and mentoring of new Shelter Monitor staff to promote consistency in operations and service delivery.
• Assist in maintaining a safe, organized, and well‑functioning environment by proactively identifying and addressing operational issues during the shift.
• Comply with Salvation Army procedural requirements, including those set forth in the Policy & Procedure Manual and Employee Handbook.
• Perform other duties as requested.

Education & Experience

• HS Diploma or GED
• Minimum of 1 year experience in public contact/customer service
• Experience in social service shelter / residential preferred
• Prior leadership or lead experience preferred
• WA Driver's License preferred

Required Skills & Abilities

• An ability to engage with diverse populations in a respectful and culturally responsive manner.
• Detail‑oriented – attention to detail required.
• Self‑starter.
• Team player.
• Leadership and organization.
• Strong use of the English language in verbal and written communication.
• Excellent interpersonal skills.
• Effective communication and telephone skills.
• Ability to work in a fast‑paced environment and maintain poise under pressure.
• Customer service mindset.
• Ability and willingness to keep information confidential.
• Ability to pass a "Protecting the Mission" background check, as required by the Salvation Army.
• Ability to successfully complete Salvation Army child safety/vulnerable adult ("Protecting the Mission") background/reference check procedure.
• Basic mathematical skills (addition, subtraction, division, and multiplication).

Software‑Related Skills

• Knowledge of Microsoft Word and Excel preferred
• Knowledge of Microsoft PowerPoint
• Knowledge of the use of email programs, such as Outlook
• Working knowledge of integrated database applications and ability to use new software programs with basic training.

Physical Requirements

• Ability to rapidly travel over uneven surfaces, up and down steps, up and down ramps, and to climb stepladders, as necessary to perform the duties of the position.
• Ability to grasp, push, pull objects such as files, file cabinet drawers, and reach overhead.
• Ability to lift to 45.

Working Conditions

Work is primarily conducted in a sheltered environment, with occasional outdoor duties. Indoor settings ensure a consistent and predictable workplace, free from inclement weather. Noise, dust, dirt, or other factors may cause discomfort. For occasional outdoor tasks, appropriate attire based on weather forecast is required.

Work Schedule / Location

Position located at the Everett shelter, Washington. Schedule to be confirmed based on operational needs. Scheduling may vary.

Benefits

A generous benefits package is included with full‑time positions: paid holidays, vacation time, sick time, and medical, vision, and dental insurance.

Equal Employment Opportunity

Equal Employment Opportunity Employer. Minorities/Women/Veterans/People with Disabilities.