Shelter Support Specialist: on-call

Northern Virginia Family Services; Manassas (VA); On-site; USD 27,000 - 38,000; Full time

Job summary

Northern Virginia Family Services (NVFS) seeks Shelter Support Specialists to provide 24-hour awake coverage at the SERVE Emergency Family Shelter in Manassas, VA. You will foster a safe, welcoming environment, conduct orientations within 24 hours of arrival, and work with Housing Counselors to support guests toward housing stability.

The role emphasizes trauma-informed care, de-escalation, and collaboration with team members to ensure safety and effective services for families experiencing

Qualifications

• Experience in human services, housing, or related fields.
• Degree in human services, social work, psychology, or related field preferred.
• Experience supporting homeless individuals or families preferred.
• Ability to stay calm and exercise sound judgment in stressful situations.
• Strong interpersonal, communication, conflict resolution, and de-escalation skills.
• Ability to work independently and as part of a multidisciplinary team.
• Commitment to confidentiality and ethical standards.
• Strong attendance, punctuality, and reliability.
• English fluency; bilingual skills in client languages a plus.
• CPR/First Aid certification preferred.

Responsibilities

• Foster a safe, respectful, and welcoming environment by building relationships with shelter guests and responding with empathy and professionalism.
• Conduct shelter orientations within 24 hours of arrival to ensure understanding of expectations and resources.
• Encourage participation in programming and help guests develop skills for housing stability.
• Model positive interactions and use de-escalation and trauma-informed practices.
• Ensure safety and security by monitoring the shelter and perimeter checks.
• Inspect rooms and personal property per shelter policies.
• Respond to emergencies following agency protocols, including evacuations when needed.
• Document and report incidents per guidelines.
• Assist in maintaining a clean, safe shelter environment and light upkeep.
• Ensure CACFP meal planning and documentation requirements are met.
• Collaborate with Housing Counselors on eligibility, assessments, and enrollment.
• Assist guests with housing searches and rapid rehousing goals.
• Help guests obtain essential documents (IDs, SS cards, birth certificates).
• Maintain confidential guest records per program standards.
• Participate in meetings, trainings, and supervision with the Program Supervisor.
• Collaborate with staff, volunteers, and contractors for coordinated services.
• Maintain familiarity with shelter systems, program software, and resources.

Skills

Interpersonal skills

Communication skills

De-escalation

Cultural humility

Bilingual abilities

Education

Associate or bachelor’s degree in human services or related field

Tools

Microsoft Office Suite

Job description

MULTIPLE OPENINGS:

Join the NVFS Family: We are looking to hire Shelter Support Specialists to join the SERVE Homeless Shelter team. In this role, you will provide essential 24-hour awake coverage and supervision at the SERVE Emergency Family Shelter, helping create a safe, welcoming, and trauma-informed environment where individuals and families experiencing homelessness can begin working toward housing stability.

As a Shelter Support Specialist, you are considered essential personnel and play a critical role in the safety, security, and smooth daily operations of the shelter. You will build positive relationships with shelter guests, respond to their needs with empathy and professionalism, and work collaboratively with Housing Counselors and other team members to support guests in achieving their housing goals.

This role utilizes evidence-based, person-centered approaches, including Motivational Interviewing, Trauma-Informed Care, and Harm Reduction Strategies. Consistent attendance, punctuality, and reliability are essential to ensuring uninterrupted shelter operations and the safety and well-being of our guests.

Why This Role Matters

Our SERVE Shelter provides more than temporary housing. It offers stability, dignity, and support during difficult times. As a Shelter Support Specialist, you play a vital role in creating a safe and compassionate environment while helping individuals and families build skills, access resources, and work toward long-term housing stability and independence.

We are looking to hire Shelter Support Specialists for the following shifts:

• On-Call: Monday to Friday
  • 4pm to 12am
• On-Call: Saturday to Sunday
  • 8am to 8pm
  • 8pm to 8am

Benefits and Compensation:

We want you to be well, have work/life flexibility, grow your career with us, and have the resources and support you need. Check out our comprehensive benefit offerings here in support of various dimensions of your wellbeing.

The pay for this role is $23.50/hour and is an on-site role.

In this role, you will be responsible for:

• Foster a safe, respectful, and welcoming environment by building trusting relationships with shelter guests and responding to their needs with empathy, professionalism, and cultural humility
• Conduct shelter orientations for guests within 24 hours of arrival to ensure understanding of shelter expectations, policies, procedures, and available resources
• Encourage guest participation in shelter programming and support guests in developing skills that promote long-term housing stability and independence
• Model and reinforce positive interactions among shelter guests and help resolve conflicts using de-escalation and trauma-informed practices
• Ensure the safety and security of guests, volunteers, visitors, and staff by monitoring the shelter environment and conducting regular interior and exterior perimeter checks
• Conduct routine room and personal property inspections in accordance with shelter policies
• Respond promptly and effectively to emergencies, behavioral concerns, medical incidents, and crisis situations by following agency and shelter protocols, including evacuations when necessary
• Accurately document and report incidents in accordance with agency and program guidelines
• Assist in maintaining a clean, safe, and welcoming shelter environment, including light cleaning and upkeep of the facility and grounds when needed
• Ensure compliance with Child and Adult Care Food Program (CACFP) requirements related to meal planning, menu preparation, and documentation
• Work in partnership with Housing Counselors to support guest eligibility screening, assessments, intakes, and program enrollment
• Assist guests with housing searches and support progress toward rapid rehousing goals
• Help guests apply for essential services and documentation, including ID cards, Social Security cards, and birth certificates
• Maintain accurate, timely, and confidential guest records in accordance with program standards and NVFS guidelines
• Participate in team meetings, trainings, and regular supervision with the Program Supervisor
• Collaborate effectively with program staff, volunteers, and contractors to provide coordinated, high-quality services
• Maintain familiarity with shelter systems, program software, procedures, and resources

Your Background:

We understand that you may obtain skills through a variety of professional, personal, educational, and volunteer experiences.

• Experience in human services, social services, behavioral health, housing, hospitality, customer service, education, residential services, security, childcare, or another helping profession
• Associate or bachelor’s degree in human services, social work, psychology, or a related field preferred
• Experience supporting individuals or families experiencing homelessness, crisis, trauma, mental health challenges, or substance use strongly preferred
• Demonstrated ability to remain calm, exercise sound judgment, and effectively manage stressful situations while maintaining professional boundaries
• Strong interpersonal, communication, conflict resolution, and de-escalation skills
• Ability to work independently while collaborating effectively as part of a multidisciplinary team
• Demonstrated commitment to confidentiality, professionalism, and ethical standards
• Strong attendance, punctuality, and reliability
• Oral and written fluency in English; bilingual skills in client languages such as Spanish, Creole, and Farsi are a plus
• CPR/First Aid certification preferred; if not certified, must be willing and able to obtain certification through NVFS-provided training
• Digital and technical proficiency, including working knowledge of Microsoft Office Suite

Additional Requirements:

• Successful completion of background checks upon hire
• TB test
• May be called upon to drive an agency van to transport guests to appointments and other services with a clear Motor Vehicle Record and valid U.S. driver’s license
• May be called upon to work beyond regular working hours
• Must be able to remain awake and on-site throughout the assigned shift
• Must be able to respond physically to potential emergencies, including building evacuations
• Must be able to lift a minimum of 50 pounds

Working at Northern Virginia Family Services (NVFS) means doing work that matters every day because of the difference you will make in the lives of children and families in Northern Virginia. NVFS’ breadth, depth and scope of services offer the resources and support to ensure that everyone in need, at every stage of life, maximizes their potential and fully contributes to a thriving community. At NVFS, we value every team member’s contribution and our collective impact on our clients and the community. NVFS is an equal opportunity employer, E-Verify participant and drug-free workplace.