Shelter Support Specialist: on-call

NVFS Branding; Manassas (VA); On-site; USD 32,000 - 34,000; Full time

Job summary

Northern Virginia Family Services (NVFS) seeks Shelter Support Specialists to provide on-site, 24/7 awake coverage at the SERVE Emergency Family Shelter. You will nurture a safe, trauma-informed environment, build trust with guests, and collaborate with Housing Counselors to support housing goals.

The role emphasizes evidence-based approaches, including Motivational Interviewing and Harm Reduction, with on-call shifts and a starting pay of $23.50 per hour.

Qualifications

• Experience in human services, social services, housing, or related fields.
• Associate or bachelor’s degree preferred.
• Experience with homelessness, crisis, trauma, or mental health challenges preferred.
• Ability to stay calm and exercise sound judgment.
• Strong interpersonal and de-escalation skills.
• Fluency in English; bilinguals a plus.
• CPR/First Aid preferred; willingness to obtain certification.
• Proficiency with Microsoft Office Suite.

Responsibilities

• Foster a safe, respectful, welcoming environment by building trusting relationships with shelter guests and responding to their needs with empathy, professionalism, and cultural humility
• Conduct shelter orientations within 24 hours of arrival to ensure understanding of shelter expectations, policies, procedures, and 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
• Document incidents accurately and confidentially in accordance with program guidelines
• Assist in maintaining a clean, safe shelter environment, including light cleaning and upkeep of the facility and grounds
• Ensure CACFP compliance related to meal planning, menu preparation, and documentation
• Work with Housing Counselors to support eligibility screening, assessments, intakes, and program enrollment
• Assist guests with housing searches and progress toward rapid rehousing goals
• Help guests apply for essential services and documentation (IDs, SSN, birth certificates)
• Maintain accurate guest records in NVFS guidelines
• Participate in team meetings, trainings, and supervision with the Program Supervisor
• Collaborate with staff, volunteers, and contractors to provide coordinated services
• Maintain familiarity with shelter systems, program software, procedures, and resources

Skills

Customer service

Communication

De-escalation

Crisis management

Team collaboration

English fluency

On-call resilience

Education

Assoc/Bach in human services

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.