Trauma‑Informed Shelter Support Specialist

Boston Public Health Commission; Boston (MA); On-site; USD 1,853,000 - 2,311,000; Full time

Job summary

The Boston Public Health Commission (BPHC) in Boston, MA, is seeking a Counselor/Guest Support Specialist to support unhoused guests in shelter settings. You will welcome guests, maintain safety, coordinate services, and help link guests to housing and health resources.

Responsibilities include trauma-informed engagement, incident response, record-keeping, and collaboration with internal teams to ensure a dignified, supportive shelter environment.

Qualifications

• Associate degree or High School Diploma/GED with 1 year of related experience.
• Punctuality, professionalism and respect for guests and staff are required.
• Valid MA driver’s license and good driving record; license must be obtained if not currently held.

Responsibilities

• Welcome guests and check them into the system; review shelter rules as needed.
• Provide a safe and supportive shelter environment and ensure policy compliance.
• Conduct safety rounds and screening procedures for shelter entrants.
• Develop positive professional relationships with guests to facilitate care.
• Provide milieu support and engage guests in housing area activities.
• Respond to emergencies and crises according to HSB policies.
• De-escalate conflicts and intervene to prevent crises.
• Conduct assessments to determine needs and refer to internal/external programs.
• Coordinate with service teams and liaison with healthcare and recovery services.
• Assist with daily living tasks and organize distribution of guest resources.
• Maintain records and data entry in HMIS/ETO; uphold confidentiality.

Skills

Customer service

Professional communication

Trauma-informed care

Education

Associate degree OR High School Diploma

Tools

HMIS data entry

ETO systems

Job description

The Boston Public Health Commission (BPHC) in Boston, MA, is seeking a Counselor/Guest Support Specialist to support unhoused guests in shelter settings. You will welcome guests, maintain safety, coordinate services, and help link guests to housing and health resources.

Responsibilities include trauma-informed engagement, incident response, record-keeping, and collaboration with internal teams to ensure a dignified, supportive shelter environment.