Residential Monitor

SUMMARY: Provide general support to and oversight of clients, enforce program procedures, and ensure living areas are maintained.

DUTIES AND RESPONSIBILITIES:

• Front Desk Operations

  • Greet all residents, staff, visitors, and volunteers with warmth and professionalism.

  • Verify identification for all visitors and maintain accurate visitor logs including name, time, and purpose of visit.

  • Conduct standardized bag screenings using a metal detection wand for all residents returning from movement, following established protocols.

  • Monitor security cameras and maintain awareness of activity in the lobby, courtyard, and entry areas.

  • Answer phones, relay messages, and direct inquiries to appropriate staff or departments.

  • Notify relevant staff when visitors or deliveries arrive and coordinate access.

  • Enforce access control policies and ensure no unauthorized individuals enter restricted areas.

  Parking Gate Operations

  • Open, close, and secure the parking gate for authorized vehicles. Greet all guests and employees at the gate.

  • Check driver identification to validate entry and direct vehicles to appropriate parking areas.

  • Monitor security cameras and conduct periodic courtyard walkthroughs, paying attention to restricted areas.

  • Notify the front desk of all visitors entering the courtyard, including their name and who they are meeting.

  • Coordinate with maintenance and landscaping teams regarding weather-related needs (shoveling, salting, repairs).

  Residential Floor Operations

  • Conduct a minimum of two floor safety checks per shift, documenting observations on the Floor Safety Check Shift Report.

  • Perform room walkthroughs by knocking and announcing before entry, scanning for visible safety concerns, and noting conditions.

  • Distribute medications on the floors according to established schedules and protocols, verifying participant identity and documenting each distribution.

  • Enforce program rules including the no-food-on-the-floors policy using calm, consistent, and trauma-informed redirection.

  • Oversee meal periods by maintaining a visible presence in the dining area, monitoring for conflicts, and ensuring food is not carried to the floors.

  • Provide physical escorts for participants to behavioral health appointments, medical visits, internal transfers, and other internal needs, completing warm handoffs to receiving staff.

  • Monitor staff presence and engagement on the floors during walkthroughs and provide verbal correction when necessary.

  De-Escalation and Conflict Resolution

  • Intervene early in resident conflicts using de-escalation techniques: regulate yourself first, use a calm tone, validate emotions, reduce stimulation, and support participant choice.

  • Separate parties involved in disputes and speak with each person individually without taking sides.

  • Escalate conflicts that cannot be resolved through verbal redirection to the shift supervisor or program manager.

  Crisis Response

  • Respond to suicide risk situations by maintaining eyes-on supervision, immediately notifying the supervisor and behavioral health team, and completing same-day documentation.

  • Support the Traumatic Event Response protocol by ensuring immediate safety, alerting BH leadership, and participating in post-incident staff support.

  • Follow ICE Response Guidelines by contacting leadership immediately and managing access and information per established procedures.

  • Call 911 when there is imminent danger to life or a medical emergency requiring immediate transport.

  Documentation

  • Document all incidents, conflicts, bag screening findings, floor walkthrough observations, medication distributions, escorts, crisis events, and visitor logs.

  • Use the DAP (Data, Assessment, Plan) model for progress notes on meaningful contacts.

  • Complete an end-of-shift summary noting top issues, actions taken, and follow-ups needed for the next shift.

  • Use neutral, strength-based, trauma-informed language in all written documentation.

Required

• High school diploma or GED.

• Minimum 1 year of experience in a residential, shelter, social services, security, or customer-facing environment.

• Ability to remain calm, professional, and solution-oriented in high-stress and crisis situations.

• Strong verbal and written communication skills.

• Ability to work rotating shifts, including evenings, overnights, weekends, and holidays.

• Ability to work effectively with individuals experiencing homelessness, substance use disorders, mental health challenges, and trauma.

• Basic computer skills sufficient for documentation, email, and electronic reporting.

Preferred

• Experience in a shelter, transitional housing, or behavioral health setting.

• Training or certification in de-escalation, trauma-informed care, motivational interviewing, or crisis intervention.

• CPR/First Aid and Narcan (naloxone) administration certification.

• CRSS (Certified Recovery Support Specialist) or CPRS credential.

• Bilingual (English/Spanish) strongly preferred.

PHYSICAL REQUIREMENTS

• Ability to stand, walk, and move throughout the facility for extended periods during a full shift (8–12 hours).

• Ability to push/pull the parking gate (up to 50 lbs of force).

• Ability to climb stairs and move between floors multiple times per shift.

• Ability to lift and carry up to 25 lbs (supplies, bins, equipment).

• Ability to work outdoors in varying weather conditions when assigned to the parking gate.

• Sufficient vision and hearing to monitor security cameras, observe activity, and communicate effectively.

WORK ENVIRONMENT

This position operates in a congregate shelter environment serving adults experiencing homelessness. The work environment may involve exposure to challenging behaviors, emotional distress, substance use, mental health crises, and traumatic events. A Safe Haven is committed to supporting staff well-being through trauma-informed supervision, access to the Employee Assistance Program (EAP), and post-incident debriefing protocols

Salary : $17 - $19