Residential Services Monitor - Family Shelter

Resident Services Monitor – Family Shelter

Division: Health, Housing and Homeless Solutions

Reports To: Shift Operations Supervisor

Location: Family Shelter Site

Status/Hours: Full-time; rotating shifts including evenings, overnights, and weekends

Salary Range: $48,000 - $49,586

Program Description

Brooklyn Community Services (BCS) operates family shelters providing safe, supportive, and dignified transitional housing for families with children experiencing homelessness. Our shelter programs are guided by a trauma-informed, strengths-based philosophy and offer a comprehensive continuum of services—including case management, housing placement, recreation, and supportive programming—to help families achieve stability and permanent housing as quickly as possible. All shelter staff are expected to uphold BCS's commitment to equity, cultural humility, and client-centered care.

Position Overview

The Resident Services Monitor serves as a primary point of contact for families entering and residing in the shelter, providing direct client engagement, intake support, and ongoing daily assistance throughout the shift. Working at the intersection of client services and shelter operations, this role ensures that residents are welcomed with dignity, oriented to shelter services and expectations, and connected to the support they need — while maintaining a safe and orderly environment in collaboration with House Managers and the Shift Operations Supervisor.

Key Responsibilities

Resident Welcome and Intake

• Welcome newly admitted families upon arrival; conduct shelter orientations covering program rules, available services, house expectations, and resident rights.
• Assist families in completing intake paperwork, shelter agreements, and required DHS documentation.
• Facilitate warm handoffs to assigned case managers and introduce families to available shelter services and staff.
• Maintain a calm, welcoming presence at the front desk and common areas that reflects BCS's commitment to dignity and respect for all residents.
• Respond to resident inquiries about program expectations, services, and scheduling throughout the shift.
  
  

Ongoing Resident Support

• Serve as the primary point of contact for resident questions, concerns, and requests during assigned shifts.
• Assist residents in accessing internal services, scheduling appointments with case managers, and navigating community resources.
• Monitor resident wellbeing during the shift; identify and escalate concerns — including signs of domestic violence, mental health distress, or child welfare issues — to the Shift Operations Supervisor or appropriate staff.
• De-escalate interpersonal conflicts among residents using trauma-informed, non-confrontational communication techniques.
• Support program activities, community meetings, and enrichment events during the shift.
  
  

Compliance Monitoring and Documentation

• Monitor and document resident compliance with program requirements including curfew, mandatory meetings, and sign-in/sign-out procedures.
• Maintain accurate records of resident contacts, observations, and activities in shelter management systems.
• Assist with census tracking, visitor logging, and daily compliance documentation.
• Complete shift reports and incident reports accurately and on time.
• Participate in shift change briefings; communicate resident needs, incidents, and observations to incoming staff.
• Perform other duties as assigned.
  
  

Qualifications

• Education: High school diploma or equivalent required; Associate's degree or coursework in Human Services, Social Work, or a related field preferred.
• Licensure: Valid NYS Security Guard License required (8-hour pre-assignment training certificate; 16-hour on-the-job training; annual 8-hour in-service per NYS requirements). FDNY Certificate of Fitness F-80 (Fire Guard for Impairment) required upon hire or within 90 days of start date.
• Experience: Minimum of one year of experience in social services, shelter, residential programming, or direct client support.
• Skills: Strong interpersonal, communication, and conflict resolution skills. Ability to engage with diverse, high-need populations in a trauma-informed and culturally responsive manner. Proficiency in basic data entry and documentation systems.
• Other: Bilingual ability (Spanish or another language spoken in the community served) strongly preferred. Candidates will be subject to a criminal background check in accordance with applicable law, including NYC Fair Chance Act requirements.
  
  

BCS is an Equal Opportunity Employer. Auxiliary aids and services are available upon request to individuals with disabilities.