PM- Operations Advocate

OPERATIONS ADVOCATE (AM / PM / ON)

Position Summary

Operations Advocates are frontline staff who work directly with guests on campus who are in our Shelter program and/or who utilize GRACE’s day services. Advocates help maintain a safe, welcoming, and structured campus environment, support guests with their daily needs, and reinforce campus expectations in a respectful, trauma-informed way.

GRACE operates from a housing-focused philosophy, meaning our work centers on helping individuals experiencing homelessness move toward long-term housing and stability.

This role is staffed across three shifts:

• AM Advocate: 7:00 AM 3:00 PM
• PM Advocate: 3:00 PM 11:00 PM
• Overnight (ON) Advocate: 11:00 PM 7:00 AM

Operations Advocates help ensure guests feel welcome and safe, have access to basic necessities, and understand campus expectations and processes.

PRIMARY RESPONSIBILITIES

Guest Support

• Welcome guests and help ensure they feel safe and supported on campus.
• Provide information about campus services and expectations.
• Work closely with guests to help them understand campus expectations and develop strategies to meet them.
• Help facilitate respectful and positive communication between guests and staff.

Basic Needs Support

• Respond to requests for clothing, hygiene supplies, bedding, and other basic needs.
• Assist guests in accessing available campus resources.

Campus Operations

• Help maintain a clean and welcoming campus environment.
• Perform basic housekeeping duties, including trash removal and cleaning common areas, bathrooms, and showers.
• Ensure shelter guests have bedding and linens for their assigned spaces.

Safety and Expectations

• Support a safe campus environment by reinforcing campus expectations respectfully and consistently.
• Respond appropriately to guest concerns and situations as they arise.
• Communicate relevant information to supervisors and team members.

WHAT SUCCESS LOOKS LIKE IN THIS ROLE

Successful Operations Advocates bring compassion, professionalism, and strong situational awareness to their work each day. Staff in this role balance supporting guests with maintaining clear boundaries and campus expectations.

Successful staff members:

• Treat all guests with respect, dignity, and empathy.
• Remain calm and professional during stressful or escalating situations.
• Communicate clearly while reinforcing campus expectations respectfully.
• Work effectively independently and as part of a team.
• Maintain strong professional boundaries while supporting the people we serve.
• Take initiative to address issues on campus and communicate important information to supervisors.

This role is ideal for individuals who are comfortable working in a fast-paced environment, setting respectful boundaries, and engaging with people experiencing crisis in a trauma-informed way.

WORK ENVIRONMENT

Operations Advocates work in a fast-paced environment serving individuals experiencing homelessness. Staff regularly interact with guests who may be experiencing crisis, mental health challenges, substance use, or significant life stressors.

This role requires patience, professionalism, and the ability to maintain clear boundaries while treating guests with dignity and respect.

CORE COMPETENCIES

Successful Operations Advocates demonstrate:

• Compassion balanced with professional boundaries
• Calm decisionmaking during stressful situations
• Strong situational awareness
• Clear and respectful communication
• Ability to work collaboratively with a team
• Adaptability in a dynamic environment

REQUIREMENTS

• High School Diploma or equivalent
• Selfdirected and able to work with limited supervision
• Strong organizational and communication skills (written and verbal)
• Basic computer skills; experience with GSuite, HMIS, and Slack preferred
• Ability to interact with all persons in a professional and traumainformed manner
• Ability to work overnights, weekends, and some holidays

PHYSICAL AND EMOTIONAL DEMANDS

Work takes place across GRACE’s 23-acre campus, requiring frequent walking and standing during shifts. Staff may occasionally lift up to 50 pounds, such as assisting guests with belongings or receiving donations. Operations Advocates work closely with individuals experiencing homelessness, many of whom carry significant past trauma, and staff may encounter emotionally challenging situations that require maintaining professionalism and healthy boundaries. GRACE provides staff training in areas such as Trauma-Informed Care and Nonviolent Crisis Intervention to support employees in this work.

CULTURE

GRACE is an exciting and fast-paced organization filled with dedicated staff who care deeply about the work we do. Our programs — including day services, permanent housing, emergency shelter, and volunteer engagement — are guided by three core values: Safety • Impact • Respect

We are on a mission to end homelessness and are continually looking for innovative ways to better serve our community.

SALARY AND BENEFITS

Salary: Starting at $16/hour

Reports To: Shelter Operations Manager

Status: Full Time, Non-Exempt

Benefits:

Eligible for Health, Dental, and Life Insurance

GRACE Marketplace is an equal opportunity employer and is committed to creating an inclusive and respectful workplace for all employees.

About GRACE Marketplace

JOIN OUR TEAM! GRACE Marketplace is the only low-barrier, one-stop homeless shelter in North Central Florida. Each member of our team is dedicated to one mission – ending homelessness. Our core values of safety, impact, and respect drive our approach to serve our guests each day. GRACE is an equal opportunity employer, and provides health and dental insurance, generous PTO, and the best team you could ever hope to work with! Whether you're looking for career opportunities or an internship, we invite you to join our team today if you're ready to end homelessness in Alachua County! GRACE Marketplace is an Equal Opportunity Employer.