Shelter Operations Advocate

ABOUT GROUNDWORKS COLLABORATIVE

Established in 2015, following the merger of the Brattleboro Area Drop-In Center and

Morningside Shelter, Groundworks is a dynamic organization committed to providing food,

shelter and supportive services with dignity throughout the greater-Brattleboro area.

Groundworks’ mission is to work with individuals and systems to create solutions for ending

hunger and homelessness for all people in our region. We envision a community in which all

members have their basic needs met, including food security and a safe and dignified place

to call home. We view poverty, housing and food insecurity to be byproducts of societal

conditions, generational discrimination and public policy, rather than as a result of individual

choices. Therefore, Groundworks fosters a culture of nonjudgement and compassion for the

people we serve.

POSITION SUMMARY

The Shelter Operations Advocate is a non-supervisory position that supports day to day

shelter operations in collaboration with Drop-In Center Coordinator. This position works

collaboratively with other team members to engage and support clients utilizing a harm

reduction approach at Groundworks’ low-barrier shelter (54 South Main Street) which

operates 24/7. The Shelter Operations Advocate may at times need to de-escalate situations

and balance firm and direct responses with openness and compassion. This position sets the

tone for a warm, welcoming, and pleasant environment that provides care with compassion at

all times. The Shelter Operations Advocate welcomes and orients new participants, and

engages and supports clients both within the shelter and in accessing resources outside of

the shelter. This position must model thorough, detail oriented and comprehensive

service-delivery standards and Groundworks’ philosophy of dignity and respect.

RESPONSIBILITIES

ENGAGE AND SUPPORT CLIENTS (20%)

Welcome and orient participants

● Screen (via telephone or face-to-face) individuals and families seeking shelter

● As the first point of contact, warmly welcome participants and orient them to the

space

● Explain operations and on-site services and introduce new participants to others

● Complete client intake/assessment forms and review and complete the client

agreement

● Inform participants of expectations re: belongings; complete the storage and locker

agreement

● Explain and implement other site policies and procedures and set clear boundaries

Support participants

● Interact regularly with clients, build trusting relationships, and meet individualized

client needs

● Maintain current knowledge on resources; provide information and act as a resource

for clients

● Provide triage and relay messages to case management staff and other on-site

providers

Address client issues and concerns

● Support clients who experience challenges in the space

● Make sure to address client needs when they arrive as much as possible

● Complete items that arise during your shift; ensure teammates understand anything

left unfinished at the end of your shift so they can complete it

● Communicate through daily logs. Read all notes at start and enter all notes at end of

each shift

● Share information re: events and incidents with other Advocates and Shelter

Coordinator

FACILITATE SMOOTH PROGRAM OPERATIONS (20%)

Operations Support

● Coordinate and ensure that all day-to-day operations meet the needs of clients, staff

and volunteers in collaboration with other program staff.

● Develop, enhance, and maintain efficient and effective operational systems.

● Oversee supply needs and facilitate routine maintenance and cleaning.

● Oversee the coordination of food/meal needs with Foodworks and meal teams.

● Oversee the Salvation Army voucher system and reporting requirements.

● Respond to Help and Volunteer Inquiries

● Assist in the initial onboarding and training of new Advocates in collaboration with the

Drop-In Center Coordinator.

Effective administration

● Oversee mail system including sorting, filing, returning and organizing

● Maintain a multi-line phone system and make follow up calls as needed

● Distribute supplies to participants, such as personal hygiene and cleaning supplies

● Distribute over-the-counter medication as appropriate and document in the

medication log

● Help to track supply inventory, identify needs and submit order requests

● Collect and maintain complete, timely, and accurate shelter, usage and program data

PROVIDE A PLEASANT, CLEAN AND DIGNIFIED SPACE (20%)

Maintain an orderly environment

● Staff the reception desk and receive guests when they arrive

● Ensure an orderly, healthy and safe environment, both inside and outside of building

● Oversee environment, continuously scan both the interior and exterior

● Ensure systems and space are operating efficiently and effectively

● Communicate and enforce shelter policies, guidance, rules and procedures

● Monitor and communicate facility maintenance, supply and cleaning needs

● Ensure that current community resource information is on hand and available

● Foster shelter upkeep and cleanliness

● Engage and support clients in cleaning needs and daily chores

● Complete all cleaning tasks for each area of the shelter during all shifts: kitchen,

bathrooms, common areas, conference room, laundry rooms

● Support participants in maintaining their belongings in appropriate places (not spread

throughout the common space); help clients organize and store items

CREATE A WELCOMING AND HARMONIOUS ENVIRONMENT (20%)

Build respectful community

● Set the tone; model respectful, nonjudgmental and compassionate treatment for all

● Demonstrate Groundworks’ philosophy, mission, values and standards of excellence

● Solicit participant feedback to identify improvement opportunities

Promote safety

● Anticipate participants’ and staff safety needs by continuously scanning and reading

the room

● Support participants in addressing or mediating interpersonal conflicts when needed

● Practice skillful de-escalation and crisis management

● Follow the critical incident and on-call policy and procedures; complete incident

reports

● Provide follow up to conflict, including writing and delivering stay agreements as

needed

PROMOTE TEAMWORK AND EXCELLENCE (20%)

Embrace diversity, equity and inclusion

● Practice curiosity and openness to diverse backgrounds, experiences and ways of

thinking

● Build skills and understanding of anti-racist and anti-oppression frameworks

● Foster mutual aid vs. charity and strive to understand the systemic and root causes of

poverty

Demonstrate personal accountability

● Demonstrate personal ownership and initiative in problem-solving

● Hold self accountable to high performance standards

● Meet with supervisor regularly and work together to identify areas for improvement,

performance goals,and areas for continued growth and learning

● Attend and participate in a variety of trainings

● Uphold Groundworks’ values and dedication to our service mission, culture of

understanding, compassion and positive regard for clients.

● Support team goals and collaborative problem-solving

● Participate in flexible scheduling that includes evenings, weekends and holidays

Cultivate teamwork

● Participate in building a team culture of collaboration and shared ownership

● Build effective working relationships with and collaborate with team members

● Support team goals and collaborative problem-solving

● Practice giving and receiving feedback skillfully and respectfully when issues come up

● Contribute to and participate in regular program meetings

Promote agency-wide success

● Attend and participate in All-Staff meetings

● Contribute to agency-wide learning and problem-solving, coordination and

communication

● Support the seamless coordination and integration of Groundworks’ programs and

services

COMPETENCIES

● Passion for the mission: ending homelessness and ensuring food security for all people

● Insight into homelessness root causes, challenges related to poverty, addiction and mental health

● Knowledgeable about housing, resources and systemic barriers; effectively navigates services

● Embraces a harm reduction approach and embodies compassionate, nonjudgmental care for all

● Exhibits empathy and understanding for clients, while maintaining healthy boundaries

● Models excellence, holds self accountable; takes responsibility for ensuring quality services

● Is solution-oriented, takes initiative and engages others in thoughtful problem-solving

● Has a positive, can-do attitude; takes ownership and pitches in wherever needed

● Reads people and situations effectively, exercises solid judgment and critical thinking

● Balances individual client needs and circumstances, with needs of participants as a whole

● Builds authentic and trusting relationships with program participants; maintains confidentiality

● Skillful and empathic listener; connects well with others and listens for understanding

● Works well independently and effectively with all team members; asks for help when needed

● Is flexible, adapts quickly to change, responds to unpredictable events quickly and effectively

● Is open to learning and diverse points of view; embraces change and new ways of working

● Is caring towards colleagues as people; encourages, mentors and inspires the best in others

● Manages conflicts effectively; extends trust, assumes good intent, gives benefit of the doubt

● Builds strong, trust-based partnerships with colleagues, gives feedback skillfully

● Is dependable, approachable, accessible and responsive to others’ needs and requests

● Has excellent written and interpersonal communication skills that foster a team environment

● Demonstrates a high level of energy in a hands-on, fluid, fast-paced environment

● Possesses strong time management skills, able to multi-task and maintain dual focus

● Is timely in reporting to work, fulfilling commitments and responding to emails/calls

● Finds most efficient and effective ways to work, builds and enhances systems

● Is highly organized, plans effectively, pays attention to details and completes work accurately

● Is a collaborative and cooperative team-player; seeks others’ ideas and input

● Is self-aware, self-reflective, and understands own strengths and weaknesses

● Is curious and open feedback; embraces own continuous learning and growth

● Self-regulates emotions, chooses words with care; responds skillfully in stressful situations

● Remains calm under pressure, de-escalates, mediates; handles challenging situations with grace

● Exhibits effective stress management, self-care, limit-setting, resilience and a sense of humor

● Embraces diversity, equity and inclusion, is culturally competent, works well across differences

● Shows awareness of own culture, identity, biases, prejudices and stereotypes

● Is knowledgeable of agency standards, protocols, policies, systems

● Has strong computer skills

Pay: $23.76 - $26.85 per hour

Expected hours: 40.0 per week

Benefits:

• 403(b) matching
• Employee assistance program
• Health insurance
• Paid time off

Work Location: In person

Salary : $24 - $27