Neighbor Support Specialist - (FT, Mon - Fri, 8am - 4:30 pm)

ROOF ABOVE

Roof Above is NC’s most comprehensive homeless service provider.  Our mission is to unite our community to end homelessness, one life at a time.  Focusing on individuals experiencing homelessness, Roof Above offers everything from street outreach to shelter to Rapid Rehousing to Permanent Supportive Housing. Roof Above’s services and programs reach over 1,400 individuals every day across nine campuses in Charlotte).  Roof Above was born through the merger of Urban Ministry Center and Men’s Shelter of Charlotte in 2019. 

POSITION SUMMARY

The Neighbor Support Specialist is primarily responsible for engaging in a variety of front-line services neighbor engagement services as well as operations at Roof Above’s Day Services Center. The Day Services Center offers services to individuals experiencing homelessness and/or individuals who are precariously housed. Those served at the Day Services Center are referred to as “neighbors.” Primary responsibilities include providing neighbor triage, safety, de-escalation, campus logistical support, and general assistance to other program/staff leaders as appropriate. 

ESSENTIAL FUNCTIONS

• Be the day-to-day front-line neighbor engagement for the Day Services Center indoors and outdoors.
• Provide support for opening and closing of the campus, including any set-up in collaboration with other teams.
• Triage and help access needs and resources for neighbors.
•  Respond to neighbor questions and assist neighbors with connecting to the right services offered at the Day Services Center, as well as other resources as appropriate.
• Conduct frequent campus walk-throughs and engage neighbors to provide support and access to essential resources.
• Provide accurate and timely written incident reports as warranted.
• Participate in case conferences in response to neighbor complaints, bars/bans and any neighbor related issues.
• Enforce campus policies through neighbor engagement and utilization of Trauma Informed de-escalation techniques.
• Be a presence during the lunch hour to assist with neighbor flow and any challenges.
• Be a first and lead responder to intervene and de-escalate if a conflict arises between neighbors or between neighbors and volunteers or staff.
• Be a first responder in the chance of neighbor drug overdose.
• Communicate any concerns about neighbors to supervisor and other staff to ensure staff are aware of the situation in the chance they may be able to assist in resolving the situation.  
• Help ensure safe working conditions, maintain safe work practices, and make supervisor aware of any unsafe working conditions.
• Deep commitment to Roof Above core values

OTHER RESPONSIBILITIES

• Participate in staff training and development activities as directed.
• Assist other program leaders and staff to ensure efficient and effective functioning of the Day Services Center.
• Become certified in Homeless Management and Information Services database to enter services and view records, as needed. (Certification will be provided).
• Perform other duties as assigned.

EDUCATION, EXPERIENCE AND SKILLS REQUIRED

• A Bachelor’s degree and a minimum of two years of relatable experience in human services, or a combination of relevant experience and education to effectively perform the position’s expectations is preferred. A high school diploma is required.
• Knowledge of Harm Reduction practices.
• Knowledge of issues related to homelessness; effective intervention, de-escalation techniques; and teamwork.
• Experience working with adults with mental health and/or substance use issues, homeless populations, and experience working in a homeless shelter.
• Skill required to: plan and carry out shift activities; communicate effectively orally and in writing; interact appropriately with service partners, volunteers, visitors, and neighbors.
• Attitude and Courtesy: Is respectful and courteous to others, practice ability to cooperate. Is attentive to the concerns, ideas, and issues expressed by others. Shows consideration for and values the opinions of neighbors, other staff, and volunteers and donors.
• Demonstrate proper judgment and decision-making skills. Secure relevant information, appropriately identify causes of problems, and take or recommend appropriate course of action.
• Ability to become a Certified Trainer in Opioid Overdose Prevention.

WORKING ENVIRONMENT

Individual must be able to work with limited supervision, embrace a fast-paced environment, and be comfortable de-escalating negative behaviors with diverse individuals including persons with mental illness and substance use issues.  Must be able to stand and/or sit for extended periods of time.

WORK SCHEDULE

The position is full-time and may be Monday - Friday, Tuesday - Saturday, or Sunday-Thursday. The position is as such that holidays may be a required workday; flexible time will be part of that requirement.

OUR VALUES:

Heart for the Work 

• We choose this work and embrace this place.
• We practice radical compassion.
• We each do our unique part to end homelessness.

Solution-Oriented

• Grounding ourselves in what we know, we imagine what is possible.
• We are intentional about getting the right people involved and we move towards effective action.
• We are exhaustive in our search for solutions.

Bring Our Best

• We practice self-care, self-awareness, and safety.
• We recognize what we need to let go of to move forward.
• We exercise diligence and grit.

Value Others

• We honor the profound worth of each life and our work reflects it.
• We meet people where they are and approach others with genuine curiosity.
• We know we can’t do it alone.  We are stronger and smarter together.

Roof Above is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees