Job Description
Job Description
Job Title: Residential Service Specialist (RSS)
Department: Programs
Reports To: Program Manager / Shelter Supervisor
Position Summary
The Residential Service Specialist (RSS) is responsible for providing direct support, oversight, and guidance to residents living in New Hope Housing’s shelter and housing programs. This role ensures a safe, structured, and supportive environment while fostering dignity, stability, and wellness for all residents.
The RSS serves as a front-line staff member, addressing daily resident needs, monitoring program compliance, maintaining facility safety, and promoting an environment consistent with trauma-informed and person-centered care. The role requires excellent interpersonal skills, flexibility, and the ability to respond to challenging situations with professionalism and compassion.
Key Responsibilities
Resident Support & Case Assistance
- Provide day-to-day support and guidance to residents, addressing concerns, needs, and crises in a timely and respectful manner.
- Assist residents with following house rules, program guidelines, and case management plans.
- Conduct regular check-ins to encourage progress toward individual goals, including housing, employment, and self-sufficiency.
- De-escalate conflicts and implement crisis intervention strategies when necessary.
Facility Safety & Operations
- Monitor the shelter environment to ensure safety, cleanliness, and adherence to policies.
- Conduct walkthroughs of common areas, bedrooms, and grounds to ensure compliance with safety and health standards.
- Document and report any incidents, safety hazards, or maintenance needs to the Program Manager or Supervisor.
- Support meal service, donation distribution, and supply management as needed.
Administrative & Compliance Tasks
- Maintain accurate and timely logs, case notes, and incident reports.
- Support the intake and orientation process for new residents, ensuring clear communication of program rules and expectations.
- Assist in completing daily census counts, shift reports, and program documentation.
- Ensure compliance with agency policies, funding requirements, and confidentiality standards.
Team Collaboration & Professionalism
- Work collaboratively with program staff, volunteers, and external partners to support resident success.
- Attend staff meetings, trainings, and professional development sessions as scheduled.
- Serve as a role model for residents by demonstrating positive behavior, effective communication, and problem-solving skills.
- Uphold the mission and values of New Hope Housing in all interactions with residents, staff, and the community.
Expectations of the Role
- Maintain a compassionate, respectful, and professional approach at all times.
- Demonstrate flexibility, including the ability to work evenings, overnights, weekends, and holidays.
- Respond effectively to emergencies, safety concerns, and resident crises.
- Support a trauma-informed and inclusive environment for a diverse resident population.
Performance Evaluation
Performance will be reviewed quarterly and annually, focusing on:
- Timeliness and accuracy of documentation, logs, and reports.
- Effectiveness in maintaining safety and adherence to program standards.
- Resident feedback and progress toward stability goals.
- Team collaboration, communication, and reliability.
- Contribution to program improvement and positive resident outcomes.
Minimum Qualifications
- High School Diploma or GED required; some college coursework in Human Services preferred.
- 1+ years of experience working in shelter, residential, or human services programs.
- Strong communication, conflict resolution, and interpersonal skills.
- Ability to manage multiple priorities and maintain professionalism under pressure.
- Familiarity with trauma-informed care and crisis intervention techniques preferred.
- Ability to lift up to 30 lbs. and perform facility rounds, including stairs.
- Basic computer skills for reporting and documentation (Microsoft Office, Google Suite).
- Valid driver’s license preferred; background check required.
Quarterly Goals
Focus Area
Quarterly Goal Example
Resident Support
Complete weekly check-ins with at least 90% of assigned residents and document in case notes.
Safety Monitoring
Conduct and document facility walkthroughs every shift with 100% compliance.
Crisis Intervention
Respond to all resident incidents within program protocols and submit reports within 24 hours.
Documentation
Maintain 100% on-time submission of census counts, incident reports, and shift logs.
Team Collaboration
Attend 95% of scheduled staff meetings and contribute at least one idea for program improvement per quarter.
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