Shelter Assistant

Shelter Assistant

Reports To: Shift Supervisor

Location: Porchlight Men's Shelter – 1904 Bartillon Dr, Madison, WI 53704

FLSA Status: Non-Exempt

Schedule: Full-time or part-time | Second shift (4:00pm-12:00am) and/or third shift (12:00am-8:00am) | Includes weekends and holidays

Position Summary

The Shelter Assistant supports the daily operations of the Porchlight Men's Shelter, providing safe, low-barrier emergency shelter for adult men experiencing homelessness. This position helps maintain a clean, organized, and respectful environment while assisting guests with basic needs, monitoring shelter activities, and supporting consistent implementation of shelter policies and procedures.

Shelter Assistants work closely with Shift Supervisors, Case Managers, security personnel, and other shelter staff to respond to guest needs, address concerns, and maintain smooth operations across all shifts. The position requires reliability, sound judgment, strong communication skills, and the ability to work effectively with individuals experiencing homelessness, mental illness, substance use disorders, and other challenges.

Essential Duties and Responsibilities

Guest Support and Shelter Operations

• Greet and assist guests in a respectful, professional manner and provide clear information about shelter services, schedules, and expectations.
• Assist with guest check-in and check-out, bed assignments, and other daily shelter procedures as directed.
• Monitor dormitories, common areas, and other shelter spaces to promote safety and ensure compliance with shelter policies.
• Conduct regular walkthroughs and wellness checks, responding to guest needs and reporting concerns to supervisory staff.
• Assist guests with accessing basic necessities, including bedding, hygiene supplies, clothing, meals, and other available resources.
• Respond to guest questions, concerns, and requests for assistance, referring matters to Case Managers or Shift Supervisors when appropriate.
• Support daily shelter routines, including meal service, laundry, distribution of supplies, and other operational activities.

Guest Safety and Crisis Response

• Maintain a safe and respectful environment by consistently following shelter policies and procedures.
• Use active listening, problem-solving, de-escalation, and crisis-intervention techniques when responding to conflicts or challenging situations.
• Respond appropriately to medical emergencies, behavioral health crises, safety concerns, and other urgent situations in accordance with established procedures.
• Recognize situations requiring supervisory involvement or emergency assistance and communicate concerns promptly.
• Maintain appropriate professional boundaries and treat all guests with dignity and respect.
• Support the implementation of guest expectations and behavioral interventions under the direction of supervisory staff.

Facility Maintenance and Safety

• Help maintain clean, sanitary, and organized shelter spaces, including dormitories, restrooms, common areas, and workstations.
• Complete assigned cleaning, laundry, supply restocking, and other routine facility tasks.
• Monitor facility conditions and promptly report maintenance needs, safety hazards, or equipment concerns.
• Assist with maintaining an orderly environment and ensuring that shelter spaces are used appropriately.
• Follow established safety, sanitation, and emergency procedures.

Documentation and Team Communication

• Complete accurate and timely shift logs, incident reports, guest records, and other required documentation.
• Communicate relevant guest concerns, incidents, facility issues, and unfinished tasks during shift changes.
• Work collaboratively with Shift Supervisors, Case Managers, Waitlist Administrators, Intake Staff, security personnel, and other team members to support coordinated shelter operations.
• Follow supervisory direction, complete assigned responsibilities, and communicate promptly when additional assistance is needed.
• Participate in staff meetings, required trainings, and other professional development activities.
• Follow Porchlight policies, the code of conduct, attendance expectations, confidentiality requirements, technology policies, and professional boundaries.
• Perform other duties as assigned by supervisory staff.

Qualifications

Required

• Strong interpersonal and communication skills, including the ability to interact respectfully with people from diverse backgrounds.
• Ability to remain calm, professional, and effective during conflicts, emergencies, and high-stress situations.
• Ability to follow established procedures, exercise sound judgment, and recognize when supervisory assistance is needed.
• Reliability, punctuality, and the ability to work cooperatively as part of a team.
• Ability to manage multiple tasks, take initiative, and complete assigned responsibilities with appropriate supervision.
• Basic computer proficiency and ability to maintain accurate written and electronic records.
• Ability to maintain confidentiality and appropriate professional boundaries.
• Willingness to work with individuals experiencing homelessness, mental illness, substance use disorders, and other challenges.

Preferred

• Experience working in an emergency shelter, social service program, or other setting involving direct public contact.
• Experience working with individuals experiencing homelessness or behavioral health challenges.
• Training in trauma-informed care, de-escalation, crisis intervention, CPR/First Aid, and Narcan administration.

Physical Requirements

• Ability to move throughout shelter offices, dormitories, common areas, and grounds.
• Ability to stand and walk for extended periods during assigned shifts.
• Ability to occasionally lift up to 25 pounds.
• Ability to respond promptly to emergencies and crisis situations, with or without reasonable accommodation.

Work Environment

This position operates in an emergency shelter serving adult men experiencing homelessness. The work may involve crisis situations, behavioral health challenges, and emergency response, requiring professionalism, sound judgment, teamwork, and flexibility.