Call Lead Site Assistant - ARCHES Emergency Services

GENERAL DESCRIPTION

This position will provide direct support to sheltering services for the homeless population at ARCHES shelters in Polk and Marion counties. Responsibilities include supporting daily operations, including cleaning and laundry services, clerical duties, data collection & entry, assisting clients with navigation to resources, answering client questions and other special projects as needed. The Lead will also be responsible for training and updating Site Assistants and volunteers on applicable policies and procedures and exercise decision‑making skills while providing leadership, particularly when urgent matters arise while management is not available or on site.

This is an on‑call position which requires availability for overnight and weekend shifts at multiple sites due to the nature of Emergency Services work.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

• High School diploma or GED.
• Two years of experience in customer service, social services, or other client‑facing roles.
• Experience in a leadership role.
• Experience working with people experiencing homelessness or at‑risk of becoming homeless; and/or work experience with the public in a healthcare or community services setting preferred.

• Driver qualifications are required for this position. Valid driver license, insured vehicle available for use on the job, and a satisfactory drive record for the previous three years is required.
• Candidate must pass a comprehensive MWVCAA background screening prior to employment.
• Basic Life Support/First Aid Certification is required within first 30 days of hire.
• Food Handler's Card or ability to obtain within 30 days.
• Candidate must pass pre‑employment and random drug screenings.

• Demonstrated proficiencies in Microsoft Office (including Outlook), videoconferencing platforms, and web tools.
• Exhibits a positive attitude and engages with others in a cooperative and supportive manner.
• Demonstrates tact, diplomacy and empathy when communicating formally and informally with clients, staff and program partners.

This job description is not intended to be all‑inclusive. Employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required.

• Serves as primary point of contact for respective work shift.
• Trains incoming staff members and volunteers on applicable duties, processes, and policies. Answers questions and aids coworkers as needed.
• Facilitates communication and collaboration between Site Assistants and volunteers.
• Focuses team toward primary program goals and exemplifies the positive culture.
• Ensures data collection and quality. Inputs service usage information into the Health Management Information System (HMIS) and Shelter point.
• Responds to guest questions about clothing, snacks, blankets, restrooms, charging stations and local resources.
• Monitors the program expectations of residents.
• Provides program support, such as: cleaning, site upkeep, laundry and supportive services, client engagement and assistance, including answering the telephone, monitoring client and facility safety.
• Assists other staff and volunteers in providing a calm, clean, and safe environment for residents.

There are no supervisory duties in this position.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

• Regularly lift and/or move 20 pounds and occasionally lift and/or move up to 50 pounds.
• Manual dexterity for handling personal items, food, clothing, sacks, carts and use of computers and written intake processing.
• Requires frequent moving/walking and standing or acceptable alternative mobility in the shelter setting and outdoor spaces.
• Driving in all weather conditions to ARCHES sites in Polk and Marion counties.
• Maintains calm disposition when clients or others may become escalated, applying crisis intervention and de‑escalation…