Shelter Client Advocate (SCA)

JOB PURPOSE

The Shelter Client Advocate (Advocate) is primarily responsible for representing homeless shelter residents at administrative hearings relating to their shelter residence and supporting the Program Director in advocacy services and program administration. Through the Shelter Client Advocacy program EDC monitors shelter conditions, ensures fair application of shelter rules, and defends residents who are at risk of being denied shelter services.

The Shelter Client Advocate helps clients navigate the shelter grievance and arbitration process and works to resolve conflicts between residents and shelter providers in order to prevent shelter evictions. The Advocate brings empathy, respect, and sound judgement to every client interaction. The role requires the ability to communicate clearly and navigate sensitive situations with clients who are often in crisis, with care and respect.

DUTIES & RESPONSIBILITIES

Advocacy Duties (5%)

• Represent EDC at community meetings/events as required.

Advocacy and Outreach Duties (85%)

• Represent shelter clients at administrative hearings and arbitrations.
• Provide clients with information on SCA and any additional appropriate resources.
• In coordination with other Advocates and the Program Director, assist in managing the client consultation and administrative hearings calendars.
• Explain the Shelter Client Grievance Policy to clients and provide advice on the nature of the allegations made by the shelter providers.
• Engage in regular outreach at shelters in furtherance of SCA’s work.

Administrative Duties (10%)

• Attend weekly program meetings, monthly agency staff meetings, and relevant supervision meetings.
• Enter all data on time and correctly to support program evaluation and outcomes tracking.
• Perform other duties as assigned in furtherance of EDC’s mission.

Other duties as assigned.

QUALIFICATIONS

• At EDC, we work to protect housing stability and provide meaningful access to legal and financial support for San Francisco tenants facing eviction. First and foremost, candidates must share our commitment to high-quality, client-centered services and bring strong professional skills, sound judgment, and the ability to thrive in a fast-paced, collaborative environment. Our work often involves supporting individuals and families through difficult and stressful moments. Success in this role requires empathy, professionalism, and a calm, solutionsfocused approach to problem-solving.

Below are the minimum qualifications:

1. One (1) year of Shelter Client Advocacy experience or relevant experience working in/with a shelter agency/institution.
2. Experience working with a diverse population including those with mental health/physical disabilities, substance use issues, and survivors of intimate partner violence.

Preferred Qualifications:

1. Knowledge of or demonstrated experience with housing support, mental health or substance use providers in San Francisco County preferred.
2. Experience providing assistance in a variety of settings preferred: clients’ homes and social service providers.
3. Fluency and ability to help clients in Spanish is preferred.

REQUIRED SKILLS

1. Strong written and verbal communication skills,
2. Strong organizational skills with the ability to manage multiple tasks and prioritize effectively; ability to work on multiple projects simultaneously,
3. Demonstrated ability to work both independently and collaboratively as part of a team,
4. Ability to collaborate effectively with legal teams and engage constructively with clients and colleagues,
5. Skilled in making online schedules and coordinating appointments,
6. Self-motivated with the ability to work independently and take initiative,
7. Consistency, punctuality, and reliability in meeting deadlines and fulfilling responsibilities,
8. Skilled in maintaining confidentiality and exercising sound judgement in handling sensitive information,
9. Ability to maintain composure and deliver quality results under pressure.

UNION

EDC staff are represented by the National Organization of Legal Services Workers (NOLSW, UAW Local 2320, AFL-CIO). This position is a union position and is subject to the terms of the collective bargaining agreement. 

WORKING CONDITIONS

The position requires working with individuals during moments of extreme stress and instability. The position also requires the provision of culturally sensitive and empathetic services. Some evening and weekend work may be required.

EDC adheres to health and safety protocols established by the San Francisco Department of Public Health, the CDC, and federal and state OSHA requirements.

This is a hybrid role with an expectation to be on-site at least three (3) days per week, depending on the needs of the organization and of the Litigation team. EDC maintains a three-day in-office policy for all employees. Staff are expected to be available and responsive via email, phone, and video conferencing during standard business hours (Monday through Friday, 9:00 a.m. – 5:00 p.m.) while working remotely, and to communicate with their supervisor when attending off-site meetings or obligations. Remote work equipment and an internet/utilities stipend are provided in accordance with the needs of the role and department.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

1. Sit and/or stand for extended periods of time.
2. Frequent typing and data entry tasks requiring repetitive hand and finger motions.
3. Close visual acuity required for reviewing and analyzing documents, data, and figures.
4. Regular and sustained use of computers and related technology.
5. Utilize public transportation for travel to various locations or frequent walking required within the city of San Francisco.
6. Ability to access multi-level buildings using stairs or elevators as needed.

DIRECT REPORTS

The Shelter Client Advocate (SCA) will not supervise any employee.

Multilingual Stipend: EDC offers a multilingual stipend of $125 per month per test ($1,500 per year)-whether written or oral- for specific roles that regularly use oral or written communication with clients or related parties in Spanish, Tagalog, Cantonese, or Mandarin. To qualify, employees must pass an oral and/or written test approved by the Labor-Management Committee. This position may be eligible for the multilingual stipend.

Benefits: EDC offers a generous benefits package for full-time employees, including:

• 100% employer-paid medical, dental, vision, and life insurance
• 401(k) retirement plan with employer contributions
• Generous paid time off, including vacation, sick leave, and holidays
• Commuter benefits
• Professional development opportunities