Lead Overnight Guest Support Specialist 

JOB TITLE: Lead Overnight Guest Support Specialist

REPORTS TO: Program Manager

POSITION STATUS: Full Time (40 hours a week)

SCHEDULE: Thursday, Friday, Saturday, 7:45pm-9am

HOURLY WAGE: $22.80

LOCATION: 4541 19th Ave NE, Seattle, WA 98105 (University District, Seattle)

BENEFITS: Paid Medical & Dental Insurance, Paid Time Off, and Employee Assistance Program

ROOTS is an equal opportunity employer. LGBTQ+, persons of color, and bilingual candidates encouraged to apply.

ROOTS Young Adult Shelter partners with young adults on their journey to stability.

POSITION SUMMARY: ROOTS is seeking a Full Time Overnight Lead Guest Support Specialist (LGSS) position that directly supports shelter guests during their nightly stays. This position is responsible for maintaining a safe, inclusive, and structured shelter environment for young adults every night at ROOTS. The LGSS must be able to build relationships with shelter guests and colleagues in an often busy and chaotic environment. The Lead Guest Support Specialist will serve as the primary point of contact for decision-making and support during shelter hours when leadership staff is not present. This role is designed to ensure smooth operations by providing guidance to staff, addressing immediate concerns from guests, and maintaining a safe and welcoming environment. While not a supervisory or managerial position, the Lead will have the authority to make on-the-spot decisions related to shelter operations, guest needs, and emergent situations, in alignment with ROOTS’ policies and values. This role is critical in fostering a responsive, consistent, and supportive atmosphere for both guests and staff during program hours. All staff who work at ROOTS must also be intentional with their self-care to minimize the effects of being exposed to the firsthand and secondary trauma associated with homelessness and supporting folks experiencing crisis.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Adhere to ROOTS Policies and Procedures and promote ROOTS organizational values.

• Enforce ROOTS shelter rules, policies, and procedures consistently and equitably
• Respond to emergencies with the appropriate level of support or de-escalation.
• Build rapport with shelter guests and provide behavioral and emotional support, such as creating and implementing ROOTS Safety Plans and Support and Accountability Plans
• Effectively communicate and collaborate with Case Management on guest needs.
• Input reports or data into Daily Guest Summaries, Daily Shelter Reports, and Real Nightly Notes
• Respond to inquiries by phone and email while maintaining confidential information.
• Lead morning volunteer debrief meetings including icebreakers, and facilitation of scenario discussions and mini-trainings
• Coach morning volunteers on conflict de-escalation strategies and techniques, as well as rule enforcement
• Participate in the training of new overnight or morning volunteers and buddies
• Communicate proactively with Program Manager, Guest Support Specialists, and Volunteer Supervisors; invest in a team approach in working with staff and volunteers
• Proactively and immediately inform the Volunteer Supervisor or Program Manager and Admin Manager of individual volunteer attendance, concerns, updates, or feedback as needed.
• Maintain inventory, cleanliness and organization of the shelter w/ staff and volunteers
• Other duties as assigned and/or necessary

Lead Guest Support Specialist Additional Duties (Overnight):

• Serve as the primary decision-maker on the floor during overnight shifts in the absence of leadership, ensuring smooth shelter operations.
• Provide guidance and support to overnight staff and volunteers, assist with training, conflict resolution and guest-related concerns.
• Complete and ensure overnight documentation is thorough and accurate, including incident reports, shelter logs, demographics, tracking, intakes, and other required documentation.
• Participate in nightly start of shelter meeting with staff and volunteers to distribute tasks and ensure alignment with ROOTS protocols.
• Support a trauma-informed environment by modeling appropriate responses to guest behavior and providing coaching to staff when challenges arise.
• Communicate any significant overnight events, incidents, or concerns to Program Manager and leadership through detailed shift reports and emails.

REQUIREMENTS

Provide proof of completed COVID-19 vaccination as defined by the CDC.

• Complete and submit application and criminal background check.
• At least six months as a GSS or similar position.
• Complete required 3+ GSS training shifts.
• Complete online ROPES of youth Homelessness, Conflict Response, and Anti Oppression Training w/in 60 days of hire, Social Solutions Training Series, and other assigned trainings.
• Provide proof of active CPR certification and food handler’s permit within 60 days of hire.
• Complete Narcan Training with in 30 days of hire
• Attend De-Escalation training w/in the first 6 months of hire.
• Take additional required training as assigned by the Shelter Director.

QUALIFICATIONS

• Solid understanding of issues related to systemic racism, poverty, and homelessness
• Demonstrated ability to work effectively in an anti-racist, harm-reduction, equity-oriented service organization
• Demonstrated ability to manage conflict through a trauma-informed lens
• Communicate proactively and respectfully with PM, GSS’s, fellow VS’s, volunteers, Leadership Team, and organizational partners.
• Exceptional interpersonal skills with the ability to build rapport with a diverse group of individuals, including those experiencing mental health and substance use conditions
• Strong self-starting skills that reflect ability to perform and prioritize multiple tasks under pressure
• Proficiency with Microsoft 365 software, like Outlook, Word, SharePoint, Teams, and OneNote with willingness and comfort in learning new systems

PREFERRED QUALIFICATIONS

• Bilingual
• Personal or professional experience with homelessness and affiliated fields
• Current or previous volunteer or employment experience at ROOTS

Position to start immediately- open until filled

Send cover letter and resume to jobs@rootsinfo.org