Resident Advocate - On Call

Job Title:              Resident Advocate  (Board & Care)                                                       

Classification:     On-Call, Casual, Non Exempt 

Department:      Dwight Way                                                                      

Reports to:          Program Manager

Company Overview

For more than 50 years, Insight Housing has provided a comprehensive range of housing, food, and support services to help those in need move from homelessness into a safe and affordable home of their own. We serve in seven counties in the bay area - Alameda, San Francisco, Contra Costa, Solano, Sacramento, San Joaquin, and Amador County. We are proud of our team members who are very dedicated to our mission of ensuring everyone in our community has a home through supportive, equitable, and sustainable housing solutions. 

Program Overview

Dwight Way is a temporary shelter and offers homeless individuals a safe place to stay and support while they build income, skills, and seek permanent housing. Our women’s shelter (in operation since 1992). 

Position Summary

Under supervision of the Program Manager, the Resident Advocate provides direct supportive services and supervision to homeless individuals in our women’s shelter. Responsibilities include program participant intakes, assisting with activities of daily living, HMIS data entry, assessing program participants to determine barriers to housing, assisting with completing documents, and providing referrals to various community services including substance abuse treatment, CES housing navigation, mental health services, benefits advocacy and veteran’s services.

Essential Duties and Responsibilities

• Establish and maintain clear and effective communications with program participants, ensure that their needs are met. Practice active and empathetic listening.  
• Maintain supervision of program participants and shelter property at all times.
• Provide emotional support and counseling to program participants.  
• Provide information and referral to various resources as needed.
• Manage new program participant intake process- accept referrals from the Coordinated Entry System (CES); manage emergency one-night beds; ensure enrollment of each program participant in the Alameda County HMIS system; provide new program participant orientations including review of the Shelter Handbook with each new program participant.
• Create new program participant intake packets and program participant charts.
• Update North County HUB spreadsheet and shelter sign-in sheets daily. 
• Provide supportive services including preparing and serving meals, stripping beds, cleaning and organizing, laundry, updating program participant housing board, restocking cleaning supplies and properly storing food following health and safety guidelines after serving meals.
• Assist program participants with and enable them to manage activities of daily living including proper bathing and hygiene practices, maintaining room cleanliness, and completing various chores.
• Provide crisis intervention and advocate on behalf of program participants as needed.
• Educate program participant on program and facility rules and procedures clearly. Ensure program participants are following these rules and procedures in a consistent manner.
• Complete and file all paperwork (statistics or any other information requested by supervisor) in a timely and accurate manner.
• Review and update staff log and program participant communication log each shift and in accordance to established procedures.
• Provide accurate, timely, and complete transfer of program and program participant information to other staff as they begin their shift. 
• Participate in program planning and policy development for all program participants.
• Participate in promoting a safe, healthy, and clean working environment consistent with agency’s health and safety practices.
• Attend and participate in all meetings and trainings as assigned. 
• Complete and submit timesheets in a timely and accurate manner.   
• Work within the framework of Insight Housing’s Code of Conduct. 
• Perform other tasks as assigned. 

Qualifications, Skills, and Abilities 

• High school preferred
• Ability to complete CPR/First Aid Training.
• Prior direct support experience with individuals experiencing homelessness, mental health, substance abuse or other social issues highly preferred. Lived experience will be valuable. Prior Customer service experience in any industry will be considered.   

• Maintain flexible schedule and be available to work shifts on short notice and to work overtime when required for on call staff 
• Commitment to serving individuals experiencing homelessness, alcohol and drug dependency, and other mental health issues and to trauma-informed approach to care of individuals. 

• Lived experience strongly preferred.
• Knowledge of computer and Microsoft office suite (Word, excel, outlook and TEAMS). Experience with Homeless Management Information System (HMIS) a plus.

• Ability to interact in a supportive and professional manner with staff and program participants of diverse cultural and economic backgrounds. 

• Ability to provide good customer service. Communicate effectively and maintain a calm demeanor in stressful situations.
• Capable of working independently and as part of a team.
• Good verbal and written communication skills a plus.

• Good interpersonal and crisis intervention skills with a can do and flexible attitude. Ability to work well under high pressure. 
• Ability to work with minimal supervision, multitask, maintain confidentiality and appropriate professional boundaries, and meet deadlines. 
• Ability to maintain professional conduct, attitude, and appearance at all times. 

Special Requirements 

• Must be able to receive and maintain criminal records clearance.
• Must be able to obtain TB clearance.

Physical Requirements  

• Regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms.  
• Frequently required to stand, walk, sit, climb stairs, talk, hear, and see clearly.  
• May be occasionally required to stoop, kneel, or crouch.  
• May be required to lift or move up to 50 lbs.