Title: Client Engagement Specialist (Formerly S&S)
Reports to: Lead Client Engagement Specialist & Single Site Manager  
Type: Full Time/ 3rd Shift 11p-7a

Primary Responsibilities

• Overnight Client Support and Engagement: Build positive, professional relationships with residents during overnight hours by providing support, encouragement, and assistance with immediate needs. Foster a welcoming, trauma-informed environment that promotes dignity, respect, and stability.
• Resident Wellness Monitoring: Conduct routine wellness checks throughout the shift to ensure residents are safe and supported. Identify individuals who may be experiencing medical, behavioral health, or personal crises and respond appropriately
• Crisis Intervention and De-escalation: Respond to resident concerns, conflicts, and behavioral health situations using trauma-informed care and de-escalation techniques. Provide support during crises and coordinate with emergency services, leadership, or on-call staff when necessary.
• Sheehan Operations and Resident Support: Assist residents with shelter-related needs, including orientation to program expectations, access to basic necessities, hygiene items, bedding, meals, and other available resources. Help create a structured and supportive overnight environment.
• Service Coordination and Resource Navigation: Provide information regarding available community resources and St. John Center services. Document resident requests and communicate follow-up needs to case managers and program staff to ensure continuity of care.
• Documentation and Data Entry: Accurately document resident interactions, incidents, referrals, and services provided during the shift. Maintain complete and timely records in agency databases and reporting systems.
• Overnight Safety and Well-Being Monitoring: Maintain awareness of activity throughout the facility to ensure a safe and supportive environment for residents, staff, volunteers, and visitors. Report concerns, maintenance issues, or emergencies according to agency procedures.
• Emergency Response: Respond appropriately to medical emergencies, mental health crises, facility concerns, and critical incidents. Provide accurate information to emergency responders and complete all required incident documentation.
• Property and Facility Stewardship: Assist in maintaining a clean, organized, and welcoming environment throughout the facility. Report maintenance concerns and address minor issues when appropriate to ensure resident comfort and safety.
• Shift Communication and Collaboration
• Provide detailed shift reports and communicate resident concerns, service needs, incidents, and successes to leadership and case management staff. Support seamless transitions between overnight and daytime operations.
• Resident Advocacy: Advocate for residents by helping identify barriers to housing stability, health, and self-sufficiency. Ensure resident concerns are heard and communicated to appropriate staff members for follow-up and support.
• Organizational Representation: Serve as a professional and welcoming representative of St. John Center. Demonstrate the agency’s mission, values, and commitment to ending homelessness through compassionate service and resident-centered care.

Additional Expectations

• Utilize trauma-informed and person-centered approaches in all resident interactions.
• Maintain confidentiality and comply with all HIPAA and agency privacy requirements.
• Demonstrate professionalism, reliability, and sound judgment during overnight operations.
• Participate in required trainings, staff meetings, and professional development opportunities.
• Support agency-wide initiatives that promote resident engagement, housing stability, and overall well-being.

Physical Requirements

• Ability to engage in standing or sitting for long periods, bending, light lifting, carrying, walking, or climbing stairs.
• Ability and willingness to safely and effectively de-escalate situations, including conducting physical interventions when necessary to maintain safety as directed by the agency.

Minimum Qualifications

• High School diploma
• Basic computer literacy including word processing and Google suite
• Effective communication skills

Fill out the application form below and upload documents, or submit a resume and cover letter outlining your qualifications and interest in the position to Human Resources at St. John Center, hr@stjohncenter.org. St John Center is an equal opportunity employer and welcomes applicants from diverse backgrounds.