Security Attendant I

Main Purpose and Function

The Shelter Attendant position reports to the Shelter Supervisor or Coordinator and is responsible for providing coordination, direction and support to guests accessing The Gathering Place operated Shelter. Shelter Attendants work with other Shelter staff as a team and are responsible for maintaining a safe, secure, and welcoming environment for individuals experiencing homelessness to access shelter and indoor warming spaces. The Shelter operates as life saving measures for the purpose of providing overnight shelter to marginalized populations who are experiencing homelessness and may also suffer from issues related to substance use, mental health, physical and/or cognitive disabilities and other issues related to poverty and marginalization.

This front-line position carries out a variety of duties in a calm professional manner, supporting guests with basic needs, including shelter and food. The Shelter Attendant assists guests with referrals to other services when appropriate, monitoring guest behaviour and the overall shelter environment, incident response and crisis management, and responds with de-escalation methods to ensure a safe and secure environment for all guests. The position is responsible for monitoring shelter access, enforcing policies and procedures, performing routine janitorial duties, supporting guests and maintaining records and reports including incident reports and guest attendance reports as required.

Specific Duties & Responsibilities

• Set-up and take down of shelter operations and the overall supervision of the shelter during overnight operation.
• Problem-solving overnight in the absence of a supervisor, and liaising with other organizations or stakeholders as needed.
• Maintains a safe, healthy, and positive environment for staff, volunteers, patrons, and community members, and shelter guests.
• Creates a warm and welcoming environment that is sensitive to the needs of the marginalized population served.
• Works tactfully and compassionately with individuals who may use substances and/or be isolated through poverty, homelessness, mental illness, or other factors of social exclusion.
• Establishes and maintains positive relationships and appropriate professional boundaries with staff, volunteers, and patrons.
• Presents self in a professional manner that demonstrates the values of the City of Vancouver and Community Services.
• Ensures shelter/warming centre policies and procedures are followed and communicates concerns in a calm, clear and compassionate manner.
• Deals confidently and respectfully with volatile and unpredictable situations including those in which mental health and addiction issues are factors.
• Monitors access to the shelter/warming centre and regularly monitors the environment and guests and all accessible public spaces in the facility on a regular basis.
• Operates security equipment as required including two way radios and CCTV camera equipment.
• Maintains paper and electronic records including incident reports, log book, and shelter attendance reports, including documenting all incidents in the Resolver Incident Management system.
• Performs routine janitorial duties as required.
• Administers basic first aid and maintains applicable records.
• Makes referrals to community agencies as needed.
• Monitors and reports any facility issues including maintenance, cleanliness and pest control issues as required.
• Demonstrated ability working as a team member.
• Other duties as assigned.

Qualifications

Education and Experience:

• Completion of grade ten and, preferably, Occupational First Aid Level 1, plus related experience in a security social services front line position, combined with experience working with vulnerable populations preferably in a social service setting.
• Basic Security Training (BST) level 1 would be an asset.

Knowledge, Skills and Abilities:

• Considerable knowledge of the rules, policies, operation and programs of the centre and/or low-barrier drop-in centres.
• Working knowledge of the community and social service agencies and programs in the area.
• Understanding of and commitment to individuals experiencing homelessness who may also suffer from issues related to substance use, mental health, physical and/or cognitive disabilities and other issues related to poverty and marginalization.
• Excellent conflict management and de-escalation skills especially in unpredictable, volatile, and emergency situations including situations in which mental health and addiction are factors.
• Excellent decision-making and problem-solving skills especially in volatile, disruptive and emergency situations.
• Excellent verbal communication skills.
• Good writing skills and ability to use MS Office applications for report writing and communications.
• Ability to exercise excellent judgment and to do so independently when required.
• Willing and able to enforce policies, procedure and rules in a firm and compassionate manner.
• Knowledge of homelessness related agencies, services and resources or experience working with marginalized populations is considered an asset.

A Police Record Check is a requirement of this position. A clearance requires the absence of any criminal charges or convictions related to this position.

Business Unit/Department: Arts Culture Community Service