Residential Coordinator

Department: Katherine Hanley Family Shelter

Reports to: Assistant Director of Operations

Location: Fairfax, VA

Shelter House was established in 1981 as a grassroots response to the homelessness crisis in Fairfax County. Since our founding, we have grown alongside our community, adapting our programs and services to meet the evolving needs of individuals and families experiencing homelessness and domestic violence. Today, Shelter House is a respected nonprofit organization with more than 200 employees dedicated to providing housing, support, and hope throughout Northern Virginia.

Over the past year, our compassionate team served nearly 4,000 individuals—more than half of whom were children—by providing safe housing, critical resources, and supportive services. Everything we do is guided by our core values of Inclusivity, Collaboration, Accountability, Respect, and Empowerment (iC.A.R.E.).

The Residential Coordinator provides essential 24-hour awake coverage and supervision of the shelter, ensuring a safe, welcoming, and supportive environment for clients. As the lead staff member on shift, the Residential Coordinator serves as the first point of contact for client needs, crisis intervention, and day-to-day shelter operations.

This role is responsible for maintaining the safety and security of shelter residents and Shelter House property, supporting front desk operations, responding to emergencies, and collaborating with case management staff to promote positive client outcomes.

• Ensure the safe and efficient operation of the shelter while maintaining a secure and welcoming environment for clients, visitors, and staff.
• Monitor front desk activities, answer incoming calls, greet visitors, and manage visitor check-in procedures.
• Document client interactions, incidents, and significant shelter activities in the daily log.
• Collaborate closely with Case Managers to reinforce client service plans and communicate updates regarding client progress.
• Conduct thorough shift handoffs to ensure continuity of care and consistent shelter operations.
• Maintain accurate and timely documentation in accordance with agency policies and best practices.
• Assess and respond to clients' immediate needs by distributing household supplies, toiletries, food, and other essential items.
• Preserve the dignity, privacy, and confidentiality of all clients during service delivery.
• Respond appropriately to crises and emergencies, including building evacuations, medical emergencies, and safety incidents.
• Conduct assessments and after-hours intakes for One-Night-Only families seeking emergency shelter.
• Assist with the receipt, documentation, and secure handling of client medications.
• Accept donations and support volunteer activities and special events within the shelter.
• Participate in required staff meetings, trainings, and professional development opportunities.
• Ensure compliance with Shelter House policies, procedures, licensing requirements, and best practices.
• Utilize Microsoft Office and Google Workspace (email, calendar, Drive, Docs, etc.) to support daily operations and documentation.
• Serve as essential personnel and report to work as scheduled during emergencies, including inclement weather and other operational events.
• Safely operate Shelter House vehicles to transport clients when needed.
• Demonstrate Shelter House's core values of Inclusivity, Collaboration, Accountability, Respect, and Empowerment (iC.A.R.E.) in all interactions.
• Perform other duties as assigned.

Required

• A high school diploma or GED
• 2+ years of experience in human services field i.e., mental health, substance abuse, homeless and domestic violence
• Ability to build strong working relationships with clients and team members
• Strong verbal and written communication skills
• Valid Driver’s License
• Willingness work evenings and weekends when needed

• A bachelor’s in human services/ related field
• 1 year of experience in customer service
• Experience working in programs serving homeless families
• Experience working in a residential environment
• Current CPR/ First aid certification

• Annual TB Test is required
• Ability to sit or stand for long periods
• Ability to lift items weighing 10-20 pounds

• Medical, Dental & Vision Insurance
• 401K contributions with a 4% employer match
• 13 Paid Holidays, 2 Floating Holidays and the opportunity to take your Birthday Off
• Two Semi-Annual Team Building Events