Lead Client Ambassador -11-037- SC/Bell Shelter

Mission Statement

The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

Position Summary

The Lead Client Ambassador is responsible for supporting the day-to-day coordination of Client Ambassadors and assisting in maintaining a safe, orderly, respectful, and welcoming environment throughout Bell Shelter. This position serves as a lead resource for Client Ambassadors by providing guidance, coordinating shift activities, communicating operational needs, and helping ensure that established safety, engagement, and facility procedures are followed.

The Lead Client Ambassador works closely with the Assistant Managers and Manager of Safety & Engagement to support daily shelter operations, identify and address participant and facility concerns, and ensure effective communication across shifts and departments. This is a lead position and does not have direct supervisory or management authority over Client Ambassadors.

Essential Functions

Lead Coordination & Shift Support

• Provide day-to-day direction, guidance, and support to Client Ambassadors during assigned shifts.
• Coordinate Client Ambassador activities and ensure required shift responsibilities are completed.
• Serve as a lead resource for Client Ambassadors regarding shelter procedures, participant concerns, and daily operations.
• Assist Assistant Managers and the Manager of Safety & Engagement with coordinating Client Ambassador coverage and shift activities.
• Identify operational concerns, staffing needs, or performance issues and communicate them to the appropriate manager.
• Support consistent implementation of shelter policies, procedures, and expectations.
• Provide coaching and clarification to Client Ambassadors as appropriate, without assuming formal supervisory or disciplinary authority.
• Assist with shift pass-downs and ensure important information is communicated between shifts.

Safety, Security & Facility Monitoring

• Conduct and coordinate routine rounds throughout assigned areas to promote safety, security, and a peaceful shelter environment.
• Monitor participant and guest activity and respond appropriately to safety or behavioral concerns.
• Monitor reception office video monitors and communicate or respond to concerns as necessary.
• Ensure Client Ambassadors complete required rounds, monitoring, and safety checks.
• Assist with responding to emergencies, incidents, and behavioral concerns, including de-escalation when appropriate.
• Escalate significant safety, security, or participant concerns to the Assistant Manager or Manager of Safety & Engagement.
• Monitor facility cleanliness and identify maintenance, health, fire, or safety concerns for appropriate follow-up.

Participant Engagement & Support

• Promote a welcoming, respectful, and trauma-informed environment for participants, guests, and staff.
• Assist Client Ambassadors in responding to participant questions, concerns, and requests.
• Support Client Ambassadors in explaining and reinforcing shelter rules and expectations in a respectful and consistent manner.
• Assist with monitoring participant social activities and common areas.
• Support medication monitoring and other participant wellness activities within the scope of the position and established procedures.
• Assist with participant concerns and grievances and appropriately escalate issues requiring management intervention.

Documentation & Communication

• Ensure Client Ambassadors maintain accurate shift logs, incident reports, and other required documentation.
• Review shift information and communicate significant incidents, concerns, or operational issues to the Assistant Manager or Manager of Safety & Engagement.
• Assist with ensuring incident reports and other required documentation are completed accurately and timely.
• Maintain confidentiality and comply with organizational, program, and funder requirements.
• Support effective communication between Client Ambassadors, Assistant Managers, the Manager of Safety & Engagement, and other departments.

Front Desk & Visitor Coordination

• Support Client Ambassadors in maintaining professional front desk operations.
• Ensure incoming calls are answered and directed appropriately.
• Ensure visitors and guests are greeted professionally and directed to the appropriate individual or location.
• Provide basic information regarding Bell Shelter services, programs, and facility procedures.
• Assist with resolving front desk concerns and escalate issues when appropriate.

Team Collaboration & Department Support

• Work closely with Assistant Managers and the Manager of Safety & Engagement to support daily shelter operations.
• Collaborate with Case Management, Program Management, Security, Maintenance, Intake, and other departments as needed.
• Assist management with identifying operational concerns and opportunities to improve safety, engagement, and client experience.
• Participate in required meetings, trainings, and department activities.
• Support the implementation of new procedures, practices, and departmental initiatives.

Working Conditions

This position involves primarily field-based work with regular duties at the shelter and office responsibilities. The role requires frequent movement, including walking, standing, bending, squatting, kneeling, twisting, reaching, pushing, pulling, and lifting or carrying items up to 25 pounds. The position requires use of standard office equipment and may involve travel to community agencies and other locations. The work environment may include challenging or unpredictable situations and frequent interruptions, requiring flexibility, professionalism, sound judgment, and adherence to safety and de-escalation procedures. Evening, weekend, holiday, extended-hour, or emergency work may be required based on program needs. Reasonable accommodations may be provided for qualified individuals with disabilities.

Minimum Qualifications

• High school diploma or equivalent, with a minimum of six months of experience working with individuals experiencing homelessness and/or vulnerable populations.
• If in recovery, must have 2 years of sobriety.
• Experience in mental health and/or addictions fields preferred.
• Basic literacy skills.
• Must obtain CPR and First Aid certification prior to employment and annually thereafter.
• TB-cleared prior to hire and annually thereafter.
• Understand and support the mission of The Salvation Army.

Skills, Knowledge & Abilities

• Ability to exercise sound judgment in carrying out assignments independently.
• Good time management skills.
• Good oral and written communication skills.
• Strong sense of workplace ethics and understanding of confidentiality protocols.
• Ability to answer telephone, greet vistitors, and interact with clients and other staff members in a courteous, professional, respectful manner.
• Ability to effectively use office equipment (fax and copies).
• Must be able to work any shift and/or assigned schedule.