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 Client Ambassador is a customer-service oriented position at The Salvation Army Bell Shelter, a residential housing and services facility for single adults experiencing homelessness. The duties of the Client Ambassador include ensuring all clients understand and comply with facility rules, including explaining rules as necessary, and maintaining written records as required. The Client Ambassador will also monitor and assist with the cleanliness of the facility, including restrooms; answer incoming phone calls and direct them to the appropriate individuals in a timely and professional manner; greet and direct visitors to appropriate individuals; provide basic information about the facility and programs as necessary; prepare written reports for all incidents using logs and incident report forms; maintain a safe environment inside and outside of the facility; perform thorough rounds throughout each assigned shift; monitor client medication; observe activity around the facility on the reception office video monitors at all times, and investigate/report activity and incidents as necessary; monitor and supervise client social activities; perform all duties in a courteous, professional, and respectful manner. Perform all other duties as assigned by the Client Ambassador Manager.

Pay rate: $21.60-$26.00

Essential Functions

Client Support & Front Desk Operations

• Provide professional, respectful, and responsive support to participants.
• Monitor the front desk and respond to participant requests, questions, and needs.
• Assist participants with navigating shelter services, resources, and daily operations.
• Support participant engagement and promote a safe, welcoming, and respectful shelter environment.

Safety, Security & Client Wellness

• Conduct routine rounds and monitor participant areas for safety, security, and wellness concerns.
• Monitor and report participant whereabouts, including AWOLs, as required.
• Support medication-related monitoring and other participant wellness activities within the scope of the position.
• Respond appropriately to incidents, emergencies, and behavioral concerns, including de-escalation when needed.
• Follow all shelter safety, security, emergency, and participant protection procedures.

Documentation, Communication & Shift Coordination

• Maintain accurate and timely shift logs, participant records, incident reports, and other required documentation.
• Communicate relevant participant concerns, incidents, and operational issues during shift pass-downs.
• Ensure important information is communicated promptly to supervisors and appropriate program staff.
• Maintain confidentiality and comply with organizational, program, and funder requirements.

Facility Operations & Teamwork

• Support cleanliness, organization, and proper functioning of participant and common areas.
• Assist with daily shelter operations and activities as assigned.
• Collaborate effectively with Case Managers, Program Managers, Security, Maintenance, and other departments.
• Follow all Salvation Army policies, shelter procedures, and program expectations.
• Attend required meetings, trainings, and professional development activities.
• Perform other duties as assigned to support the effective operation of Bell Shelter.

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 housing appointments, 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 visitors, 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.