Job Description

Central Arizona Shelter Services (CASS), is a non-profit 501 (c)(3), and the largest provider of emergency shelter and housing solutions to adults and families experiencing homelessness in Arizona. The mission of CASS is to empower men, women, and children with diverse needs to end their homelessness by helping them establish and maintain permanent housing.  For more information about CASS, please visit our website at

Essential Functions

Provide direct client support and staff supervision at the Shelter:

  1. Establish a fair, respectful, supportive environment for all clients;
  2. Ensure that staff adhere to the highest standards of customer service and embody CASS values;
  3. Prepare daily chore list for client volunteers; coordinate, train and assist client volunteers to ensure duties are properly and promptly accomplished;
  4. Attend to client needs, resolve issues and escalate when necessary;
  5. Ensure staff and clients uphold Shelter and Case Management policies and procedures;
  6. Provide clients with information and referrals; document the interaction(s) in Homeless Management Information System (HMIS);
  7. Mediate client disagreements and take proactive steps to ensure that clients are following shelter policies and procedures; seek support of managers and/or security when needed.

Provide leadership and support to shift staff and clients:

  1. Provide leadership to staff to ensure a productive and successful shift;
  2. Delegate assignments and work stations; maintain an even workload for staff; coordinate break and lunch times to ensure adequate coverage;
  3. Train new-hires, provide direction; serve as mentor and coach;
  4. Provide assistance and support to staff. Provide performance feedback to Manager for Performance Evaluations;
  5. Provide employee recognition awards and team building activities; maintain a positive, motivated, work environment free of harassment and bias;
  6. Maintain knowledge of community resources and referrals; establish and maintain professional rapport with all departments and outside agencies;
  7. Foster a solution-focused environment that is fair and consistent, with the intention to engage clients and meet their service expectations;
  8. Perform duties of Client Care Coordinator.

Ensure the smooth operation of the Shelter:

  1. Ensure policies and procedures are fairly and consistently upheld to provide a safe, orderly, and caring environment;
  2. Serve as point of contact for Welcome Center transfers, volunteers, outreach groups, Crisis Navigators and Case Managers;
  3. Manage radio check-out and check-in for shift;
  4. Monitor bed occupancy to ensure maximum usage;
  5. Ensure that staff conduct regular walk-throughs of facility to determine that all conditions are safe and clients are adhering to shelter policies and procedures; report any safety concerns to Supervisor, Facilities or Security;
  6. Review daily bed logs, client files, required paperwork and HMIS entries to verify accuracy and completion before end of shift.
  7. Review all Incident Reports (IR) for accuracy and quality assurance prior to submission to management; ensure that all incidents from shift are documented in an IR; report all client injuries in an IR;
  8. Report all employee work-related injuries per CASS Employee Handbook; coordinate transportation to Occupational Health Provider for injured worker;
  9. Monitor Shelter inventory to ensure that the necessary levels of supplies are maintained;
  10. Coordinate the receipt and distribution of donations;
  11. Maintain adequate and organized stock of office and cleaning supplies and hygiene items; distribute hygiene items to clients as needed;
  12. Make sound decisions in the absence of Manager;
  13. Perform other duties as required.

Additional Attributes:

  1. Commitment to a solution-focused work environment and the clear intention to meet client expectations;
  2. Excellent written and verbal communication skills;
  3. Able to provide clear-headed direction to staff when conflicts, crisis and emergency situations arise.

Physical Activities and Working Conditions:

  1. Moving about on foot to accomplish tasks, moving from one workspace to another;
  2. Sitting at a desk for extended periods of time to accomplish tasks;
  3. Ability to lift, carry, push or pull objects up to 20 pounds unassisted;
  4. Manual dexterity in order to use keyboard and mouse.

Skills / Requirements



  1. Minimum age of 18;
  2. High school diploma or equivalent plus a minimum of one year of social service experience;
  3. Intermediate proficiency in Word, Excel and Outlook calendaring; highly accurate data entry skills;
  4. State of Arizona Level One Fingerprint Clearance Card or the ability to obtain one.


  1. Experience working with the homeless or impoverished;
  2. Bilingual in English and Spanish.