Residential Support Staff
Division: Adult and Family Services
Department: Transitional and Supportive Housing
Shift: Monday-Friday 7am-3pm
Reports to: Director, Transitional and Supportive Housing
Classification: Full time Non-Exempt
JOB DESCRIPTION
About HopePHL™
HopePHL is the result of the joining of People’s Emergency Center (PEC) and Youth Service, Inc. (YSI) in January 2023. Together, we achieve a greater impact in Philadelphia. HopePHL inspires Philadelphia's children, youth, families, and communities to thrive by providing housing, advocacy, and trauma-responsive social services designed to promote equity, resilience, autonomy, and well-being. We are looking for vibrant and compassionate people to join our team! Learn more at www.hopephl.org.
Summary:
Residential Support Staff are responsible for supporting the overall safety, stability, and well‑being of residents living in HopePHL’s transitional and permanent housing programs. Staff provide direct coverage within residential settings, maintain building and program standards, respond to crises and safety concerns, and ensure accurate documentation and communication across shifts.
Position Type and Work Schedule:
This is a full-time, exempt position. The standard schedule for this position is Monday through Friday, 7:00 a.m. to 3:00 p.m.
As a residential program operating 24 hours a day, 7 days a week, occasional flexibility may be required to attend staff meetings, trainings, resident activities, emergencies, or other program needs outside of the regular schedule. Schedule adjustments will be communicated in advance whenever possible.
Essential Duties & Responsibilities
Customer Service & Program Support
· Provide courteous, respectful service to residents, guests, and staff in accordance with HopePHL standards.
· Manage front desk operations, including welcoming visitors, enforcing sign‑in/sign‑out procedures, answering phones, and handling mail and packages.
· Collaborate with case management, property management, and other departments to support program operations.
Safety & Supervision
· Monitor resident activity and building conditions throughout assigned shifts.
· Conduct and document required security, wellness, and safety checks.
· Coordinate and document fire drills and other required safety drills in accordance with applicable regulations, program procedures, and supervisor direction.
· Enforce program rules and building expectations consistently and respectfully.
· Maintain awareness of the residential environment and proactively identify concerns that may impact resident safety, security, or program operations. Respond to conflicts and crises using approved de‑escalation and trauma‑responsive practices.
· Document and report incidents, safety concerns, rule violations, and non‑compliance.
· Fulfill mandated reporting responsibilities and submit maintenance requests; immediately report hazardous or emergency conditions.
Shift‑Specific Responsibilities
Residential Support Staff perform core duties appropriate to their assigned shift. This position is assigned to the day shift (Monday–Friday, 7:00 a.m.–3:00 p.m.), with responsibilities including:
· Supporting resident morning routines and daily program operations.
· Managing visitor access and front desk activities.
· Coordinating communication with Case Management, Property Management, Behavioral Health, and other program staff.
· Completing required documentation, resident checks, and shift reports.
· Monitoring building conditions and responding to resident needs throughout the day.
· Supporting resident appointments, deliveries, donations, and other daytime program activities.
Staff must remain alert and attentive throughout their shift and complete all required documentation and handoffs before the end of each shift.
Life Skills & Supportive Services
· Support resident engagement in life skills, wellness, and recovery‑focused activities.
· Assist with meals, supplies, and basic needs distribution.
· Assist in the kitchen and dining room as needed, including supporting meal service, maintaining cleanliness, and helping ensure a safe and respectful dining environment for residents.
· Support and monitor resident participation in household responsibilities and, where applicable, observe self-administration of medication in accordance with program procedures.
· Manage petty cash, tokens, and resident savings when assigned, ensuring accurate documentation.
Documentation & Communication
· Complete shift reports, logs, and incident documentation accurately and on time.
· Participate in verbal and written handoffs to ensure continuity of care and operations.
· Communicate promptly and professionally with supervisors and team members regarding concerns or incidents.
Professional Standards
· Maintain professional boundaries and confidentiality at all times.
· Adhere to HopePHL trauma‑responsive care principles, ethical standards, and agency policies.
· Participate in required orientation, training, meetings, and supervision.
Attendance & Reliability
Reliable attendance is an essential function of this position. Staff are expected to arrive on time, remain on duty for their full scheduled shift, and follow established call out and coverage procedures.
Competencies:
· Professional communication
· Dependability and accountability
· Teamwork and collaboration
· Trauma-responsive and culturally humble approach
· Active listening and relationship-building
· Emotional regulation and conflict de-escalation
· Initiative and sound judgment
· Strong customer service and resident engagement skills
· Organization and attention to detail
Required Education and Experience:
· High School Diploma or Equivalency required.
· Experience working or volunteering in human services, residential programs, behavioral health, shelters, supportive housing, or related community-based settings preferred.
Additional Eligibility Requirements:
· Experience working successfully in teams.
· Basic to intermediate computer skills (Microsoft Word and Excel, Internet and E-Mail)
· Must be able to work at a fast pace, perform duties while under pressure and meet deadlines in a timely manner.
· Sensitivity to, and experience working with urban and low-income populations
Work Environment:
This position operates in a residential and office environment. Staff regularly use standard office equipment and may be required to stand, walk, and move throughout the building.
Physical Demands:
The employee must occasionally lift and/or move up to 30 pounds.
Other Duties:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
HopePHL is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible schedule
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
People with a criminal record are encouraged to apply
Work Location: In person
