Direct Support Staff – Fulton House
Reports To: Housing Manager
Location: Fulton House
FLSA Status: Non-Exempt
Position Summary
The Direct Support Staff at Fulton House plays a vital role in ensuring a safe, supportive, and welcoming environment for residents experiencing homelessness and housing instability. This frontline position is responsible for maintaining the security of the building, engaging residents with respect and compassion, supporting daily living needs, and providing crisis intervention when necessary.
The role requires strong interpersonal skills, patience, and the ability to maintain professional boundaries while working with individuals who may be experiencing behavioral health challenges, trauma, or other complex life circumstances. Direct Support Staff act as a first point of contact for residents and are essential to the smooth daily operation of Fulton House.
Key Responsibilities
Resident Support & Engagement
- Foster a welcoming, safe, and supportive environment for residents.
- Engage with residents using empathy, patience, and active listening.
- Build positive rapport with residents while maintaining appropriate professional boundaries.
- De-escalate conflicts and respond to crises with calm, appropriate intervention techniques.
- Connect residents with community resources or relay needs to Case Managers.
Safety & Security
- Conduct regular building rounds and monitor security cameras to ensure resident and staff safety.
- Control building access, monitor entrances, and respond to doorbell/guest entry.
- Respond promptly and effectively to emergencies, alarms, or incidents, notifying Housing Management and authorities as needed.
- Ensure entrances and walkways are free from hazards, including snow, ice, and debris.
Daily Operations
- Assist with serving meals and snacks as needed.
- Complete required documentation including shift notes, incident reports, and logs to ensure clear communication across shifts.
- Maintain a clean and orderly environment by sweeping, mopping, dusting, sanitizing surfaces, and organizing supplies.
- Handle routine administrative tasks such as answering phones, responding to emails, and maintaining accurate records.
Collaboration & Teamwork
- Work collaboratively with Case Managers, Housing Manager, and other staff to ensure consistent and coordinated resident support.
- Participate in trainings, staff meetings, and agency-wide initiatives.
- Promote and model IPHNY’s values of professionalism, respect, and compassion in all interactions.
Qualifications
Required
- High School Diploma or GED equivalent.
- CPR, First Aid, and AED certifications.
- Narcan training (or willingness to obtain upon hire).
- Strong problem-solving and crisis intervention skills.
- Ability to maintain professional boundaries and confidentiality.
- Reliability, time management, and organizational skills.
- Basic computer skills (Microsoft Office, email, documentation systems).
Preferred
- Experience working with individuals experiencing homelessness or high-risk populations.
- Strong interpersonal and communication skills.
- Demonstrated empathy, compassion, and patience in working with diverse populations.
- Basic understanding of behavioral health concerns.
Trainable
- IPHNY policies and procedures, including de-escalation techniques.
- Documentation and reporting requirements.
- IPHNY training series related to resident support and compliance.
Work Environment
This position is based at Fulton House, a residential housing environment, and requires daily interaction with residents. Work is primarily onsite with a combination of desk-based duties and active monitoring throughout the facility.
The role requires flexibility, patience, and the ability to manage stressful or crisis situations while maintaining professionalism and empathy. Physical requirements include standing, walking, bending, lifting up to 20 lbs., and the ability to conduct building rounds regularly.
Pay: $20.00 per hour
Work Location: In person
