Weekend Evening Swing Program Monitor - Vets Commons

The Program Monitor serves as the frontline representative of Swords to Plowshares property management, responsible for upholding safety and security protocols. They welcome tenants and visitors, oversee building traffic, maintain building security, and facilitate effective communication with residents, guests, service providers, and colleagues. As integral members of the site team, they contribute to maintaining excellent customer service standards, cleanliness, and a safe environment. Additionally, they help maintain building security and respond promptly to building incidents and tenant emergencies. Program Monitors must demonstrate professionalism, courtesy, and respect towards tenants and guests while enforcing property regulations and fostering a hospitable atmosphere. This role reports to the Assistant Property Manager., · Provide courteous and professional service to Residents and their guests while maintaining appropriate boundaries, and communicate effectively with residents, visitors, staff, service providers, and treatment teams.

· Screen all visitors entering the building, inform them of the visitor policy, check visitor identification, sign visitors in and out, and enforce building policies including denial of entry when rules are violated.

· Keep the front desk tidy, organized, and presentable with all necessary materials such as pens, forms, and paper.

· Answer incoming phone calls, redirect calls to appropriate staff, and take messages when necessary.

· Receive letters and packages, log all items in ActiveBuilding, and distribute them to residents.

· Assist tenants with questions, complaints, and the completion of work orders, incident reports, grievance forms, comment cards, visitor violation forms, and other required paperwork.

· Perform general office and administrative tasks assigned by management.

· Maintain accurate building documentation including shift reports, incident reports, and building logs such as the 86 list, visitor, vendor, overnight, and daily logs.

· Investigate resident floors when necessary and appropriate, such as responding to noise complaints, facility issues, or other building concerns.

· Respond to emergencies, incidents, and tense situations by contacting appropriate emergency services and on-call staff when necessary, de-escalating conflicts when possible, and serving as a resource during emergency situations.

· Attend monthly program monitor meetings and actively participate in staff meetings and training sessions as assigned by your supervisor, including mandatory meetings held outside scheduled work hours.

· Follow site procedures, policies, and complex oral and written instructions provided by management.

· Learn and utilize basic computer systems including word processing and building databases as required for job duties.

Do you have experience in Writing skills?, · Desired: One (1) year of experience working with hard-to-serve populations, including individuals experiencing substance use or mental health challenges, preferably within a human services agency.

· Translatable military experience and skills may be alternatively substituted.

· Applicants with de-escalation and conflict resolution training preferred.

· Knowledgeable of Microsoft Suite of programs, including Microsoft Word, Microsoft Excel, and Microsoft Outlook. In addition to general computer programs, the Program Monitor will use our property management software system RealPage/ActiveBuilding and needs solid computer skills, organization skills, and excellent alphabetization and filing skills.

Additional Qualifications:

· Pleasant, courteous, and professional demeanor with a calm communication style, including the ability to remain composed under pressure.

· Commitment to a safe and pleasant work environment.

· Commitment to helping formerly homeless people regain and maintain their independence.

· An understanding of and experience working with the issues of homelessness.

· Ability to communicate clearly and effectively, both verbally and in writing, with diverse individuals and personalities.

· Ability to remain calm and responsible during emergencies.

· Ability to both work independently and as a part of a team.

· Ability to effectively communicate in English with staff, clients, and external partners and stakeholders.

· Organized with attention to detail.

Physical Job Requirements:

· Ability to maneuver throughout the building, including stairs.

· Ability to sit for extended periods of time.

· Ability to lift 25 lbs.

• Employee must be able to perform all essential job requirements and responsibilities within what would be considered reasonable accommodation

Pulled from the full job description

• Pet insurance
• 403(b)
• Health insurance
• Paid time off
• Employee discount
• Vision insurance
• Dental insurance, Comprehensive Benefits Package:

Employees who are regularly scheduled to work 20 hours or more per week are eligible for all benefits.

100% employer sponsored medical, vision, acupuncture, and dental coverage. Swords to Plowshares covers partial dependent coverage cost. (Agency paid annual medical deductible paid via Navia HRA Card)

Employee Assistance Program: 20 mental health counseling appointments available to all employees, regardless of Full-time status, at no cost to employees.

· 403(b) retirement plan immediate enrollment

· Generous annual paid time off

o 10 sick days

o 13 holidays

o 17 vacation days in the first year & progressive afterwards

· Access to third party legal benefits, employee discount program, pet insurance, and Commuter Benefit.

· 1-hour paid lunch period, professional development reimbursements, and annual education allowance available to all employees.

*Employees who work on-call, in a temporary position, or less than 20 hours per week regularly are only eligible for our Employee Assistance Program, paid lunch hour, and San Francisco sick time. Vacation and sick time are pro-rated based upon full-time equivalent percentage.

Organizational Values Statement of Intent:

Swords to Plowshares is fully committed to the ongoing work of upholding our values and fostering a supportive culture for all staff and veteran clients . For us, this is a process and not a destination. We embrace the principles of cultural humility to create spaces where all people feel welcome, heard, and valued.