Engagement specialist

Company Description 3rd Shift Warming Cooling Center is a community-focused organization that provides a safe, temperature-controlled environment for individuals seeking shelter overnight. The center operates during late-night hours to support residents experiencing housing instability, extreme weather, or other crises. Staff members work closely with guests to ensure their comfort, safety, and access to basic resources. The organization values compassion, dignity, and respect, and collaborates with local partners to connect guests with supportive services. Team members are encouraged to contribute ideas to improve operations and enhance guest experience.

Role Description The Engagement Specialist is a full-time, on-site role based in the Columbus, Ohio Metropolitan Area, working primarily during 3rd shift hours. This role focuses on building trusting relationships with guests, welcoming them to the center, explaining available services, and helping them feel safe and respected. Day-to-day tasks include greeting and checking in guests, monitoring the center for safety and comfort, de-escalating conflict when needed, and maintaining accurate logs and documentation. The Engagement Specialist connects guests with community resources, such as food, clothing, transportation, and referrals to social services, while collaborating with other staff and volunteers to coordinate support. Additional responsibilities include adhering to center policies, participating in team meetings and trainings, and contributing to a positive, trauma-informed environment.

Qualifications

• Strong interpersonal, communication, and active listening skills to engage respectfully with guests and team members.
• Experience in customer service, social services, outreach, or community-based work, especially with diverse or vulnerable populations.
• Ability to remain calm under pressure, apply conflict resolution and de-escalation techniques, and follow safety protocols.
• Organizational skills for maintaining records, completing incident reports, and managing multiple tasks during busy shifts.
• Commitment to equity, inclusion, and trauma-informed, non-judgmental support of guests from varied backgrounds.
• Comfort working overnight or late shifts in an on-site shelter environment, including occasional lifting or light physical tasks.
• High school diploma or equivalent required; additional training or education in social work, psychology, or human services is a plus.
• Prior experience in shelter, crisis, or homeless services settings is preferred but not required; willingness to learn and attend ongoing training is essential.