Service Specialist

JOB DESCRIPTION / ROLE

Job Type: Full Time

Job Location: Cairo, Egypt

Nationality: Any Nationality

Salary: Not Specified

Gender: Not Specified

Arabic Fluency: Not Specified

Job Function: Customer Service

Company Industry: Charity / Non-profit / NGO

Position summary

The residential service specialist (RSS) is responsible for providing direct support, oversight, and guidance to individuals living in New Hope Housingu2019s shelter and housing programs. This role ensures a safe, structured, and supportive environment while fostering dignity, stability, and wellness for all.

The RSS serves as a front-line staff member, addressing daily needs, monitoring program compliance, maintaining facility safety, and promoting an environment consistent with trauma-informed and person-centered care. The role requires excellent interpersonal skills, flexibility, and the ability to respond to challenging situations with professionalism and compassion.

Key responsibilities

Support & case assistance

Provide day-to-day support and guidance to residents, addressing concerns, needs, and crises in a timely and respectful manner.

Assist with following house rules, program guidelines, and case management plans.

Conduct regular check-ins to encourage progress toward individual goals, including housing, employment, and self-sufficiency.

De-escalate conflicts and implement crisis intervention strategies when necessary.

Facility safety & operations

Monitor the shelter environment to ensure safety, cleanliness, and adherence to policies.

Conduct walkthroughs of common areas, bedrooms, and grounds to ensure compliance with safety and health standards.

Document and report any incidents, safety hazards, or maintenance needs to the program manager or supervisor.

Support meal service, donation distribution, and supply management as needed.

Administrative & compliance tasks

Maintain accurate and timely logs, case notes, and incident reports.

Support the intake and orientation process for new residents, ensuring clear communication of program rules and expectations.

Assist in completing daily census counts, shift reports, and program documentation.

Ensure compliance with agency policies, funding requirements, and confidentiality standards.

Team collaboration & professionalism

Work collaboratively with program staff, volunteers, and external partners to support success.

Attend staff meetings, trainings, and professional development sessions as scheduled.

Serve as a role model for residents by demonstrating positive behavior, effective communication, and problem-solving skills.

Uphold the mission and values of New Hope Housing in all interactions with residents, staff, and the community.

Expectations of the role

Maintain a compassionate, respectful, and professional approach at all times.

Demonstrate flexibility, including the ability to work evenings, overnights, weekends, and holidays.

Respond effectively to emergencies, safety concerns, and crises.

Support a trauma-informed and inclusive environment for a diverse population.

Performance evaluation

Performance will be reviewed quarterly and annually, focusing on:

Timeliness and accuracy of documentation, logs, and reports.

Effectiveness in maintaining safety and adherence to program standards.

Feedback and progress toward stability goals.

Team collaboration, communication, and reliability.

Contribution to program improvement and positive outcomes.

Minimum qualifications

High school diploma or GED required; some college coursework in human services preferred.

One or more years of experience working in shelter, residential, or human services programs.

Strong communication, conflict resolution, and interpersonal skills.

Ability to manage multiple priorities and maintain professionalism under pressure.

Familiarity with trauma-informed care and crisis intervention techniques.

Ability to lift up to 30 lbs and perform facility rounds, including stairs.

Basic computer skills for reporting and documentation (Microsoft Office, Google Suite).

Valid driveru2019s license; background check required.

Quarterly goals

Focus area: Support
Quarterly goal example: Complete weekly check-ins with at least 90% of assigned residents and document in case notes.

Focus area: Safety monitoring
Quarterly goal example: Conduct and document facility walkthroughs every shift with 100% compliance.

Focus area: Crisis intervention
Quarterly goal example: Respond to all incidents within program protocols and submit reports within 24 hours.

Focus area: Documentation
Quarterly goal example: Maintain 100% on-time submission of census counts, incident reports, and shift logs.

Focus area: Team collaboration
Quarterly goal example: Attend 95% of scheduled staff meetings and contribute at least one idea for program improvement per quarter.

Find Top Talent

Explore our CV database

Post a job now

Advertise Here

ZipRecruiter