THIS IS A PER DIEM ROLE IN OUR INTERNAL TEMP POOL.

Position Description

The Program Aide supports day-to-day residential operations by promoting resident safety, stability, and well-being. The Program Aide provides a welcoming front-line presence, assists with basic resident needs and engagement, supports building rules and routines, and helps connect residents to appropriate services and resources. This role works closely with Property Management and Clinical/Social Services staff to ensure a safe, respectful, and supportive living environment.

Responsibilities will include:

• Maintain a consistent on-site presence to support resident safety, stability, and engagement.
• Provide front-line, non-clinical assistance to residents (answer questions, help navigate building processes, connect to appropriate staff/resources).
• Conduct routine rounds of common areas/floors; identify and report safety, maintenance, and policy concerns.
• Respond to incidents and resident needs using de-escalation techniques; escalate emergencies per protocol (including contacting supervisors/security/911 as needed).
• Support front desk/building operations as assigned (phones, visitor/vendor sign-in, package support, basic inquiries).
• Work effectively with Property Management and Social/Clinical Services to plan events, complete attendance sheets, and perform light administrative assignments.
• Assist with resident communications, move-in/out support, and community-building activities as needed.
• Escort residents to medical and other appointments as needed.

Required Skills / Abilities

• Ability to engage older adults and/or vulnerable populations with empathy, patience, and professionalism.
• Strong interpersonal and customer service skills; ability to communicate clearly and respectfully.
• Demonstrated ability to stay calm under pressure and use basic de-escalation techniques.
• Good judgment and ability to follow protocols, escalate appropriately, and document accurately.
• Ability to maintain confidentiality and handle sensitive situations with discretion.
• Dependability, punctuality, and ability to work scheduled shifts (including evenings, overnights, weekends, and holidays asrequired).
• Ability to work effectively as part of a multidisciplinary team.
• Must be able to speak, read and write English.

Education & Experience

• High school diploma or GED required.
• Minimum 1 year experience in residential services, shelters, supportive housing, senior services, customer service, security/front desk, or related settings preferred.
• Experience working with older adults, individuals with mental health and/or substance use challenges, and/or formerly homeless populations strongly preferred.
• CPR/First Aid certification preferred (or willingness to obtain within a specified time frame).
• Bilingual skills a plus (based on resident population needs).

Physical Requirements

• Position is primarily on-site in a residential building; may require walking/standing for extended periods and conducting rounds.
• Ability to lift/carry up to 25lbs occasionally (e.g., supplies, resident materials).
• May be exposed to stressful situations, including resident crises, medical emergencies, or conflict; must be able to respond appropriately and follow emergency procedures.