Who we train
Training for front desk, monitors, and residential aides
Front desk staff, monitors, and residential aides spend more hours with clients than anyone else on site, and they are usually the first to notice when something is off. We train frontline residential staff to engage with respect, spot early warning signs, de-escalate, hold boundaries, and write a clear report at the end of it.
What front desk and residential staff are up against
- Enforcing site rules without turning every reminder into a conflict
- Noticing early warning signs and acting on them
- Holding boundaries with clients you see every shift
- Writing clear shift notes and incident reports
How Be Shepherd helps
We come to your facility and train your front desk and residential staff where they work, then mentor them live during their regular hours. We lead by example and set a standard to uphold, to give the best quality of service. The trainings and services below are the ones we most often recommend for front desk and residential staff.
Recommended for front desk and residential staff
Guides for front desk and residential staff
De-escalation Phrases: What to Say and What to Avoid
Word-for-word phrases frontline staff can use to de-escalate a tense situation, and common phrases that make things worse.
Read the guide De-escalation and Crisis ResponseRecognizing the Warning Signs of Escalation
How frontline staff can spot the early behavioral warning signs that a client is escalating, and what to do at each stage.
Read the guide Leadership and OperationsShift Handoff Communication: Passing the Baton Safely
How shelter and housing teams can run reliable shift handoffs so important information is never lost between shifts.
Read the guide Facility SafetyHow to Write a Clear Incident Report
A step-by-step guide to writing clear, factual incident reports at shelters and housing sites, with examples.
Read the guideGet started
Start with a free evaluation
We come to your facility, look at how your team works, and show you where you can save time and money.