Front Desk Coordinator

The Lighthouse seeks a Front Desk Coordinator to help expand its mission of creating safe, healing environments and fostering lasting change for individuals facing life-controlling challenges.

About the role

Shepherd’s House Ministries operates multiple sites providing emergency shelter, case management, and supportive services. The Front Desk Coordinator plays a crucial role in ensuring participants are welcomed, connected to services, and supported in a safe, organized environment.

Responsibilities

• Maintain a clean, organized, and fully stocked Front Desk workspace while coordinating participant flow and lobby activity.
• Provide a welcoming and secure atmosphere where participants are encouraged to access day-use activities, navigation services, and onsite resources.
• Lead and supervise Front Desk team members, including scheduling, onboarding, modeling expected work ethic, and supporting ongoing professional development.
• Support implementation of new systems and protocols to improve operational efficiency and participant experience.
• Oversee participant engagement processes, ensuring all entrants are greeted with kindness, directed appropriately, and properly checked in for services.
• Ensure accurate documentation and reporting, including participant check-ins, occupancy and participation data, incident reports, and service outcomes.
• Manage Front Desk operations including phone and message response, mail distribution, donation intake coordination, and supply tracking/procurement support.
• Review and approve Incident Reports to ensure policy alignment, accuracy, and timely submission.
• Collaborate with Safety Coordinators, volunteers, and SHM leadership to maintain a safe, secure, inclusive, and well-communicated working environment.
• Carry out additional duties as assigned by the Director or Associate Director of Navigation Services to support the overall success of The Lighthouse.

Qualifications

• High school diploma or equivalent; additional education or training in social services, security, or a related field is a plus.
• Previous experience in a similar role, preferably in a shelter or social service setting.
• Strong interpersonal skills and the ability to engage with a diverse community.
• Familiarity with, and ability to use trauma-informed care and de-escalation techniques.
• Ability to maintain confidentiality in accordance with organizational policies and applicable privacy laws.
• Reliable, punctual, and able to work independently and as part of a team.
• Basic computer skills, including proficiency in Microsoft Office and data entry.
• Ability to adequately use phone systems and email.

Working Conditions

Primarily overnight work schedule in an active emergency shelter environment serving individuals experiencing homelessness, trauma, addiction, and mental health challenges. Frequent standing, walking, patrolling indoor and outdoor areas, and responding to unpredictable situations requiring alertness and quick decision-making. Exposure to challenging behaviors, crisis situations, and emotionally intense interactions, requiring strong emotional regulation and trauma-informed engagement. Combination of administrative tasks (documentation, HMIS data entry, reporting) and hands-on operational duties within dorm, food service, and common areas. Work conducted in a fast-paced, team-based environment requiring collaboration with staff, volunteers, community partners, and occasional coordination with law enforcement.

Physical Requirements

• Ability to stand, walk, and patrol indoor and outdoor areas for extended periods during overnight shifts.
• Ability to respond quickly to emergent situations, including moving between dorm areas, common spaces, and exterior property.
• Ability to lift, carry, and move items up to 40–50 pounds (e.g., supplies, bedding, food service items) with or without assistance.
• Ability to bend, stoop, kneel, reach overhead, and perform routine cleaning and facility support tasks.
• Sufficient visual acuity, hearing, and situational awareness to monitor safety concerns and engage effectively in low-light overnight conditions.