Full Time Guest Services Coordinator –VOA Navigation Center (3)

Key Responsibilities

• Welcome guests into shelter.
• Complete paperwork and process property in compliance with Health and Safety protocols.
• Promote housing stability and ensure resident needs are met.
• Maintain safety, cleanliness, and wellbeing of the facility.
• Cookordinator activities and engagement.
• Manage client files and ensure accurate data entry.
• Support program goals through specialized focus areas such as housing, employment, legal services, or benefits navigation.

Essential Duties And Responsibilities

• Guest Engagement & Advocacy - Ensure guests feel heard and valued; incorporate their input into programming when appropriate.
• Program Knowledge & Service Delivery - Maintain deep understanding of program requirements, referral processes, support services, and best practices in the field.
• Resource Navigation & Team Contribution - Demonstrate expertise in guest-specific resources and a commitment to serving individuals experiencing homelessness. Actively contributes to team goals within a diverse and dynamic environment.
• Documentation & Data Management - Accurately document all client interactions, eligibility, and demographics. Ensure timely and compliant data entry in systems such as ServicePoint and HMIS and maintain organized hard copy files.
• Professional Conduct & Confidentiality - Uphold confidentiality and collaborate effectively across teams. Adhere to professional standards and ethical guidelines.
• Safety & Crisis Response - Maintain physical and emotional safety of guests. Manage the milieu, de-escalate conflicts, contact emergency services when needed, and complete incident reports thoroughly.
• Team Support & Problem Solving - Serve as a resource for colleagues, offering support in problem-solving and staying informed on current field developments.
• Facility Maintenance & Operations - Assist with housekeeping tasks (e.g., linens, supplies, walk-throughs), enforce rules, and report maintenance needs promptly.
• Special Projects & Volunteer Coordination - Lead holiday and special projects as assigned. Supervise volunteers during shifts.
• Front Desk Duties - Handle calls, messages, donations, mail, and distribute bus passes.
• Mentorship & Training - Mentor junior staff and support onboarding/training of new team members.
• On-Call & Cross-Facility Coverage - Participate in the on-call rotation (full-time only) and provide coverage at other facilities as needed.
• Staff Scheduling & Meetings - Assist with shift scheduling and attend staff meetings and training. Actively participate as a member of the Family Motel team.
• Guest Compliance & Discharge - Monitor guest activities, enforce expectations, and take appropriate action when guests violate program rules or laws.
• Ethical Practice - Perform duties in alignment with the Social Work Code of Ethics.
• Other Duties - Carry Out Additional Responsibilities As Assigned.

Working Conditions and Physical Requirements

• Ability to be single-staffed while at the facility while having the responsibility for the safety of the guests.
• Ability to quickly and safely go up and down stairs regularly throughout the shift to do perimeter checks, and in cases of an emergency.
• Some lifting up to 50 pounds.
• Able to visually and auditorily supervise the milieu.
• Physically able to quickly respond to crisis, complete a perimeter check and secure a lockdown if needed.
• The employee may be exposed to severe weather conditions.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually low to moderate.

Position Type and Expected Hours of Work

• Current opening: Mon-Th 10:30pm-7am Fri-Sun 10:30pm-7am M-Th 10p-830a
• While Coordinators are on duty, they will be expected to stay at the facility for the entirety of their shift.
• All full-time staff are considered “essential staff,” requiring to be on their scheduled shifts regardless of holidays or inclement weather.
• This is compensated as determined by HR. All full time staff are also required be on the on-call rotation. This may result in being on-call approximately every 4-6 weeks.
• During on-call, all staff are required to answer calls for coverage issues for an entire seven days (Friday at 5pm until the next Friday at 5pm).
• This may require coverage of shifts at all residential facilities.
• There is a $100 stipend as compensation for being on call plus any overtime worked.
• The shelters are staffed 24 hours a day year-round.

Requirements

• MINIMUM QUALIFICATIONS: DUE TO Bona Fide Occupational Qualifications : this position may require a male applicant depending on the shift available.
• Associates Degree in a related area or the equivalent experience in human services.
• One year direct human service experience.
• Good organizational and planning skills; works well as part of a team.

PREFERRED QUALIFICATIONS

• Experience working with individuals experiencing chronic homelessness, severe and persistent mental health concerns and residential case management experience.
• Residential experience and/or milieu management.
• Crises intervention skills.