Guest Service Coordinator I - Second/Third Shift

About the role

The Guest Service Coordinator (GSC) provides services of care for shelter guests assigned to them during their residency at Wheeler Mission and general guest support. This includes assisting the GSC II and GSC III with evening/weekend activities as assigned.

Responsibilities

• Assists with the daily operation of programs and creates a welcoming environment.
• Daily the GSC:
• Checks guests in and out using guest software, in accordance with Wheeler policies and procedures.
• Provides guests with guidance when needed and appropriate, using approved techniques and scripture.
• Assists with monitoring meals, ensuring that assigned daily tasks are complete.
• Collaborates with other staff in facilitating nightly activities for the guests and supervises these activities.
• As appropriate to role, mediates disputes and records the incidents leaving this information for the Director and other program staff.
• Greets volunteers, showing them to their volunteer area and providing supervision as needed.
• Assists with special events and other program duties as assigned.
• Performs a variety of administrative tasks to support the program operations.
• Mets daily with team members and supervisor to review any guest changes and situations that need to be addressed.
• Participates in daily, weekly and other regular program meetings.
• Completes paperwork, incident reports, answers email, and keeps on top of required reporting.

Qualifications

• Education/Experience: 1+ years of successful, recent work experience, demonstrating dependability and a strong work ethic. Ability to be flexible for different shifts, work hours, or occasional weekends as needed.
• Verbal communication skills to communicate effectively with others, and written communication skills to read, write, and interpret written documents that are essential to the role.
• A high school diploma, GED or be willing to work toward HSE in the first year of employment.
• Demonstrated desire to learn, grow and develop in previous roles and situations.
• Demonstrated ability to learn software systems that support role and WM operations.
• 1+ years general experience in a non-profit program department, preferred.
• Familiarity with the Wheeler Mission program focus and our residents’ experience, including addiction support, mental health issues, and trauma support, strongly preferred.

Competencies Required

• Adaptability
• Guest/Customer Focus
• Listening
• Emotional Intelligence
• Compassion
• Conflict Resolution
• Timeliness
• Communicates Effectively

Physical Requirements

• To perform the essential job functions of this position, with reasonable accommodations, a candidate must be capable of performing many physical functions including:
• Walking short distances with the ability to walk up and down stairs
• Physical dexterity sufficient to operate standard office equipment
• Physical ability to perform normal office functions including sitting for prolonged periods of time and the endurance to remain standing for prolonged periods of time
• Strength to lift office supplies and equipment up to 20 pounds.

Shift Differentials

• GSCs working between 5:00pm-11:00pm receive a $1.00 per hour pay differential
• GSCs working between 11:00pm-7:00am receive a $2.00 per hour pay differential

Pay Incentives

• GSCs may also earn and an additional $0.50 per hour pay increase upon completion of our SkillBridge training program