Guest Services Assistant Austin Street Center Dallas, TX Job Details Full-time $18.50 - $19.50 an hour 15 hours ago Benefits 403(b) matching Health insurance Dental insurance Paid time off Employee assistance program Vision insurance 403(b) Life insurance Paid sick time Qualifications Working with culturally diverse communities Written communication Multitasking Outdoor work experience In-person customer service High school diploma or GED Conflict resolution Productivity software Communication skills Time management Full Job Description Overview Job description:

Position Title:

Guest Services Associate Immediate Supervisor:

Director of Shelter Services Department :

Shelter Services Status:

Full-Time Hours:

Monday - Thursday, 6AM - 2:00

PM Mission of Austin Street Center:

Founded in 1983, Austin Street Center provides emergency shelter and meets the basic needs of the most vulnerable people experiencing homelessness in Dallas.

Core Values:

Kindness, Trustworthiness, Empowerment, Determination Position Purpose The Guest Services Associate serves as a key point of contact for client inquiries, shelter operations, and incoming communications. This role ensures the smooth operation of the Guest Services Desk, provides direct support to clients, and facilitates essential shelter services. The ideal candidate is compassionate, resourceful, and committed to maintaining a safe and supportive environment. In this and any position at Austin Street Center it is impossible to predict the many requests and assignments that can and will be made on an employee. Flexibility and a cooperative spirit are crucial characteristics of the person who holds this important position and for the successful operation of Austin Street Center services. Departmental Expectations

• Attend regular one-on-one supervision with their direct supervisor.
• Participate actively in team, department, and all-staff meetings as scheduled.
• Assist in training new team members on the expectations and best practices their daily work activities.
• Assist other teams and departments (Client Solutions, Kitchen, Security, Advancement, etc.) as appropriate by request.
• Participate in the operation of inclement weather shelter operations and activities as appropriate by request.
• Provide coverage as requested on at least one agency holiday per year to ensure consistent 24/7 operation of critical services.
• Operate with a trauma-informed, housing first, harm reduction mindset to assist people they serve through the stages of change and achieve recovery from homelessness.
• Operate with a motivational interviewing perspective toward the client, rather than a directive or demanding posture. Team Member Expectations Crisis Intervention
• Assist assigned clients to navigate critical incidents and crises to minimize harm to themselves and others.
• Assist team members to engage clients with a trauma-informed and solution-focused perspective to minimize harm to the client.
• Connect clients to life-saving care and services, when necessary and appropriate.
• Utilize training provided to deliver CPR or life-saving care when necessary and appropriate. Client & Shelter Support
• Serve as the first point of contact for client inquiries and incoming phone calls, directing inquiries as needed.
• Maintain service sign-up lists and track services provided.
• Respond to all phone messages received during the shift.
• Provide clear and helpful information to clients regarding shelter services and expectations. Shelter Operations
• Oversee daily chores, ensuring they are completed satisfactorily by clients.
• Ensure the cleanliness and organization of all common areas, sleeping quarters, restrooms, and showers.
• Oversee daily client chores to meet shelter standards, both indoors and outdoors.
• Maintain well-stocked supplies (office materials, hygiene items, OTC medications) and ensure the Guest Services area is orderly at the end of each shift.
• Accurately track and report client activity, including entry/exit logs and movement restrictions, in the Daily Exit Log.
• Document warnings, restrictions, and incidents in both written records and the HMIS system. Documentation of Services
• Document services provided in our electronic recordkeeping system within one business day.
• Complete documentation with rigorous and thorough attention to quality. Team Collaboration & Direct Client Support
• Foster a safe, healing, and respectful environment for all clients and staff.
• Promote smooth intake and orientation of new clients, helping them acclimate to shelter expectations.
• Deliver exceptional customer service, treating all clients with dignity and respect.
• Support Case Managers, Case Aides, and Kitchen staff as needed.
• Ensure smooth shift handoff by communicating with overnight staff. General Duties
• Perform regular bed checks to ensure compliance with shelter policies on personal property, cleanliness, and baggage restrictions.
• Ensure mop buckets, showers, and laundry operations run efficiently.
• Provide support to the clothing room as needed.
• Monitor shelter access points, including the gate pad, to ensure controlled entry.
• Answer phones and respond to voicemails promptly during each shift. Fundamental Skills, Knowledge, and Abilities Required
• Minimum High school diploma or GED, preferably some coursework completed in human services or a related field (social work, sociology, psychology, etc.)
• Previous experience in crisis intervention, case management, advocacy, and coordination of services in the area of homeless services highly desired
• Ability to communicate effectively, both orally and in written communication
• Demonstrates experience with and sensitivity to varying cultural, ethnic, and social backgrounds, values, and attitudes
• Intermediate to advanced familiarity with digital communication, including cloud-based software, e-mail, and Microsoft Office applications
• Must be able to lift 25 pounds on a regular basis
• Able to work outside in adverse weather conditions when needed
• Able to work in a noisy environment with a large group of people
• Bilingual in Spanish preferred
• Proven experience working with individuals from diverse cultural, ethnic, and social backgrounds.
• Strong multitasking abilities with a capacity to manage crises effectively.
• Experience in providing quality customer service in a fast-paced environment.
• Excellent communication and interpersonal skills to build relationships and resolve conflicts.
• High level of adaptability, resourcefulness, and poise under pressure.
• Ability to work independently and manage time efficiently with minimal supervision.
• Ability to remain positive, motivated, and kind toward a demanding clientele

Pay:

$18.50 - $19.50 per hour

Benefits:

403(b) 403(b) matching Dental insurance Employee assistance program Health insurance Life insurance Paid sick time Paid time off Vision insurance

Work Location:

In person