POSITION SUMMARY

Reports To:

Loaves and Fishes Executive Director ("ED")

Job Title:

Guest Services Coordinator Fair Labor Standards Act Status:

Non-Exempt Wage Basis:

Hourly Base Wage Work Schedule:

35-40 hours/week or as needed

Position Location:

Loaves and Fishes Travel:

Infrequent

POSITION OVERVIEW

The Loaves and Fishes ("L&F") Guest Services Coordinator ("GSC") serves as the primary liaison between L&F and its guests. This position is designed for an individual committed to assisting people in crisis with compassion, professionalism, and respect. The GSC screens, assesses, advocates for, and provides ongoing case management to guests in the overnight shelter and transitional houses, assisting them in their transitions to safe, stable, permanent housing. The GSC maintains regular communication with community partners, service providers, and state and local agencies to connect guests with housing and community resources. The GSC also coordinates L&F volunteers who provide guest meals and other shelter support. Additionally, the GSC is responsible for accurately maintaining guest records and database software, performing routine inspections and searches of guest areas, as well as assisting with other general tasks assigned by the Executive Director.

ESSENTIAL DUTIES AND RESPONSIBILITIES

General:

Achieve and maintain a full understanding of L&F, including its vision, purpose, and core values. Participate and contribute to L&F's team, community, and philanthropic activities. Follow all L&F processes and procedures. Ensure guest confidentiality and a safe, welcoming, and respectful environment within the shelter. Complete all tasks in a timely manner as required by L&F and each specific situation. Attend and participate in regular meetings with the ED, staff meetings, and activities. Attend special events, meetings, workshops, conferences, and training opportunities as required. Work in a professional manner with the E.D., guests, volunteers, and other staff. Perform general administrative tasks and other duties as assigned by the E.D.

Guest Services & Case Management:

Establish timelines to meet organizational deadlines and maintain an accurate, up-to-date calendar and schedule. Maintain up-to-date expertise on the systemic challenges and needs of individuals experiencing homelessness. Provide emotional support, active listening, and crisis intervention using a trauma-informed approach. Select overnight shelter and transitional house guests in coordination with the E.D. Conduct standardized initial guest intakes and maintain accurate progress notes for each guest to ensure grant and regulatory agency compliance. Input and oversee case data for L&F guests into the Homeless Management Information Systems ("HMIS") database software in a timely manner and general reporting and summary information from HMIS as requested. Review and uphold all L&F shelter, transitional house, and guest policies and procedures. Coordinate case management of shelter and transitional house guests, including consistent guest follow-up. Schedule and meet with guests, in coordination with the ED, regularly (every 7-10 days), to provide guidance, supportive listening, and comprehensive assistance, including but not limited to accessing services, obtaining critical documentation, developing individualized action plans to secure permanent housing, and connecting guests to community partners. Work in conjunction with community partners and social service agencies. Actively seek and maintain consistent communication with housing resources, agencies, and landlords in the communities. Approve extension of guest stays when appropriate in coordination with the E.D. Perform inspections and searches of guest spaces, including initial and exit inspections, in coordination with other staff and utilize checklists to report findings. Resolve any issues or conflicts between guests. Submit written summaries of work activities and results as needed or requested by the E.D.

Volunteer Coordination:

Coordinate and maintain L&F's volunteer schedule. Coordinate the recruitment, interviewing, and onboarding of new volunteers in alignment with shelter protocols. Train and instruct all new volunteers on shelter policies and procedures. Communicate with volunteers regarding guest issues, special accommodations, and critical updates on a daily basis, which may affect volunteers during their shift. Review the volunteer log daily and act on items requiring staff attention.

MINIMUM JOB KNOWLEDGE, SKILLS, ABILITIES AND/OR CERTIFICATIONS REQUIRED

Associate degree in social work, human services, or a related field; bachelor's degree preferred. Excellent verbal and written communication, presentation, and interpersonal skills. Ability to balance multiple priorities with proven efficiency, including prioritizing daily operational duties and using time-allocation skills to handle competing shelter demands. Ability to work independently and/or with limited supervision or as part of a team. Previous case management and/or direct client services experience with vulnerable populations, specifically people experiencing homelessness. Knowledge of housing assistance programs and experience navigating housing searches preferred. Experience and/or working knowledge of trauma-informed approaches, de-escalation techniques, and client-centered advocacy preferred.

Basic technology and computer literacy:

• Proficient with Microsoft Office Suite.
• Ability to type efficiently and accurately.
• Experience with HMIS or related database software preferred.

OTHER REQUIREMENTS

Must pass a criminal background check and drug screening. Ability to work flexible hours, including evenings or weekends, as needed. Ability to lift up to 50 pounds with or without assistance.

WORKING CONDITIONS

Environment The Guest Services Coordinator position requires the GSC to report and work in person. This position will generally work indoors. A substantial portion of the GSC's work is conducted at a computer or telephone, with extended periods of sitting or standing. The nature of this work is that it has frequent interruptions, contact with the guests and public, performance of repetitive tasks and requires strong and effective communication abilities. On occasion, this position may be required to report to a different location, such as for training or meetings; reporting to these locations, as well as some other light travel, is required of this position. Work Schedule This position generally works 40 hours per week. A regular schedule will be set by the ED, with most hours to be worked Monday through Friday between 8:00 a.m. and 6:00 p.m. EST. Work hours and schedules may shift or be adjusted as needed to accommodate operational, staffing, program, or other organizational needs. This position may also require occasional evening, weekend, or other work outside normal business hours. Physical Demands This position requires the ability to sit or stand up to 7.5 hours or more at a time and sufficient auditory and visual acuity such as needed to interact with others in person, via telephone, or via web meeting. In addition, this position will travel on occasion and the person in this position may be asked to assist in general tasks requiring the ability to lift up to 50 pounds, with or without assistance.

Pay:

$18.50 per hour Expected hours: 35.0

• 40.

0 per week

Benefits:

Paid time off

Work Location:

In person