Lead Front Desk Coordinator

Front Desk Coordinator
Help Address Vermont’s Housing Crisis!

Downstreet Housing & Community Development is a private, mission-driven nonprofit organization dedicated to advancing social justice through the power of housing. We connect people with the resources they need to thrive and work to ensure everyone in Central Vermont has access to safe, healthy, and affordable housing. Through our work, we strengthen individuals, families, and communities.

We are looking for a Lead Front Desk Coordinator to join our team!
The Lead Front Desk Coordinator balances direct guest support with operational leadership. Working closely with the Director of Homeless Services, this position helps coordinate daily operations, staffing, scheduling, training, and consistent implementation of facility policies and procedures. Using a trauma-informed, strengths-based approach, the Lead Front Desk Coordinator helps create a welcoming, safe, and supportive environment where guests can focus on housing stability and personal goals.

Key Responsibilities

• · Assist the Director of Homeless Services with daily operations and serve as a resource and point of contact for staff during assigned shifts and in the Director’s absence.
• · Coordinate front desk schedules, coverage, shift assignments, and staff responsibilities to support consistent operations.
• · Support recruitment, interviewing, onboarding, training, coaching, and ongoing guidance for Front Desk staff; communicate performance or staffing concerns to the Director.
• · Help implement policies, procedures, operational improvements, and quality-improvement efforts; participate in supervision discussions and team meetings.
• · Coordinate with state and local agencies regarding referrals, room availability, admissions, and discharges.
• · Greet and check in guests respectfully; explain facility policies, available services, and community resources; and assist with intake documentation.
• · Respond to guest concerns and challenging situations calmly and professionally, using trauma-informed and de-escalation practices while maintaining dignity, confidentiality, and privacy.
• · Encourage guests in identifying and working toward personal goals and connect them with the onsite Homeless Services Case Manager, community partners, and other appropriate resources.
• · Support staff in addressing guest requests, conflicts, and complex situations and help maintain a welcoming and respectful environment for guests, visitors, and staff.
• · Monitor facility safety and security, respond to operational concerns, and promptly report incidents or safety issues to appropriate staff.
• · Help ensure the front desk, kitchen, laundry area, and common spaces remain clean, organized, and adequately stocked.
• · Maintain accurate guest, referral, incident, check-in/check-out, training, staffing, and operational records using appropriate computer systems.
• · Collaborate with case managers, maintenance staff, security personnel, housing support staff, and community partners to provide coordinated services.

Experience and Education

• High school diploma or equivalent required; coursework in social work, psychology, human services, hospitality management, or a related field is preferred.
• Experience in homelessness services, shelter operations, supportive housing, hospitality, customer service, or human services preferred.
• Strong communication, organizational, interpersonal, and problem-solving skills.
• Ability to maintain professionalism, sound judgment, confidentiality, and a calm, respectful demeanor in a fast-paced environment.
• Basic computer proficiency, including Microsoft Office applications, and ability to maintain accurate documentation.
• Ability to work independently and collaboratively as part of a team.
• Experience with staff training, mentoring, shift leadership, scheduling, or operational coordination preferred.
• Knowledge of or willingness to learn trauma-informed and strengths-based practices, including de-escalation, and ability to work respectfully with people from diverse backgrounds.

Physical Requirements

• Ability to remain standing for extended periods, ability to climb stairs, and lift up to 25 lbs.

Downstreet is strongest when we have a team that represents a variety of backgrounds, perspectives, and skills. We know that the more inclusive we are, the better our work will be. We are an equal employment opportunity employer, and all qualified applicants, regardless of race, color, ancestry, religion, gender, gender identity or expression, sexual orientation, age, national origin, marital status, disability, or Veteran status are encouraged to apply.

Job Type: Full-time
Salary: $25.00 per hour
Benefits: Competitive benefits package including health and dental insurance, paid holidays, paid time off

To apply, please submit a Cover Letter (required) and Resume at https://downstreet.org/front-desk-coordinator

Pay: From $25.00 per hour

People with a criminal record are encouraged to apply

Work Location: In person

Salary : $25