Guest Services Team Member (CIS)

Title: Guest Services Team Member (Mental Health and Crisis Intervention Specialist Experience)
Department: Programs
The Guest Services Team Member serves as a front-line ambassador of KARM’s mission, providing overwhelming biblical hospitality while ensuring a safe, orderly, and welcoming environment for guests, volunteers, and staff. Applicants with mental health and crisis intervention experience are priority candidates. This role focuses primarily on Guest Services and Hospitality, including guest intake support, daily engagement, navigation of services, and maintaining a calm, respectful atmosphere for individuals experiencing homelessness. The position also supports facility safety and ensures policies, procedures, and standards are consistently followed.

Primary Responsibilities:
Greet all guests, visitors, and volunteers with warmth, dignity, and respect, modeling overwhelming biblical hospitality.

• Assist with guest intake and re-admission, including:

1. Orientation to campus and expectations
2. Bed and locker assignments
3. Explanation of daily routines, rules, and available programs
4. Help maintain a safe, calm, and welcoming environment in common areas, dorms, courtyards, and entrances.
5. Provide basic navigation support, connecting guests to internal programs, schedules, and appropriate staff resources.

Assist with:

• Daily bed management
• Class schedules and activity coordination
• Laundry assignments and oversight
• Clothing closet and temporary bag storage
• Maintain accurate documentation, logs, and basic case notes as required.
• Respond to guest needs with compassion, healthy boundaries, and mature judgment.
• De-escalate conflicts and respond to crisis using trauma-informed and safety-focused practices.
• Offer spiritual encouragement through listening, prayer, and biblical consolation as appropriate.
• Represent KARM with professionalism and integrity to guests, donors, volunteers, and partner agencies.

Safety, Security & Facility Support Responsibilities:

• Perform regular rounds to ensure guests, staff, and facilities remain safe and secure.
• Monitor assigned areas (dorms, courtyards, entrances, common spaces) for policy compliance and safety concerns.
• Maintain daily and periodic safety checklists.
• Identify facility issues and report concerns promptly to supervisors or Facilities staff.
• Complete incident reports accurately and in a timely manner.
• Respond appropriately to emergencies, including after-hours situations when scheduled.
• Assist in maintaining clean, orderly, and hazard-free environments in partnership with the Facilities team.
• Support enforcement of policies and procedures with consistency, fairness, and respect.

Administrative & Team Responsibilities

• Coordinate and communicate effectively with Guest Hospitality, Programs, Facilities, and Security-related staff.
• Participate in meetings, trainings, and special events as required.
• Maintain professionalism, flexibility, and teamwork in a dynamic ministry environment.
• Perform other duties as assigned to support the mission and daily operations of KARM.

Required Qualifications

• Commitment to the Christian faith and ability to affirm KARM’s Statement of Faith.
• Ability to demonstrate Christian values through actions, communication, and service.
• Ability to remain calm and provide leadership in high-stress or crises.
• Strong interpersonal, communication, and relational skills.
• Ability to show compassion while setting appropriate limits and boundaries.

Basic understanding of:

• Mental illness, addiction and substance use disorders, trauma, abuse, and poverty
• Ability to safely de-escalate tense or potentially harmful situations.
• Ability to work independently and as part of a team.
• Working knowledge of Microsoft Office and basic administrative systems.
• 2–3 years of relevant experience preferred; focused on mental health and crisis intervention
• CPR and Basic First Aid certification preferred (or willingness to obtain).

Working Conditions

• Ministry campus environment serving individuals experiencing homelessness
• Exposure to emotionally intense or crisis-oriented situations requiring compassion and discernment.
• Regular walking, standing, bending, stooping, and minimal lifting during a 12-Hour shift.
• Occasional travel between KARM facilities and attendance at special events.