Guest Service Coordinator II - Second Shift

Description

Position Description

Wheeler Mission Ministries is a privately funded 501(c)3 non-profit, evangelical Christian ministry whose designated purpose is religious. We are a Christ-centered ministry which is dedicated to sharing the Gospel and helping those experiencing homelessness and those in need. Wheeler Mission Ministries considers every position one of ministry and a vital and valued part of our team. Therefore, it is essential that all employees of Wheeler Mission Ministries have a personal relationship with Jesus Christ and subscribe to our Mission, Vision, Statement of Faith, Core Values, and Qualifications for Employment upon hire and continuously while employed. Employees are encouraged and expected to share the Gospel as opportunities arise.

Job Title: Guest Service Coordinator II (GSC)

Exempt/Non-Exempt: Non-Exempt

Reports to: Guest Services Manager

Full or Part-time: Full-time

Team: Shelter for Men

Position Summary: The Guest Services Coordinator (GSC) II Is the primary point of contact for visitors, volunteers and donors and provides services of care for shelter guests assigned to them during their residency at Wheeler Mission and general guest support. This includes assisting with evening/weekend activities as assigned.

Qualifications

Expected Hours of Work:

Second shift 3:00pm-11:00pm

Key Duties And Responsibilities

Brief description of duties in order of priority

Resident Support: Assists with the daily operation of programs and creates a welcoming environment, including:

• Primary point of contact for visitors, volunteers and donors directing them to the correct WM (Wheeler Mission) staff person.
• Checks guests in and out using guest software, in accordance with Wheeler policies and procedures. Informs staff of any guests not returning through written form.
• Provides guests with counsel and guidance when needed and appropriate, using approved techniques and scripture. Primary point of contact for conflict resolution among guests during the assigned shift.
• 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.
  
  

Administrative Responsibilities: Performs a variety of administrative tasks to support the program operations:

• Meets 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, and completes required reporting.
  
  

Leadership Responsibilities: In addition to the primary duties, the GSC II:

• Provides task/shift supervision under the direction of the Guest Services Manager
• Mentors 2-4 assigned GSC I team members.
  
  

Reporting Relationships

This position has no direct reports but assists with the supervision of GSC I’s and volunteers. Serves as the main point of contact for conflict resolution.

Competencies Required

Unique for this job

Unique for this job

Unique for this job

Adaptability

Collaboration

Compassion

Guest/Customer Focus

Listening

Timeliness

Emotional Intelligence

Patience

Conflict Resolution

Communicates Effectively

Education/Experience

MINIMUM QUALIFICATIONS:

• 1 years of Social Service Experience
• High School Diploma or HSE
• Ability to be flexible for different shifts, work hours, or occasional weekends as needed. The GSC position is staffed 24 hours a day and shifts may change at the discretion of the Director. On occasion, the role may have extended hours or overtime as the guest census requires.
• Familiarity with the Wheeler Mission program focus and our residents’ experience, including addiction support, mental health issues, and trauma support, strongly preferred.
  
  

Required Knowledge Areas for Success (may be developed on the job):

• Guest Relations
• De-escalation, Trauma Informed Care, Mental Health Support
  
  

Technical/Software Knowledge

• Basic Proficiency in Microsoft Office Suite, including email and Word. Must be able to use independently.
• Basic Proficiency in Mission Tracker Software and Pay Com. Must be able to use independently.
  
  

Mission Alignment

• Belief in the inerrancy of the Holy Bible
• Adherence to WM Employee Policies
• Alignment with WM Core Values:
• Christ-Centered Purpose
• Faithful Stewardship
• Excellence
• Grace and Truth
  
  

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
  
  

Other Requirements For Employment

• Conflict of Interest Policy, Confidentiality Policy, and Statement of Faith
• Post-offer acceptable background check required for all positions
• All employees must sign and adhere to WM Drugs and Alcohol policy and remain free from addiction to drugs or alcohol and illegal drug use. Candidates must submit to and pass a drug and/or alcohol test. This drug and/or alcohol testing may occur any time after the applicant receives a conditional offer of employment.
  
  

Disclaimer: Although WMM has attempted to accurately and thoroughly describe this position, WMM reserves the right to change the same, including to change, add to or subtract from the duties outlined, within the sole discretion of WMM, at any time, with or without advance notice. This position description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This position description is not an employment contract, implied or otherwise. The employment relationship remains “at-will.” The aforementioned job requirements are subject to change to reasonably accommodate qualified individuals with disabilities.