Operations and Support Specialist

About Windwalker Group:

Working at Windwalker means more than “working.” It means building. It means solving. It means understanding. It’s how we get our customers ready to confront the challenges, and the opportunities, in front of them.

Clients trust us with their most critical business challenges. So, we trust each other, our experience, and our ability to get things done. We build relationships with our clients and among ourselves. We care about our clients and about the communities they serve. We volunteer, we create, we give back.

About the Project/Clinic

Windwalker Group will be facilitating Temporary Emergency Shelters (TES) to house families and pregnant individuals in need of emergency sheltering (known as Family Guests) by providing staffing, supportive services, and wrap around services.

Job Summary:

The Operations Specialist will play a crucial role in supporting the overall operational functioning of the shelter. They will assist with visitor management and provide support in areas such as lodging, food service, supply management, and other shelter responsibilities. The Operations Specialist attention to detail and ability to multitask will contribute to creating a safe, organized, and welcoming environment for both residents and staff.

Working hours and schedule:

• Saturday:  7:00 AM to 5:30 PM
• Sunday:    7:00  AM to 5:30 PM
• Monday:   8:30 AM to 7:00 PM
• Tuesday:  8:30 AM to 7:00 PM
• Wednesday, Thursday, and Friday: Off

*Please be aware; this schedule is subject to change month-to-month with 30 days notice. Should a schedule change occur, it will be limited to the days worked within the same shift. The start and end times will remain consistent.*

Duties/Responsibilities

1)    Visitor Management

•    Greet and assist visitors, ensuring they adhere to shelter policies and procedures.

•    Assist visitors with job/role orientation and explain job duties.

•    Register visitors, maintain accurate records, and issue visitor badges or passes as required.

•    Monitor visitor activities to promote safety, security, and compliance with shelter guidelines.

•    Provide information and assistance to visitors, addressing inquiries or concerns promptly and courteously.

•    Support visitors with basic lodging needs, such as bedding, personal hygiene items and supplies.

•    Perform room turnover, ensuring the next guest family has a clean space with adequate supplies.

•    Provide meal distribution ensuring visitors receive appropriate meals and dietary accommodations.

•    Assist with inventory management of food supplies and general shelter supplies monitoring expiration dates and coordinating restocking as needed.

•    Ensure proper storage and organization of supplies, maximizing efficiency and minimizing waste.

•    Collaborate with shelter staff to ensure a safe, clean, and organized environment for residents and staff.

•    Support emergency response and evacuation procedure following established protocols and guidelines.

•    Assist in implementing and enforcing shelter policies, rules and regulations which may include de-escalating situations.

•    Safely engage with isolated families (PPE is required and is provided).

•    Cleaning after family guest including rooms and bathrooms.

2)    Check-in/Check out and Registration Process

•        Greet and welcome individuals arriving at the shelter, providing them with necessary information and guidance.

•        Collect required identification documents and personal information from new residents, ensuring accuracy and confidentiality.

•        Complete registration forms, update databases, and maintain accurate records of residents and their personal information.

•        Coordinate with other shelter staff to allocate appropriate accommodations based on family size, special needs, or preferences.

•    Check non-residents and staff in following appropriate protocols

•        Facilitate the check-out process for residents leaving the shelter, ensuring proper documentation and a smooth transition.

•    Collect any issued materials or equipment and update records accordingly.

•        Conduct exit interviews or surveys to gather feedback and identify any areas for improvement in shelter services.

•        Provide necessary support and resources to departing residents, including information about local services and referrals.

The job duties are flexible and subject to change depending upon operational needs

Skills/Abilities:

•    Must be able to multi-task, be detail-oriented, be organized and have excellent verbal and communication skills.

•    Strong interpersonal skills and ability to work on a team.

•    Excellent communication and time management skills.

•    Must be able to successfully complete the Windwalker Group Credentialing Process, including a motor vehicle check.

•    Proficiency in technology including Microsoft Office Suite including Word, Excel, and Office.

•    Strong attention to detail and accuracy in record-keeping and documentation

•    Effective communication skills, with the ability to interact professionally with residents, visitors, and staff from diverse backgrounds.

•    Flexibility and adaptability to work in a dynamic and fast-paced environment.

•    Strong cultural awareness and track record working with diverse populations and needs.

Education & Experience:

•    High school diploma or equivalent; additional education or training in hospitality, operations management, or a related field is advantageous.

•    Proven experience in a similar operational or support role, preferably in a shelter or hospitality setting.

Additional Requirements:

•    Must be able to work in a safe manner following all safety rules and regulations. Must work as a team member to improve safety culture and quality.

•    Read and follow instructions. Demonstrate safe work behavior.

•    Must be able to lift 50 pounds.

•    Must be able to stand or sit for long periods of time.

•    Must be able to push, pull, reach, and bend frequently.

•    Written and spoken fluency in English

•    Language proficiency in Haitian Creole, Spanish, or French is preferred.

•    Multilingual skills preferred.

•    Vaccinations as required.

Inclusion & Cultural Competency

•    Utilize appropriate methods for interacting effectively and professionally with persons of all ages and from diverse cultural socioeconomic, educational, racial, and ethnic, sexual orientations, lifestyles, and physical abilities.

•    Deliver targeted, culturally appropriate information to help individuals and groups understand health promotion and disease prevention information, policies, regulations, and local code.