Guest Services Coordinator

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Guest Services Coordinator

Market Range:

MR15

Approved Date:

3/24/2021 3:28:50 PM

FLSA:

Non-Exempt

EEO Code:

PROFESSIONALS

Career Level:

C2

Career Level Description:

Core Services Level 2

Job Code:

100403

Job Family:

Social Services

Sub Family:

Housing Services

Primary Purpose

The Guest Services Coordinator provides Intensive Case Management Services and group leadership to the guests at the Incentive Housing Dormitory (IHD) at South Wilmington Street Center for men experiencing homelessness.  This position also provides supervision for the two full–time IHD Advisers that work at IHD. The focus of this position is to assist individuals needing services to transition into permanent housing in a timely manner. 

•

Provides direct care to clients in residential programs; Assists with activities of daily living; Monitors and documents behavior; Ensures all guest chores are assigned and completed satisfactorily; Resolves conflict by using least intrusive methods for the situation, be it verbal techniques, calling for staff assistance, involving security, or calling 911; Processes and files mail; delivers mail and messages to guests; Monitors/provides cleaning supplies / hygiene items; Ensures linen and towels are rolled and available; Reports maintenance needs; preparing facility for White Flag events; Completes overnight bed checks.

2

10%

•

Gives an overview of community resources that may be of benefit to guests based on initial intake information and presenting issues to include, but not limited to educational services, medical, dental, and nutritional information, youth and volunteer activities, job placement, housing assistance, food stamps and Medicaid. Provides access to transportation to and from services as warranted.

2

10%

•

Assists guests with options to affordable housing in the community to ensure timely movement back into the community; Provides aftercare services to guests that have moved into permanent housing to assist them with any needs and address any problems that may arise to help them maintain that housing; Seeks relationships with community resources and landlords to develop a solid resource that the guests at the IHD program as well as the SWSC may access.

1

20%

•

Provides housing search and placement services or activities necessary to assist program participants in locating, obtaining and retaining suitable permanent housing; Provides housing stability case management; assessing, arranging, coordinating, and monitoring the delivery of individualized services to facilitate housing stability for the program participants in permanent housing or to assist the program participants in overcoming immediate barriers to obtaining housing by:  conducting the initial evaluation including verifying and documenting eligibility for individuals and families who are experiencing a housing crisis, assessing and verifying tenancy problems, income, and financial assistance needs.

1

20%

•

Provides rehousing services and/or mediation between the program participant and the owner or person(s) where the program participant is living, provided that the mediation is necessary to prevent the program participant from losing the permanent housing in which the program participant currently resides;  Negotiates with landlords regarding late payments, damage or lease violations, consulting with legal services staff regarding actions to prevent evictions, negotiating with host-guest households and families/partners experiencing conflict to find compromise solutions to domestic problems, requesting mediation services for more serious conflict with client permission.

2

10%

•

Supervises, manages, and oversees team of intake staff (IHD Advisers) by conducting performance reviews, monitoring Staff Development Plans, individual supervision, coaching, and corrective action with assigned intake staff.

2

10%

•

Writes accurate and complete incident reports, interactions notes, shift synopsis entries, shift narratives, other required paperwork and enters accurate information into the HMIS within timeliness standards; Develops and reviews service plans in consultation with clients and perform follow-ups assessing the quantity and quality of services provided.

3

5%

•

Refers clients to community resources for services, such as job placement, debt counseling, legal aid, housing, medical treatment, or financial assistance, and provide concrete information, such as where to go and how to apply; provides counseling and information to individuals regarding additional community resources they may need and want; maintains required data and HMIS documentation on all cases, monitoring and evaluation of client progress.

2

10%

•

Engages effectively and constructively with Supervisor to handle client concerns/issues as needed. Provides recommendations for policy/procedural changes for case management.

3

5%

Position(s) may perform other duties in addition to the above as assigned by management.

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

C2

Career Level Description:

Core Services Level 2

•

Works to deliver day-to-day objectives that moderately impact the achievement of the Work Group results.

•

Work typically involves regular review by senior employees and/or supervisors.

•

Responsible for making minor adjustments to work methods to solve problems that are routine and typically exist in current work processes and systems. May be required to highlight areas of concerns/problems and submit or recommend solutions to supervisor in own Work Group.

•

Communicates within and outside the Work Group to obtain or explain information.

•

May provide guidance and assistance to new or entry-level employees.

•

Requires basic job knowledge of systems and procedures obtained through prior work experience or education.

Qualifications

•

Bachelor's degree

•

Three years of job-related experience

•

Equivalent education and experience are accepted

•

Master's Degree

Psychology, Social Work, Counseling, or related discipline.

•

4 Years

Work experience with case management services, housing, and homeless populations.

•

Health Services\First Aid Certification

First Aid

Within 60 Days

•

Health Services\Cardiopulmonary Resuscitation (CPR)

CPR

Within 60 Days

•

Excellent interpersonal and emotional intelligence skills required. Positive attitude and resiliency. Must be able to regularly interact effectively and empathically with all constituents of diverse backgrounds and in various states of tension. 

•

Excellent Initiative and ability to proactively identify challenges. Must have a solutions based approach to challenges. Must be able to manage and de-escalate problem situations successfully. 

•

Strong and timely data entry, management, and reporting skills. Excellent mathematical skills for data management and reporting. 

•

Strong administrative, adaptive and organizational skills. Strong attention to detail and ability to produce excellent and timely quality work is required. Ability to successfully multi-task, prioritize, or alter methodology in a fast paced and ever changing work environment. 

•

Excellent written and verbal Communication Skills required. Candidate must be able to consistently, regularly, effectively and clearly communicate with Samaritan House constituents of diverse backgrounds and in various arenas of business. The ability to present information in small or large group settings. 

•

Excellent initiative and ability to work independently and to successfully collaborate with teams. Resourceful and solutions-based approach to challenges ability to identify and resolve issues without direction when needed. Solutions based approach to all business.

•

Familiarity with the resources available in the community and surrounding neighborhood of permanent housing placement.

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Adaptability & Flexibility

Changes behavioral style or method of approach when necessary to achieve a goal; adjusts style as appropriate to the needs of the situation. Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.

Customer Service

Balances interests of a variety of clients, and readily readjusts priorities to respond effectively to pressing and changing demands for information, advice and assistance.  Anticipates and meets the needs of clients; achieves quality end products; and commits to continuous improvement of services.

Problem Solving

Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on one's knowledge and experience base, and calling on other references and resources as necessary.

Initiative

Does more than is required or expected in the job; does things that no one has requested that will improve or enhance products and services, avoid problems, or develop entrepreneurial opportunities. Plans ahead for upcoming problems or opportunities and takes appropriate action.

Professionalism

Thinks carefully about the likely effects on others of one's words, actions, appearance, and mode of behavior. Selects the words or actions most likely to have the desired effect on the individual or group in question. Maintains calmness in stressful or adverse situations. Diplomatically handles challenging or tense interpersonal situations.

Team Leadership

Willingly cooperates and works collaboratively toward solutions that generally benefit all involved parties; works cooperatively with others to accomplish organizational objectives. Manages staff in ways that improve their ability to succeed on the job.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand complex problems and collaborate to explore alternative solutions

Organization

Organize and prioritize individual work schedule to manage multiple tasks and/or projects

Decision Making

Make decisions that have an impact on the immediate work unit's operations and/or services

Communication

Communicate and explain a variety of information

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X