The Guest Services Coordinators (GSC) are responsible for ensuring that the day-to- day services and operations for women and families temporarily residing in either the Cathedral Center’s emergency shelter or our flexible housing program, Friendship House, are facilitated effectively, with consistency and compassion. These services include front desk operations, new admissions, facilitating new client orientations, coordinating onsite guest activities, complete daily shift documentation, data entry, and provide building oversight. The GSCs will ensure program procedures are carried out with respect to client needs and program capacities, adhering to the agency’s ethical principles and core values. This job is fast-paced, and no two days are alike.
All staff and volunteers at The Cathedral Center are expected to communicate professionally and respectfully with vendors, guests, partners, donors and co-workers. Both Guest Services Coordinator positions will primarily be first shift hours but may be required outside of first shift for staff meetings, trainings and assistance filling shifts during unexpected vacancies – with specific schedules determined by the program directors.
All Cathedral Center staff are expected to follow the COVID-19 policies put in place, such as temperature checks, socially distancing, regular testing and wearing a mask on shift.
The following are key responsibilities of the Guest Services Coordinators. Additional duties may be assigned to ensure effective teamwork within The Cathedral Center partnership:
Direct client services:
- Receive new referrals, complete intakes/interviews, and facilitate orientation for all new guests.
- Triage basic needs of guests.
- Ensure smooth daily service flow – filling in gaps when needed.
- Crisis intervention with women and families experiencing homelessness or housing crises.
- Collaborate with the team to organize and arrange for activities for guests.
- Maintain a monthly calendar of guest activities.
Data and Documentation:
- Complete accurate, timely documentation of guest interactions and observations.
- Emergency shelter GSC will support accurate, timely and complete Wisconsin’s HMIS data entry system. As well, the shelter GSC will assist with HMIS data cleanup efforts as needed.
- Friendship House GSC will complete accurate, timely occupancy data and document guest progress as discussed in team meetings.
- Audit client files
- Welcome new guests, volunteers, and donors who visit the building.
- Effectively and compassionately enforce rules and expectations of the program.
- Maintain appropriate inventory – purchasing supplies and/or notifying the person who is responsible for purchasing supplies for that program.
- Provide front desk coverage. Shelter GSC will also train front desk volunteers for check in.
- Complete shift summaries for each shift worked.
- Manage check-in/out procedures for all existing and new guests.
- Actively participate in weekly and monthly meetings as necessary.
- Maintain a clean, uncluttered, safe physical environment for guests, volunteers and staff.
- Serve as essential staff – staffing program activities during meetings or other immediate needs as appropriate.
- Assist with program evaluation and planning.
- Collaborate with Cathedral Center’s internal programs as well as partner agencies.
- Supervise volunteers as appropriate.
- Sort donations earmarked for the program and monitor tidiness of storage spaces for donation and guest belongings.
- Manage procedures for daily mail.
Other duties as may be assigned by the Program Director and/or Executive Director.
Skills and Qualifications:
The ideal candidate for the Guest Services Coordinator position must be able to prioritize while remaining true to Cathedral Center’s mission to provide a safe environment for women and families, while working to end homelessness one life at a time. Candidates must have 2 years of post-secondary education in a social service field, and they must be able to communicate professionally and pleasantly via written word, phone and in person. The ideal candidate will have earned a bachelor’s degree in social work or related field and have basic skills in EXCEL, Word and other Microsoft office software.
Attention to detail and ability to work effectively with the public and diverse, vulnerable populations in a respectful and dignified manner are critical qualities. This position demands a lot of flexibility on a day-to-day basis. It is built upon response to immediate and ongoing needs, whether that be from the agency or from the guests being served in these 2 programs. Aiding in a smooth service flow, identifying areas of need, and taking initiative are critical.
This position is open to all qualified internal and external candidates. Internal candidates must have reached six months of continuous employment at the time of application. Bilingual skills (English/Spanish) a plus. Candidates must be able to sit, stand, stoop and walk for extended periods of time, and be able to lift 15 pounds. All staff at The Cathedral Center are expected to work effectively both independently and in a team environment, and to become familiar with and utilize a trauma-informed approach.
Candidates for all paid and volunteer positions at The Cathedral Center must have been separated from services here for at least one year. All candidates for paid and volunteer positions at The Cathedral Center must be willing to have a background check conducted.
Interested candidates should send cover letter, resume, and 3 references to the following person:
Kristen Halula at Khalula@cathedral-center.org
No phone inquiries, please.