Service Coodinator

You are the first person guests, clients, and tenants see when they enter one of Shelter House's buildings. Coordinators maintain a safe and trauma-informed environment, and they connect people to the help they need, troubleshooting when folks need assistance with appointments, donation requests, and anything else that might come up.

Key Qualities:

• Commitment. You believe in Shelter House's mission to prevent and end homelessness in our community and are drawn not just to the work described in this posting, but to the fact that it is here.
• Curiosity. You have a habit of asking "why" or "how," which leads you to have excellent analytical skills and problem-solving ability.
• Organization. You know what needs to be done when, and you have methods in place to ensure you make that happen.
• Communication. When you write or speak, folks know exactly what you are saying, and the tone is appropriate to the audience.
• Detailed. You read the assignment before beginning the work, and you dot and cross every single proverbial i and t.
• Consensus-building. You have excellent interpersonal skills and can both mediate misunderstanding and negotiate to resolve conflict.
• Flexibility. You can adapt to the needs of the organization and its employees.
• Patience. You can work with brand new hires and seasoned professionals, with complicated insurance documents and our fleet of vehicles, never breaking (much of) a sweat.
• Awareness. You are alert, focused, and tuned into the work environment.
• Judgement. An excellent supervisor, you model sound decision-making and leadership by undergoing careful analysis prior to making recommendations and involving any additional departments or individuals necessary.
• Humility. You understand that no necessary task is beneath any of us when it will advance the mission.
• Cooperation. You work well with members of your team and with folks in other departments.
• Growth-minded. You know and embrace that there is always more do learn and do.

Essential Duties and Responsibilities:

• Always maintain a safe and sanitary environment.
• Tolerate any unruly client behavior while continuing to provide essential services to those in need.
• Ensure a trauma-informed environment is achieved and maintained by demonstrating a balance of kindness, competence, and care towards self, others with whom we work, and those for whom we provide care.
• Responsible for enforcing building schedules to include the safety and supervision of individuals, property, meals, and volunteers.
• Staff the front desk, answer phone calls, and monitor security cameras and doors.
• Ability to supervise clients and guests with dignity and mutual respect at all times.
• Provide resource information or triage questions, for individuals and families we serve and to those who call to apply or ask for information.
• Provide crisis intervention and de-escalation for conflict that may arise until resolved or a supervisor or Behavioral Health Coordinator can respond.
• Respond to emergencies, follow building/staff safety and emergency procedures, and call 911 when appropriate.
• Monitor visitors to the property and check-in/out visitors. Ensure visitors follow building rules and policies and remove unauthorized persons.
• Support and assist individuals with their needs as they arise (questions, concerns, hygiene, supplies, mail, cleaning supplies, bedding, food and more).
• Ability to handle communications with the public, donors, and volunteers via phone or in-person.
• Provide clear and accurate information to clients, guests, and the public.
• Walk the exterior grounds and interior property regularly during shifts.
• Complete all client intakes including relevant background checks (sex offender registry), and exit process.
• Maintain confidentiality.
• Record client interactions and building activities at least once per shift and complete proper documentation.
• Maintain sanitary conditions in all dormitory areas, common areas, and exterior.
• Perform laundry duties for the facility.
• Perform basic maintenance/custodial duties (plunging toilets, turning off water, etc.) as needed and report any major maintenance issues to your supervisor.
• Maintain order in the lobby/dining area during food services by coordinating logistics with the Kitchen Manager.
• Provide shadowing opportunities for new team members when assigned.
• Manage your time to focus on the most urgent and most important tasks.
• Answer emails before leaving each day.
• Confirm your time sheets each pay period.
• Attend meetings and training opportunities when requested, or providing notice in advance of inability to attend meetings.
• Assist your coworkers across departments.
• All other duties as assigned.

This position description is not intended to be a complete list of responsibilities, duties, or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

Reports to: Emergency Services Program Manager

Required Skills:

• Ability to regulate emotions when responding to individuals in crisis.
• Empathetic, trustworthy, honest, and a team player.
• Proficient with Microsoft Office Suite or related software.
• Ability to enter and interpret information from various databases used by Shelter House.
• Strong organizational and communication skills.
• Ability to establish and maintain professional boundaries while working with clients, both at and outside of work.
• Ability to thrive in a flexible, fast-paced, and growth-oriented environment while maintaining a positive, solution-oriented and client-centered approach.
• Experience in crisis intervention and problem-solving with the ability to diffuse situations without heightening conflict.
• Understanding of or willingness to train in areas such as: Housing First, Trauma-Informed Care, Harm Reduction, Diversity, Equity, and Inclusion.
• Strong interpersonal skills, ability to be compassionate and firm towards those using Shelter House services.
• Reliable transportation to get to your designated work site.

Education and Experience:

• High school diploma or GED.
• At least one (1) year of experience in a Human Service field.

Hours and Schedule:

• This a full-time, benefit-eligible role
• 40 hours per week, 8 hours per day
• Monday - Friday
• 1st Shift, (7:00 AM - 3:00 PM)

Physical Requirements:

• Must be able to walk up and down stairs.
• Prolonged periods of sitting, standing, walking around, working at a desk, and using a computer and phones.
• Must be able to lift up to 30 pounds at times.

The physical demands and work environment are representative of those that must be met or encountered to successfully perform the essential functions of the job. In compliance with the Americans with Disabilities Act (ADA), Shelter House will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. 

Interviews with qualified candidates will be conducted on a rolling-basis until the position is filled. 

Candidates selected for an interview will be contacted by phone and/or email. Please monitor your inbox and check your junk/spam folders regularly to ensure you don't miss a communication from us.

Shelter House is an Equal Opportunity Employer and a United Way Agency.