What are the responsibilities and job description for the Guest Service Coordinator position at Wheeler Mission?
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 the homeless and impoverished. 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: GSC I
Exempt/Non-Exempt: Non-Exempt
Reports to: Guest Service Manager
Full or Part-time: Full-time
Completion Date: February 2024
Team: Center for Men - Bloomington
Position Summary: The Guest Services Coordinator (GSC) provides services of care for shelter guests assigned to them during their residency at Wheeler Mission and general guest support. This includes assisting the GSC II and GSC Ill with evening/weekend activities as assigned.
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. Daily the GSC:
- Checks guests in and out using guest software, in accordance with Wheeler policies and procedures. Inform staff of any guests not returning through written form.
- Provides guests with guidance when needed and appropriate, using approved techniques and scripture.
- 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 Regular administrative duties include:
- 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, answers email, and keeps on top of required reporting.
REPORTING RELATIONSHIPS:
This position has no direct reports but may be asked to assist in the supervision of program guests and volunteers.
Competencies Required
Unique for this job
Unique for this job
Adaptability
Collaboration
Guest/Customer Focus
Listening
Emotional Intelligence
Patience
Compassion
Conflict Resolution
Timeliness
Communicates Effectively
MINIMUM QUALIFICATIONS:
Education/Experience:
- 1 years of successful, recent work experience, demonstrating dependability and a strong work ethic.
- 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.
- Verbal communication skills to communicate effectively with others, and written communication skills to read, write, and interpret written documents that are essential to the role.
- A high school diploma, GED or be willing to work toward HSE in the first year of employment.
- Demonstrated desire to learn, grow and develop in previous roles and situations.
- Demonstrated ability to learn software systems that support role and WM operations.
- 1 years general experience in a non-profit program department, preferred.
- 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
- Basic Proficiency in Mission Tracker Software and Pay Com
Mission Alignment:
- Belief in the inerrancy of the Holy Bible
- Alignment with WM values
- Adherence to WM Employee Policies
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.
Other Requirements for Employment
- Conflict of Interest Policy
- Confidentiality Policy
- 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. 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.
