Guest Services Coordinator

Job Type
Full-time
Description
Hope Starts Here! Your career as a Guest Services Coordinator with Denver Rescue Mission is your opportunity to make a difference. Are you looking to build community and meet new friends? Are you looking for meaningful work and career advancement? We are looking for customer service or anyone with a Community Life service background to join our team.
The Guest Services Coordinator reports to the Guest Services Manager and is responsible for shelter scanning, answering the phones, greeting visitors, and supervising community involvement/work readiness participants to accomplish a variety of administrative and communication duties associated with the Contact Office, Guest Services office, and Resource Room. The individual will bring all areas of concern to the attention of the GSM. Flexibility to work shifts throughout the week, including weekends and holidays, is required. The Guest Services Coordinator is a full-time, non-exempt position of Denver Rescue Mission (DRM).
Who are we?
Denver Rescue Mission serves people experiencing homelessness and poverty through emergency services, rehabilitation, transitional programs, permanent housing assistance and community outreach. Since 1892, we've been changing lives in the name of Christ by meeting people at their physical and spiritual points of need, with the goal of returning them to society as productive, self-sufficient citizens.
Posting Timeline: This position will be posted until filled
Hiring Range: $18.29 - $22.55 per hour based on qualifications and experience.
Benefits: Complete Benefits Guide
Highlights of our incredible benefits package:

• Comprehensive health, dental and vision benefits with HSA company contribution
• Generous vacation, sick time, holiday pay, and paid birthday off
• Employer paid term life Insurance and long-term disability
• Tuition reimbursement available
• Complimentary RTD EcoPass
• 401(k) with 5% company match

RESPONSIBILITIES
Unique Service Coordination 50%
Guest Services Office/Contact Office

• Work with Guest Services Lead to maintain accurate records in SCRIBE and Clarity.
• Ensure all incoming guests, visitors, etc. are checked in appropriately, and that all guests that have been Asked to Leave (ATL) are prevented from entering the facility and referred to the appeal process to address their issues.
• Direct new guests to the intake process, helping to facilitate a warm handoff for those that are new to the environment.
• Reprint cards for guests who have lost cards, following the process established by the Director of Intake and Diversion.
• Ensure all incoming calls and questions are responded to in a timely manner by ensuring that all personnel have a working knowledge of our available services as well as primary referral agencies, and incoming calls transferred to the appropriate employees.
• Develop and maintain a working mastery of the Next Step, LSCC and Shelter functions within SCRIBE
• Know and help enforce the rules and expectations of Shelter, LSCC and Next Step Community.
• Understand the goals for NS Community Involvement and NLP Work Therapy, and appropriately supervise the NS and NLP assigned to the Contact Office, Guest Services Office, and Resource Room.
• Greet donors and process donations properly, following established procedures, provide donors with a donation receipt and information on MOC drop off options
• Direct individuals to the proper place to sign up for Next Step Intake, assist in maintaining the interview list for Next Step and NLP
• Maintain check-in protocols for appeals
• Assist with Court set up and guests coming in for court services
• Complete appropriate Incident Reports (IR)
• Process paperwork and badges as required for Shelter Support individuals, scanning completed documents into SCRIBE.
• Process paperwork for service animals and scan completed paperwork into SCRIBE

Operations and Services Support 50%
Guest Support

• Help to create and maintain an environment where DRML guests feel safe and can be provided opportunities to pursue next steps.
• Ensure the security and safety of assigned facility and guests during shift.
• See to the welfare of guests by calling first responders as appropriate
• Ensure the cleanliness of Guest Services and contact, disposing of items not permitted in these areas, including guests' personal items
• Coordinate with Kitchen Team to alert them to receive and distribute purchased and GIK donated deliveries according to policy.
• Other tasks as assigned.

Requirements

• High school diploma or GED required. College education preferred.
• Proficient skills in MS Office software package and highly proficient in using an extensive database.
• Proven ability to courteously and respectfully maintain composure in stressful situations.
• Proven organizational skills with the ability to communicate clearly, both written and verbally.
• Proven ability to be prompt, dependable and work satisfactorily without close supervision.
• Proven capacity to interact cheerfully, respectfully, and professionally in all situations.
• Proven ability to perform duties proficiently in a high traffic area where interruptions are common.
• Ability to hold appropriate boundaries and maintain high level of confidentiality.
• English/Spanish bilingual preferred but not required.

Salary Description
$18.29 - $22.55 per hour