Guest Services Lead

Job Type

Full-time

Description

Hope Starts Here! Your career as a Guest Services Lead 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? Then look no further, Denver Rescue Mission is hiring rockstars to join our team. We are looking for anyone with a customer service or a Community Life background to join our team. The Denver Rescue Mission Emergency Services Guest Services Lead (GSL) is a full-time, nonexempt position of Denver Rescue Mission (DRM). The GSL reports directly to the Guest Services Manager and is responsible for scanning, shelter reservations and enrollments, answering the phones, greeting visitors, and working the Emergency Services team 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 Guest Services Manager. Emergency Services operates 24 hours/day, 365 days a year. Flexibility to work shifts throughout the week, including weekends and holidays, is required. This position will provide oversight to the Guest Services team, working with the Guest Services Manager to establish and implement policies and procedures as they relate to Guest Services and Contact.

Hiring Range

: $21.88 - $27.21 per hour, based on qualifications and experience.

Benefits : Complete Benefits Guide Highlights of our incredible benefits package :
Comprehensive health, dental and vision benefits
Generous vacation, sick time, and holiday pay, plus paid birthday off and refreshment day
Tuition reimbursement and child adoption benefits
Employer paid term life insurance, long-term disability, AD&D
Health savings account with generous employer contribution
Flexible spending account
Paid parental and bereavement leave
401(k) with 5% company match, plus opportunity for annual tenure-based incentive contribution
Complimentary RTD EcoPass

RESPONSIBILITIES

Emergency Service Duties Unique Service Coordination :
Guests Services Office/Contact Office:
Work with the Guest Services Manager to maintain accurate records in SCRIBE.
Maintain staff presence in the Guest Services office during critical hours as outlined by the Guest Services Manager
Ensure all incoming guests, visitors, etc. are checked in appropriately via scanning into SCRIBE and/or Clarity, 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 Guest Services Manager.
Coordinate efforts with the Emergency Service team to respond to immediate needs by contacting first responders or other supports as needed, maintaining appropriate records of calls and incidents.
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.
In cooperation with the Guest Services Manager, maintain a list of programs and services, both within DRM and partner agencies, for referral purposes
Oversee the Shelter signup and enrollment process
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 and Lawrence Street Community Center
Appropriately supervise the 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 Shelter Intake, assist in maintaining the appointment list for Next Step
Maintain check in protocols for appeals
Assist with Court set up and guest coming in for court services
Complete appropriate Incident Reports (IR)
Process paperwork for service animals and scan completed paperwork into SCRIBE
Provide oversight for phone charging when available

Operations and Services Support
Guest Support
Helps to create and maintain an environment where Emergency Services guests feel safe and can be provided opportunities to pursue next steps.
Ensures the security and safety of assigned facility and guests during shift
Sees to the welfare of guests by calling first responders
Ensures the cleanliness of guest services and contact, disposing of items not permitted in these areas, including guests' personal items
Coordinates with Kitchen Team to alert them to receive and distribute purchased and GIK donated deliveries according to policy
Input maintenance and IT requests when needed
Maintain a list of staff cars for parking, distribute parking permits

Other
Review staff time sheets for accuracy, notifying the Guest Services Manager of any concerns
Support adherence to the schedule for Guest Services staff that provides adequate coverage for designated hours at Emergency Service facilities, coordinating with the Guest Services team for additional coverage when needed
Provide support, training and oversight to volunteers, Interns and Change Makers in Guest Services
Coordinate appropriately and as needed with staff of each DRM Emergency Services Facility
Other tasks as assigned by the Guest Services Manager and Director of Homelessness Resolution.
This position is full-time and should not exceed 40 hours per week, except in special circumstances, as approved by the Guest Services Manager. Hours change based on scheduling needs
Assist Guest Services Manager in establishing and implementing protocols
Bring areas of concern to the attention of the Guest Services Manager

Requirements

Abide by the Employee Handbook.
Affirm the Statement of Faith
Agree to be governed by the Constitution and Bylaws
High school diploma or GED required. College education preferred.
English/Spanish bilingual preferred
Proficient skills in MS Office software package and highly proficient in using an extensive database.
Proven ability to maintain composure courteously and respectfully 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 maintain high level of confidentiality.

NOTE: A limited amount of work-related travel may be required occasionally. Denver Rescue Mission is both an equal opportunity employer and a distinctly faith-based Christian organization. Denver Rescue Mission complies with applicable federal, state, and local employment laws, and strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, national original or ancestry, ethnicity, sex, sexual orientation, gender identity, age, disability, citizenship, parental status, marital status, political ideology, or current or prospective service in the uniformed services. This policy applies to all terms, conditions, and privileges of employment including recruitment, employment, training, and promotion opportunities. Based upon Title VII of the Civil Rights Act of 1964, the Colorado Anti-Discrimination Act, and the U.S. Constitution, Denver Rescue Mission has the right to, and does, hire only candidates who agree with our Statement of Faith and align with our Christian mission.

Salary Description

$21.88 - $27.21
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