Guest Services Coordinator

Reports to: Guest Services Manager (GSM)

Job Classification: non-exempt, full-time

Salary Range: $20.29 - $24.55 per hour

About Us:

Denver Rescue Mission has been serving the most vulnerable in our community for over 130 years. Our history is rooted in a love of Christ and a commitment to share that love with others. At multiple locations throughout our community, we help restore the lives of people experiencing homelessness and addiction through emergency services, rehabilitation, transitional programs, and community outreach.

The Opportunity:

The Guest Services Coordinator 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.

Responsibilities will include but not be limited to:

Unique Service Coordination

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

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.

Minimal Qualifications and 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.

Benefits and Perks:

• Comprehensive health plan including medical, dental, and vision benefits.
• Generous vacation, sick time, and holidays, 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 up to 5% company match and immediate vesting.
• Please access our highlights of the benefits package we offer here: Denver Rescue Mission Benefits Guide

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.