Front Desk Coordinator

Job Description

Job Description

Location: Bend, Oregon - In Person

Status: Full-Time

Benefits: Competitive Salary, 401(k), Health Insurance, Generous Paid Time Off

Schedule; 6am - 5pm varying days of the week, including weekends

At the Lighthouse our mission is to create safe, healing environments where all individuals feel valued, respected, and empowered to pursue personal growth and stability. We strive to feed the hungry, shelter the homeless, and walk alongside those facing life-controlling challenges such as trauma, addiction, and homelessness. Through emergency shelter, case management, and supportive services, we seek not only to address immediate needs but to foster lasting, positive change. Our vision is to help individuals break cycles of hardship and achieve meaningful transformation, ensuring that everyone in Central Oregon has the opportunity to find hope, stability, and healing.

We are seeking a passionate and mission-driven Front Desk Coordinator to help expand the impact of Shepherd’s House Ministries across all sites and advance this life-changing work.

The Front Desk Coordinator collaborates with the Director of Navigation Services, case managers, community partners, and volunteers to create clear pathways toward health, recovery, and stable housing for individuals experiencing homelessness. This role oversees the reception area and Front Desk Team, ensuring participants are welcomed with care, connected to appropriate services, and supported in a clean, safe, and well-managed environment. In partnership with leadership, the Coordinator helps maintain a secure, organized, and healing space that supports participants’ physical, emotional, and practical needs while advancing The Lighthouse’s mission.

Essential Duties and Responsibilities:

1. Maintain a clean, organized, and fully stocked Front Desk workspace while coordinating participant flow and lobby activity to ensure a safe, orderly environment.
2. Provide a welcoming and secure atmosphere where participants are encouraged to access day-use activities, navigation services, and onsite resources.
3. Lead and supervise Front Desk team members, including scheduling, onboarding, modeling expected work ethic, and supporting ongoing professional development.
4. Support implementation of new systems and protocols to improve operational efficiency and participant experience at The Lighthouse.
5. Oversee participant engagement processes, ensuring all entrants are greeted with kindness, directed appropriately, and properly checked in for services.
6. Ensure accurate documentation and reporting, including participant check-ins, occupancy and participation data, incident reports, and service outcomes.
7. Manage Front Desk operations including phone and message response, mail distribution, donation intake coordination, and supply tracking/procurement support.
8. Review and approve Incident Reports to ensure policy alignment, accuracy, and timely submission.
9. Collaborate with Safety Coordinators, volunteers, and SHM leadership to maintain a safe, secure, inclusive, and well-communicated working environment.
10. Carry out additional duties as assigned by the Director or Associate Director of Navigation Services to support the overall success of The Lighthouse.

Qualifications:

Education & Experience:

1. High school diploma or equivalent; additional education or training in social services, security, or a related field is a plus.
2. Previous experience in a similar role, preferably in a shelter or social service setting.
3. Strong interpersonal skills and the ability to engage with a diverse community.
4. Familiarity with, and ability to use trauma-informed care and de-escalation techniques.
5. Ability to maintain confidentiality in accordance with organizational policies and applicable privacy laws. 
6. Reliable, punctual, and able to work independently and as part of a team.
7. Basic computer skills, including proficiency in Microsoft Office and data entry.
8. Ability to adequately use phone systems and email. 

Working Conditions:

1. Primarily overnight work schedule in an active emergency shelter environment serving individuals experiencing homelessness, trauma, addiction, and mental health challenges.
2. Frequent standing, walking, patrolling indoor and outdoor areas, and responding to unpredictable situations requiring alertness and quick decision-making.
3. Exposure to challenging behaviors, crisis situations, and emotionally intense interactions, requiring strong emotional regulation and trauma-informed engagement.
4. Combination of administrative tasks (documentation, HMIS data entry, reporting) and hands-on operational duties within dorm, food service, and common areas.
5. Work conducted in a fast-paced, team-based environment requiring collaboration with staff, volunteers, community partners, and occasional coordination with law enforcement.

Physical Requirements:

1. Ability to stand, walk, and patrol indoor and outdoor areas for extended periods during overnight shifts.
2. Ability to respond quickly to emergent situations, including moving between dorm areas, common spaces, and exterior property.
3. Ability to lift, carry, and move items up to 40–50 pounds (e.g., supplies, bedding, food service items) with or without assistance.
4. Ability to bend, stoop, kneel, reach overhead, and perform routine cleaning and facility support tasks.
5. Sufficient visual acuity, hearing, and situational awareness to monitor safety concerns and engage effectively in low-light overnight conditions.

In accordance with the Americans with Disabilities Act (ADA), we will provide reasonable accommodations to qualified individuals with disabilities. To request an accommodation, please contact a member of The People Team. 

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Shepherd’s House Ministries provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.