Guest Experience Specialist

Stephen Center has served homeless and low-income individuals in Omaha since 1984 with the mission to partner with the community, families and individuals to overcome homelessness, addiction and poverty. The Pettigrew Emergency Shelter and Permanent Supportive Housing offerings provide safe and secure housing while individuals and families complete an assessment of permanent housing options. All Stephen Center residents have access to dual diagnosis support services via the HERO addiction/recovery program. 100% of Stephen Center shelter supportive housing participants are living in poverty. Housing transition support identifies poverty barriers that may impact one’s ability to achieve or maintain permanent housing through case management, life skills, and behavioral health services. Stephen Center serves approximately 250 people daily in all programs. Purpose The Programmatic Overnight Guest Specialist provides overnight support across the HERO Residential Treatment Program and Emergency Shelter, ensuring a safe, secure, and welcoming environment for all clients. This position serves as the primary overnight resource for client supervision, admissions, crisis response, facility safety, and operational continuity while promoting a trauma-informed, recovery-oriented culture. The Programmatic Overnight Guest Specialist provides direct support to individuals experiencing homelessness, substance use disorders, and co-occurring mental health conditions by maintaining program structure, responding to client needs, completing admissions and documentation, and collaborating with multidisciplinary staff to ensure continuity of care. Key Responsibilities Maintain a safe, secure, structured, and therapeutic environment by following agency policies, safety protocols, and program expectations. Supervise clients using trauma-informed care, therapeutic communication, and de‑escalation techniques while responding to client needs, concerns, emergencies, and behavioral issues. Reinforce program expectations with dignity and respect while advocating for client needs and connecting clients to appropriate resources and services. Conduct routine room, wellness, security, and facility checks, including evening roll call, to ensure client safety and program compliance. Complete telephone screenings, admissions, orientations, property searches, urine drug screens, breath alcohol testing, and all required intake, discharge, transfer, and census documentation. Receive, secure, count, monitor, and document client medications in accordance with agency policy. Monitor facility access, visitor activity, and ban lists while maintaining compliance with safety, fire, and security procedures and coordinating emergency response when necessary. Complete timely and accurate documentation including incident reports, electronic health record entries, medication logs, hourly shift reports, and shift handoff communication. Maintain a clean, organized, and welcoming environment by monitoring common areas, supporting client chores, and assisting with routine overnight operations. Answer telephones, respond to inquiries, relay messages, and communicate client updates, admissions, bed availability, and operational concerns to leadership and the multidisciplinary team. Collaborate with Case Managers, Therapists, Residential Staff, Shelter Staff, and Leadership to ensure continuity of care and effective client support. Participate in required meetings, trainings, and cross‑training to provide overnight coverage across HERO and Shelter programs. Perform other duties as assigned to support program operations and organizational needs. Position Requirements High School Diploma or GED required. Experience in human services, behavioral health, social services, recovery support, or related field preferred. Strong interpersonal, verbal, and written communication skills. Ability to remain calm and exercise sound judgment during emergencies and crisis situations. Ability to work independently while maintaining accountability. Demonstrated commitment to trauma‑informed care and person‑centered services. Ability to establish and maintain professional boundaries. Strong organizational and documentation skills. Ability to maintain confidentiality and comply with HIPAA requirements. Commitment to Stephen Center's mission, values, and policies. Demonstrates honesty, integrity, and professionalism while serving as a positive role model for clients. Physical Requirements Sitting – Occasionally Standing – Frequently Walking – Frequently Kneeling – Occasionally Pushing/Pulling – Occasionally Lifting up to 25 pounds – Occasionally Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is not exposed to weather conditions. The noise level in the work environment is usually moderate. Benefits SIMPLE IRA with 3% match Paid PTO Complimentary Life Insurance, Accidental Death/Dismemberment Insurance 11 paid holidays Free Planet Fitness membership to 36th & L location- $120 value Free on-site lunches Salary: $19-$21 per hour. Other Benefits include: Stephen Center offers competitive salaries and a full array of benefits commensurate with NAM Guidelines. Stephen Center is an Equal Opportunity Employer. Thank you for your interest in Stephen Center! #J-18808-Ljbffr