Shelter Support Specialist Lead

Job Description

Job Description

About us:

People Serving People is the largest and most comprehensive emergency shelter for families experiencing homelessness in Minnesota and a dedicated leader in homeless prevention. If you want to help transform communities and see families thrive, then People Serving People is the place for you.

What do we need?

The Shelter Support Specialist Lead provides day-to-day leadership and operational oversight during assigned shelter shifts. This position serves as the primary onsite resource for Guest Services Associates, ensuring consistent implementation of shelter operations, guest support practices, safety protocols, and food distribution procedures. 

The Lead models trauma-informed, guest-centered service while supporting staff in responding to guest concerns, operational challenges, and crisis situations. This role works collaboratively with leadership to maintain a welcoming, safe, and well-functioning shelter environment for families. 

*Official Internal Title for Shelter Support Specialist Lead is Guest Services Lead.



 

Responsibilities for Guest Services Associate:

Shift Leadership and Coordination 

• Serve as the lead staff person for Guest Services operations during assigned shifts. 

• Coordinate shift activities and ensure operational responsibilities are completed. 

• Provide guidance, coaching, and support to Guest Services Associates throughout the shift. 

• Monitor staffing coverage and communicate operational concerns to leadership. 

• Assist with onboarding and training new Guest Services staff. 

• Lead shift handoffs and ensure critical information is communicated across shifts. 

• Support implementation of agency policies, procedures, and shelter expectations. 

  Guest Engagement and Support 

• Model exceptional guest-centered customer service and trauma-informed practices. 

• Support staff in responding to guest concerns, requests, conflicts, and crisis situations. 

• Build positive relationships with guests and foster a welcoming shelter environment. 

• Assist with complex guest situations requiring additional problem-solving or decision-making. 

• Ensure guests receive timely information, resources, and support. 

  Shelter Operations 

• Oversee daily shelter operations during assigned shifts. 

• Review occupancy information, room assignments, bed counts, and documentation for accuracy. 

• Monitor completion of required logs, reports, incident documentation, and shift communication. 

• Ensure common areas, guest spaces, and workspaces remain safe, clean, and operational. 

• Coordinate response to maintenance, safety, and facility concerns. 

• Assist with room turnovers and operational tasks as needed. 

  Safety and Crisis Response 

• Serve as an onsite resource during emergencies, behavioral incidents, and crisis situations. 

• Support staff in utilizing de-escalation and conflict resolution techniques. 

• Ensure incidents are appropriately documented and communicated. 

• Help maintain a physically and emotionally safe environment for guests, children, visitors, and staff. 

• Participate in emergency preparedness and emergency response activities. 

  Food Distribution Oversight 

• Coordinate daily meal and snack distribution processes. 

• Oversee food deliveries, inventory tracking, storage, and distribution procedures. 

• Ensure compliance with food safety and sanitation expectations. 

• Troubleshoot food service and meal distribution issues. 

• Support staff in creating an organized and welcoming meal experience for guests. 

  Communication and Collaboration 

• Communicate regularly with the Guest Services Manager regarding operational issues, staffing concerns, guest trends, and facility needs. 

• Collaborate with Family Advocacy, Community Safety, Children & Youth Services, Facilities, volunteers, and external partners. 

• Participate in meetings, trainings, and quality improvement efforts. 

• Perform additional duties as assigned. 

Pay and Benefits for Guest Services Associate:

• $26.00 - $28.00 hourly
• 401(k) with employer contribution at 6 months.
• Reduced cost parking or metro pass.
• Financial wellness benefit.
• The chance to make a real difference in the community.

Schedule:

• Monday - Friday
• 7:00am - 3:30pm
• 1 weekend shift per month

Requirements:

• Associates degree in human services or related field; or 1 year of direct experience
• CPR/First Aid/AED Certification or ability to become certified within 6 months
• Strong computer skills and Microsoft Office experience
• Strong experience working as a part of a team
• Experience working with people from diverse cultural and socio-economic backgrounds
• Experience working with families or individuals experiencing homelessness preferred
• Knowledge of Hennepin County shelter system preferred

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