Guest Services Specialist

Job DetailsJob Location: Charlotte, NC 28206Position Type: Full TimeRoof Above Roof Above is a comprehensive homeless service provider. Our mission is to unite our community to end homelessness, one life at a time. Focusing on individuals experiencing homelessness, Roof Above offers a continuum of services ranging from street outreach to a Day Services Center, emergency shelter, and housing. Roof Above’s services and programs reach approximately 1,400 individuals each day across all our services combined.  Position Summary The Guest Services Specialist serves as a primary point of contact for individuals entering Roof Above shelter services. This role is responsible for conducting guest intakes and orientations, supporting diversion efforts, assisting with shelter bed assignments, and helping guests navigate available services and resources. Because the intake process is often a guest's first interaction with Roof Above, this position requires excellent communication skills, the ability to quickly build rapport, maintain professional boundaries, and provide services with dignity, compassion, and respect. The Guest Services Specialist works collaboratively with multiple departments to support a safe, welcoming, and effective shelter environment while helping individuals move toward housing stability. Essential Functions Guest Intake and Orientation Conduct intake and orientation services for individuals entering shelter programs. Responsibilities include: Meeting with guests selected for shelter placement Collecting demographic, household, and homelessness history information Completing intake paperwork, consents, releases, and required documentation Entering and maintaining accurate records in the Homeless Management Information System (HMIS) Explaining shelter expectations, policies, schedules, and available services Assessing immediate needs and connecting guests to appropriate programs and resources Supporting guests in understanding next steps and available opportunities for assistance Building positive and respectful relationships with guests from their first interaction with Roof Above   Diversion Services Assist individuals seeking shelter by exploring safe and appropriate alternatives when available. Responsibilities include: Conducting diversion conversations and assessments Exploring family connections, natural supports, previous housing options, and other alternatives to shelter Assisting guests with problem-solving and resource identification Connecting individuals to community resources and partner agencies Documenting diversion efforts and outcomes according to agency standards   Shelter Lottery and Bed Assignments Support the shelter placement process to maximize available shelter resources. Responsibilities include: Assisting with daily shelter lottery operations Contacting individuals selected for shelter placement Verifying eligibility and placement information Coordinating bed assignments with shelter staff Maintaining accurate bed availability and occupancy records Communicating placement updates between shelter campuses and departments   Guest Services and Shelter Operations Support Provide operational support to ensure a safe, organized, and welcoming shelter environment. Responsibilities include: Assisting guests with questions and service navigation Supporting guest transitions throughout shelter programs Conducting roving and maintaining a visible staff presence on shelter campuses Assisting with guest escorts and bed assignments as needed Reporting guest concerns, incidents, and operational issues to supervisors Supporting afternoon and evening shelter operations Collaborating with Guest Services, Shelter Operations, Housing Navigation, Security, and other departments   Outreach and Community Engagement Support outreach and engagement activities designed to connect individuals experiencing homelessness with available resources. Responsibilities include: Providing information about shelter services and community resources Connecting individuals with housing, healthcare, behavioral health, and supportive services Assisting with Point-in-Time Counts, surveys, focus groups, and special initiatives Supporting outreach efforts at the Lucile Giles Campus and in the community as needed   Documentation and Confidentiality Maintain accurate and timely records while protecting guest privacy. Responsibilities include: Completing documentation in HMIS and other agency systems Maintaining confidentiality of all guest information Following agency policies regarding consent and Release of Information requirements Protecting confidential information from unauthorized access or disclosure Maintaining professional boundaries in all guest interactions   Additional Duties Participate in training, meetings, and professional development opportunities Assist with emergency response and shelter operations during critical incidents Perform other duties as assigned to support shelter operations and agency goals   Work Environment Requires work in a fast-paced environment with diverse people including persons with mental illness and substance abuse. Requires much physical movement and multitasking. Must be able to sit, stand, walk, and move throughout shelter facilities for extended periods, with reasonable accommodation as needed. Must be able to occasionally lift up to 25 pounds. This position is regularly scheduled Tuesday through Saturday from 12:00 PM to 8:00 PM. The schedule is designed to provide dedicated coverage for guest intake and orientation during afternoon and evening hours while supporting diversion services, shelter operations, bed assignments, and guest engagement activities. QualificationsEducation, Experience and Skills Required High School Diploma or equivalent required. Associate's or Bachelor's degree in Human Services, Social Work, Psychology, Criminal Justice, or a related field preferred Ability to engage individuals experiencing homelessness with empathy, dignity, and respect. Strong interpersonal, communication, and relationship-building skills Excellent organizational and documentation skills Ability to manage multiple priorities in a fast-paced environment. Strong problem-solving and conflict-resolution abilities Ability to remain calm and professional during challenging situations. Proficiency with computer systems and accurate data entry Ability to work collaboratively across departments. Experience in homeless services, shelter operations, case management, crisis intervention, customer service, or a related field preferred Other Requirements Must possess a current and valid driver’s license, and ability to be insured on the agency’s automobile policy. Experience in homeless services, shelter operations, case management, crisis intervention, customer service, or a related field Experience using HMIS or similar database systems preferred CPR and First Aid certification, or ability to obtain certification within 60 days of hire   OUR VALUES: Heart for the Work  We choose this work and embrace this place. We practice radical compassion. We each do our unique part to end homelessness.   Solution-Oriented Grounding ourselves in what we know, we imagine what is possible. We are intentional about getting the right people involved and we move towards effective action. We are exhaustive in our search for solutions. Bring Our Best We practice self-care, self-awareness, and safety. We recognize what we need to let go of to move forward. We exercise diligence and grit. Value Others We honor the profound worth of each life and our work reflects it. We meet people where they are and approach others with genuine curiosity. We know we can’t do it alone.  We are stronger and smarter together. Roof Above is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees