Guest Services Associate- Horizon House

Goodwill of Central & Southern Indiana; Indianapolis (IN); On-site; USD 26,000 - 34,000; Full time

Benefits offered by this job

Comprehensive health plan

PTO and holidays

Sabbatical and parental leaves

Life, dental and vision insurance

Disability plans

Retirement plan with company match

PSLF program eligibility

Job summary

Goodwill Legacy Group is seeking a full-time Guest Services Assistant to support neighbors at our Indianapolis facility. The role begins at $22/hr with a schedule of 7:00 AM to 3:30 PM, Monday through Friday.

This grant-funded, at-will position aims to be ongoing contingent on grant resources renewal. Responsibilities include greeting neighbors, documenting visits in ClientTrack, enforcing facility rules, coordinating showers, laundry, mail, and other dayroom services, and maintaining

Qualifications

• Degree and Credential Requirements - NONE, demonstrated capability welcomed.
• Experience in human services or related fields preferred.
• Ability to learn and apply de-escalation techniques.
• Collects and analyzes program data and maintains timely electronic documentation.
• Excellent communication across oral, written, visual, and digital channels.

Responsibilities

• Greet neighbors, check in, and document visits in ClientTrack.
• Establish rapport to foster trust and a hospitable dayroom environment.
• Respond to notifications in case management systems and escalate as needed.
• Support de-escalation and coordinate with supervision during crises.
• Coach neighbors on Horizon House rules and document incidents.
• Monitor dayroom activity and address conflicts or safety concerns.
• Inform neighbors of service changes and procedures via direct communication.
• Provide basic services (hygiene supplies, showers, laundry, mail, scheduling).
• Enter basic services into case management systems for reporting and outcomes.
• Coordinate showers and laundry and manage towels and equipment.
• Sort, distribute, and manage neighbor mail per confidentiality protocols.
• Prepare, stock, and maintain kitchen/dayroom areas per health and safety guidelines.
• Answer calls, route messages, and support front desk operations.
• Open/close procedures, including security and confidential materials handling.
• Maintain guest confidentiality and professional boundaries.
• Direct media, visitors, and inquiries to leadership staff.
• Coordinate with Guest Services supervisor on storage, donations, and volunteers.
• Accept, record, store, and distribute donations per protocols and safety requirements.
• Monitor dayroom/neighbor areas for safety or equipment issues and report.
• Attend agency meetings and trainings; participate in community-based learning.
• Assist with orientation and training of volunteers and interns.

Skills

Guest engagement

Communication

Organizational skills

Documentation accuracy

Technical literacy

De-escalation techniques

Tools

Microsoft Office

Case management systems

Email management

Job description

This is a full-time position starting at $22/hr. with a schedule of 7 AM to 3:30 PM Monday through Friday.

Please note that this is a grant-funded, at-will position. While this role is intended to be ongoing, its continuation is subject to the periodic renewal of grant resources.

Example Duties and Activities

• Greet, check in, and engage neighbors as they enter the facility, ensuring accurate check-in and documentation in ClientTrack and compliance with visitor sign-in procedures.
• Establish professional rapport with neighbors to foster trust, engagement, and a hospitable dayroom environment.
• Identify and respond to notifications in case management system(s) and elevate concerns to the Guest Services leadership as appropriate.
• Recognize and respond to neighbor crises, supporting de-escalation efforts and assisting with coordination of law enforcement or emergency medical services when necessary.
• Coach neighbors on Horizon House rules and expectations, document incidents accurately, and support enforcement decisions in collaboration with supervisory staff.
• Monitor dayroom activity and atmosphere, proactively addressing conflicts, disturbances, or behavioral concerns to support safe and respectful shared spaces.
• Inform neighbors of service changes, schedules, procedures, and expectations through direct communication, announcements, and information monitors.
• Provide basic services including hygiene supplies, showers, laundry, storage coordination, mail distribution, phone support, and appointment scheduling assistance.
• Accurately enter all basic services and encounters into case management system to support reporting and program outcomes.
• Coordinate and manage showers and laundry services, including distribution and collection of towels and assistance with equipment as needed.
• Sort, distribute, and manage neighbor mail in accordance with confidentiality and identity verification procedures.
• Prepare, stock, and maintain the kitchen and dayroom areas in accordance with health, safety, and agency procedures; report supply or inventory needs as required.
• Answer incoming phone calls, route messages appropriately, and support front-desk operations.
• Participate in opening and closing procedures, including facility preparation, security, announcements, cleaning, stocking, and securing confidential materials.
• Maintain guest confidentiality and appropriate professional boundaries in accordance with agency policies and procedures.
• Direct media representatives, visitors, and external inquiries to appropriate leadership staff.
• Coordinate with the Guest Services Supervisor regarding storage, donations, hospitality services, and volunteer engagement.
• Accept, record, store, and distribute donations according to established protocols and safety requirements.
• Monitor all dayroom and neighbor-accessible areas for safety concerns or equipment issues and report promptly to operations staff.
• Attend and participate in required agency meetings, trainings, and community-based learning opportunities.
• Assist with orientation and training of volunteers and interns to ensure consistent and high-quality dayroom services.

Required Competencies

• Degree and Credential Requirements - NONE! We value candidates who can demonstrate capability and articulate how prior experiences will help them contribute. We believe in continuous learning and professional development.
• Industry Expertise - Prior experience in human services, customer service, or community-based support roles preferred. Willingness and ability to learn and apply de-escalation techniques in a dynamic environment.
• Guest Engagement & Customer Service - Ability to engage individuals experiencing homelessness with empathy, professionalism, and respect.
• Information Monitoring/Reporting - Collects, analyzes, and applies program data to inform strategies and improve services. Ability to maintain timely, accurate electronic documentation.
• Communication Skills - Articulates thoughts and expresses ideas effectively using oral, written, visual, and non-verbal communication skills, as well as listening skills to comprehend customers' needs. Delivers information in person, in writing, and in a digital world.
• Organizational Aptitude - Plans and attends to details and pursues quality in accomplishing multiple tasks in an organized and timely fashion. Exhibits careful attention to detail and follow-through.
• Technical Knowledge - Proficiency with email, Microsoft Office, web-based systems, and willingness to learn agency databases.

Other Requirements

• Background Screening - All candidates must pass a pre-employment criminal background check.
• Ability to occasionally work a flexible schedule beyond normal business hours.

Benefits:

• Continuing education and leadership development as well as tuition reimbursement
• Comprehensive health plan
• Generous paid time off (PTO) and paid holidays
• Sabbatical and parental leaves
• Life, dental and vision insurance
• Short- and long-term disability plans
• Nationally recognized preventive health and wellness program
• Section 125 pretax health spending account, dependent care spending account, and premiums
• Retirement planning options with generous company % match
• Eligible for the Public Student Loan Forgiveness (PSLF) program

Goodwill Legacy Group is an EEO Employer/Vet/Disabled employer