Guest Services II: Trauma-Informed Shelter Support

Guest House of Milwaukee; Milwaukee (WI); On-site; USD 35,000 - 42,000; Full time

Job summary

Guest House of Milwaukee is seeking a Guest Services II to support shelter operations and guest experience with trauma-informed practices. You will respond to complex guest needs, reinforce safety and documentation standards, and assist in admissions and intake procedures.

This role emphasizes teamwork, clear communication, and the ability to maintain calm in challenging situations while upholding agency policies and resident rights.

Qualifications

• High school diploma or GED.
• Demonstrated proficiency in Guest Services I duties and the ability to perform those responsibilities consistently with minimal oversight.
• One year of experience in shelter, residential, or human services environment.
• Ability to perform essential job functions with or without reasonable accommodation.

Responsibilities

• Model and reinforce respectful, trauma-informed interactions with guests and visitors.
• Identify patterns or concerns in guest behavior and elevate issues requiring intervention.
• Reinforce adherence to residence rules, agency policies, and mandated guidelines through consistent personal compliance.
• Support and reinforce accurate, timely completion of admissions and intake procedures.
• Conduct safety and security checks and reinforce expectations with Guest Services I staff.
• Respond calmly to emergencies and assist in coordinating evacuations and crisis procedures.
• Participate in meetings and trainings; reinforce expectations and share learnings with peers.
• Complete documentation accurately and support GS I staff in meeting documentation expectations.
• Conduct dorm sweeps and reinforce quality standards in reporting and follow-up actions.
• Support cleanliness and organization routines, reinforcing standards across shared spaces.
• Specialized Services Support: Elder Justice and Pathways to Permanent Housing support.

Skills

Guest Services I duties

Shelter/human services experience

Communication & interpersonal skills

Time management & organization

Documentation & safety protocol

De-escalation training

Education

High school diploma or GED

Job description

Guest House of Milwaukee is seeking a Guest Services II to support shelter operations and guest experience with trauma-informed practices. You will respond to complex guest needs, reinforce safety and documentation standards, and assist in admissions and intake procedures.

This role emphasizes teamwork, clear communication, and the ability to maintain calm in challenging situations while upholding agency policies and resident rights.