Guest Services Specialist

Roof Above Inc; Charlotte (NC); On-site; USD 32,000 - 44,000; Full time

Job summary

Roof Above in Charlotte, NC is seeking a Guest Services Specialist to be the first point of contact for shelter guests, conducting intake and orientation with dignity and respect while building rapport quickly.

You will support diversion efforts, assist with bed assignments, and help guests navigate available services and housing resources, working with multiple departments to maintain a safe, welcoming shelter and accurate HMIS records.

Qualifications

• High School Diploma or equivalent required; college degree preferred.
• Experience with HMIS or similar case-management systems is a plus.
• Strong verbal and written communication, empathy, and rapport-building required.
• Ability to manage multiple tasks in a fast-paced shelter environment.

Responsibilities

• Conduct guest intakes and orientations for shelter entrants.
• Collect demographics and homelessness history; complete intake documentation.
• Enter data accurately into HMIS and maintain records.
• Explain shelter expectations and connect guests to services.
• Assist with diversion conversations and bed assignments; support operations.

Skills

Empathy and compassion

Interpersonal communication

Organizational skills

Data entry HMIS experience

Conflict-resolution

Education

High School Diploma or equivalent

Associate's degree

Bachelor's degree

Tools

HMIS software

Microsoft Office

Job description

Roof AboveRoof 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 SummaryThe 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 FunctionsGuest Intake and OrientationConduct intake and orientation services for individuals entering shelter programs.Responsibilities include:Meeting with guests selected for shelter placementCollecting demographic, household, and homelessness history informationCompleting intake paperwork, consents, releases, and required documentationEntering and maintaining accurate records in the Homeless Management Information System (HMIS)Explaining shelter expectations, policies, schedules, and available servicesAssessing immediate needs and connecting guests to appropriate programs and resourcesSupporting guests in understanding next steps and available opportunities for assistanceBuilding positive and respectful relationships with guests from their first interaction with Roof AboveDiversion ServicesAssist individuals seeking shelter by exploring safe and appropriate alternatives when available.Responsibilities include:Conducting diversion conversations and assessmentsExploring family connections, natural supports, previous housing options, and other alternatives to shelterAssisting guests with problem-solving and resource identificationConnecting individuals to community resources and partner agenciesDocumenting diversion efforts and outcomes according to agency standardsShelter Lottery and Bed AssignmentsSupport the shelter placement process to maximize available shelter resources.Responsibilities include:Assisting with daily shelter lottery operationsContacting individuals selected for shelter placementVerifying eligibility and placement informationCoordinating bed assignments with shelter staffMaintaining accurate bed availability and occupancy recordsCommunicating placement updates between shelter campuses and departmentsGuest Services and Shelter Operations SupportProvide operational support to ensure a safe, organized, and welcoming shelter environment.Responsibilities include:Assisting guests with questions and service navigationSupporting guest transitions throughout shelter programsConducting roving and maintaining a visible staff presence on shelter campusesAssisting with guest escorts and bed assignments as neededReporting guest concerns, incidents, and operational issues to supervisorsSupporting afternoon and evening shelter operationsCollaborating with Guest Services, Shelter Operations, Housing Navigation, Security, and other departmentsOutreach and Community EngagementSupport outreach and engagement activities designed to connect individuals experiencing homelessness with available resources.Responsibilities include:Providing information about shelter services and community resourcesConnecting individuals with housing, healthcare, behavioral health, and supportive servicesAssisting with Point-in-Time Counts, surveys, focus groups, and special initiativesSupporting outreach efforts at the Lucile Giles Campus and in the community as neededDocumentation and ConfidentialityMaintain accurate and timely records while protecting guest privacy.Responsibilities include:Completing documentation in HMIS and other agency systemsMaintaining confidentiality of all guest informationFollowing agency policies regarding consent and Release of Information requirementsProtecting confidential information from unauthorized access or disclosureMaintaining professional boundaries in all guest interactionsAdditional DutiesParticipate in training, meetings, and professional development opportunitiesAssist with emergency response and shelter operations during critical incidentsPerform other duties as assigned to support shelter operations and agency goalsWork EnvironmentRequires 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.Education, Experience and Skills RequiredHigh School Diploma or equivalent required. Associate's or Bachelor's degree in Human Services, Social Work, Psychology, Criminal Justice, or a related field preferredAbility to engage individuals experiencing homelessness with empathy, dignity, and respect.Strong interpersonal, communication, and relationship-building skillsExcellent organizational and documentation skillsAbility to manage multiple priorities in a fast-paced environment.Strong problem-solving and conflict-resolution abilitiesAbility to remain calm and professional during challenging situations.Proficiency with computer systems and accurate data entryAbility to work collaboratively across departments.Experience in homeless services, shelter operations, case management, crisis intervention, customer service, or a related field preferredOther RequirementsMust 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 fieldExperience using HMIS or similar database systems preferredCPR and First Aid certification, or ability to obtain certification within 60 days of hireOUR VALUES:Heart for the WorkWe choose this work and embrace this place.We practice radical compassion.We each do our unique part to end homelessness.Solution-OrientedGrounding 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 BestWe 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 OthersWe 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