Intake & Guest Experience Specialist

Mel Trotter; Grand Rapids (MI); On-site; USD 28,000 - 34,000; Full time

Job summary

Mel Trotter Ministries is seeking a Full-Time Intake Specialist in Grand Rapids to warmly welcome guests, monitor safety, and coordinate with care teams. The role combines frontline hospitality with security duties and administrative tasks.

The ideal candidate supports clinic and shelter services with professionalism and a calm, helpful demeanor. The position emphasizes trauma-informed communication, building a safe environment, and timely reporting using digital tools.

Qualifications

• High School Diploma or equivalent required.
• CPR and First Aid certification preferred.
• Proficient in Microsoft Outlook, Word, and Excel.
• Preferred experience in residential care, counseling, or crisis intervention.

Responsibilities

• Ensure and maintain a peaceful and safe environment by patrolling, rounds, perimeter checks, and security monitoring.
• Monitor guest behavior to ensure MTM policies and procedures are followed and the environment remains safe.
• Use trauma-informed de-escalation strategies to address issues and engage law enforcement or medical personnel as needed.
• Ensure organization and cleanliness of guest spaces, showers, storage areas, and other functional spaces.
• Represent Mel Trotter Ministries' brand with excellence and hospitality in interactions with visitors, vendors, staff, and guests.
• Assist nurses with requests for aid in the Clinic, New Hope Sobering Center, and Detox rooms.
• Assist guests with scheduled activities by responding to requests, coordinating with Triage/Case Management, and meeting basic needs promptly.
• Perform administrative duties using designated computer software to ensure paperwork is completed timely and accurately.

Skills

Trauma-informed de-escalation

Safety and security awareness

Effective communication

Education

High School Diploma or equivalent

CPR and First Aid certification (preferred)

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Mel Trotter Ministries is seeking a Full-Time Intake Specialist in Grand Rapids to warmly welcome guests, monitor safety, and coordinate with care teams. The role combines frontline hospitality with security duties and administrative tasks.

The ideal candidate supports clinic and shelter services with professionalism and a calm, helpful demeanor. The position emphasizes trauma-informed communication, building a safe environment, and timely reporting using digital tools.