Intake Specialist - 1st shift

Mel Trotter; Grand Rapids (MI); On-site; USD 32,000 - 42,000; Full time

Job summary

Mel Trotter Ministries is seeking a Full-Time Intake Specialist who greets guests, visitors, vendors, and staff with warmth and hospitality. This role supports safety, maintains facility cleanliness, and completes daily reports on a digital platform while collaborating with Triage and Case Management to connect people with services.

Responsibilities include conducting perimeter checks, monitoring security, and using trauma-informed de-escalation to address issues.

Qualifications

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

Responsibilities

• Ensure and maintain a peaceful, safe environment by patrolling, rounds, perimeter checks, and monitoring security.
• Monitor guest behavior to ensure MTM policies and safety; respond to issues using trauma-informed de-escalation.
• Escort visitors, share information, and assist staff while representing MTM brand with hospitality.
• Assist in clinical areas as needed and support guest activities by coordinating with Triage and Case Management.
• Perform administrative duties with timely and accurate shift and guest paperwork using designated systems.

Skills

Trauma-informed de-escalation

Safety awareness

Guest services

Communication

Perimeter checks

Crisis intervention

Education

High School Diploma or equivalent

Tools

Microsoft Outlook

Word

Excel

Job description

This position is the first face of Mel Trotter Ministries and is a brand representative of our values and hospitality. The way Intake Specialists support our brand is by immediately and warmly welcoming guests, visitors, vendors, and staff members. Further, this position anticipates needs, offers accurate information, and shows urgency and passion in caring for others. This role works in tandem with Triage Specialists and Case Managers to provide the quickest and best connections and innovative solutions to our guests. This role is diligent in ensuring the building is safe and secure by providing consistent perimeter checks, ensuring no dangerous or prohibited materials are brought into the building and that all leaders and appropriate staff members receive accurate and prompt communication about any safety issues. This position also provides support in maintaining facility cleanliness. This role is tasked with providing accurate daily reports on activities using a digital reporting platform.

Mel Trotter Ministries: Our Story

Mel Trotter Ministries is a faith-based, nonprofit organization committed to providing safe shelter and supportive services to individuals experiencing homelessness. We work to create a structured, respectful environment where each person is treated with dignity and care. Our approach is rooted in compassion, consistency, and accountability, with a focus on meeting immediate needs while supporting long-term stability. Through collaboration and a shared sense of purpose, our team works each day to make a meaningful impact in the lives of those we serve.

Your day as an Intake Specialist

• Ensure and maintain a peaceful and safe environment by being present with guests, making rounds, conducting perimeter checks, monitoring security cameras, monitoring radio traffic, and conducting search requirements in our entry.
• Monitor guest behavior to ensure MTM policies and procedures are followed, and the environment is safe and secure.
• Use trauma-informed de-escalation strategies, which are non-aggressive and non-physical, to address issues. Engage law enforcement or medical personnel as needed.
• Ensure organization, cleanliness, and proper use of all guest-use and functional spaces (guest storage areas, showers, heat treat).
• Represent Mel Trotter Ministries' brand with excellence and hospitality in interactions with visitors, vendors, staff, and guests. Escort visitors, share information, offer assistance.
• Assist nurses with requests for aid in our Clinic, New Hope Sobering Center, and Detox rooms.
• Assist guests with Mel Trotter scheduled activities by responding to requests, clarifying information, connecting with Triage and Case Management, and anticipating and meeting basic needs promptly (fresh clothing, footwear, water, food).
• Perform administrative duties using designated computer software systems, or another method to ensure guest and shift paperwork is completed timely and accurately.

What you need to be successful

To excel as a Full-Time Intake Specialist at Mel Trotter Ministries, a combination of education, experience, and key skills is essential.

Knowledge and skills required for the position are:

• High School Diploma or equivalent
• Preferred, but not required, certification in CPR and First Aid
• Proficient in Microsoft Outlook, Word, and Excel
• Preferred, but not required, experience in residential care, counseling, or crisis intervention