Intake Specialist - 2nd Shift

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

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