Guest Services II- Pathways to Permanent Housing

Guest House of Milwaukee•Milwaukee, WI

6d•Onsite

About The Position

Guest Services II team members build upon the foundational responsibilities of Guest Services I by demonstrating advanced competency, increased independence, and the ability to reinforce service, safety, and documentation standards with peers. This role supports shelter operations by responding to more complex guest needs, maintaining a stable and responsive environment, and reinforcing trauma-informed practices and protocol adherence across shifts. Guest House of Milwaukee, the largest housing program provider in Wisconsin, has been dedicated to addressing homelessness since 1982. Originally a short-term emergency shelter, we now offer a comprehensive range of onsite and community-based programs tailored to the evolving needs of individuals facing housing insecurity. As we enter an exciting growth phase, our commitment to client-centered solutions remains steadfast. With over 40 years of experience, our dedicated staff and partners work to create lasting change for our most vulnerable community members. We envision a Greater Milwaukee that prioritizes care and tackles the root causes of homelessness.

Requirements

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.
Ability to communicate clearly and reinforce expectations with peers.
Ability to support conflict resolution and redirect peers respectfully.
Ability to intervene in escalating situations and guide GS I staff in safety expectations.
Ability to follow and reinforce safety and crisis protocols.
Ability to prioritize tasks and assist peers in remaining organized and on schedule.
Ability to support GS I staff in meeting documentation standards and accuracy.
Ability to maintain composure in complex or emotionally charged situations and model steadiness for others.

Nice To Haves

Experience working with individuals experiencing homelessness.
Experience supporting individuals with mental illness, substance use, or crisis situations.
Completion of agency-approved de-escalation or crisis intervention training.

Responsibilities

Model and reinforce respectful, responsive, 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.
Provide trauma-informed support to high-needs guests, including elderly clients, and model effective engagement strategies for peers.
Works directly with clients with additional behavioral or developmental needs, ensuring consistent support, documentation, and collaboration with case managers.
Other duties as assigned.