Guest Service Coordinator II - Safety & Security

Position Description

Wheeler Mission Ministries is a privately funded 501 (c) 3 non-profit, evangelical Christian ministry whose designated purpose is religious. We are a Christ-centered ministry which is dedicated to sharing the Gospel and helping the homeless and impoverished. Wheeler Mission Ministries considers every position one of ministry and a vital and valued part of our team. Therefore, it is essential that all employees of Wheeler Mission ministries have a personal relationship with Jesus Christ and subscribe to our Mission, Vision, Statement of Faith, Core Values, and Qualifications for Employment upon hire and continuously while employed. Employees are encouraged and expected to share the Gospel as opportunities arise.

Job Title: GSC II (Safety and Security)

Exempt/Non-Exempt: Non-Exempt

Reports to: Guest Services Manager

Full or Part-time: Full-time

Completion Date: February 2024

Team: Shelter for Men

Position Summary

The GSC-II (Safety & Security) is responsible for providing services of care for shelter guests during their residency at Wheeler Mission, with a primary focus on maintaining a safe and secure environment. This includes a significant portion (approximately 60%) of their time dedicated to security-related duties, supplementing the existing security measures and reducing the reliance on contracted security personnel. A key component of this role includes becoming proficient in the operation and monitoring of our Verkada Security camera system to maximize its security capabilities. The GSC-II will also assist with guest services, database updates, and administrative tasks as assigned.

Key Duties and Responsibilities

Brief description of duties in order of priority

Safety Monitoring and Patrols (60% of Time): Maintains a safe and secure environment.

• Actively monitor the state-of-the-art security system, including alarms and access control systems.
• Become proficient in the operation and monitoring of the Verkada Security camera systems, utilizing it’s features to enhance security surveillance and incident response.
• Conduct regular interior and exterior patrols of the facility to ensure safety and security.
• Respond promptly to security incidents, alarms, and alerts.
• De-escalate conflicts and resolve disputes among guests using de-escalation training and conflict resolution techniques.
• Document all security incidents, observations, and actions in a detailed and accurate manner.
• Enforce shelter rules and regulations, ensuring compliance with security protocols.
• Communicate effectively with staff, volunteers, and external security personnel as needed.

Resident Support: Assists with the daily operation of programs and creates a safe and welcoming environment.

• Primary point of contact for visitors, volunteers and donors directing them to the correct WM (Wheeler Mission) staff person.
• Checks guests in and out using guest software, in accordance with Wheeler policies and procedures. Informs staff of any guests not returning through written form.
• Provides guests with counsel and guidance when needed and appropriate, using approved techniques and scripture. Primary point of contact for conflict resolution among guests during the assigned shift.
• Assists with monitoring meals, ensuring that assigned daily tasks are complete.
• Collaborates with other staff in facilitating nightly activities for the guests and supervises these activities.
• As appropriate to role, mediates disputes and records the incidents leaving this information for the Director and other program staff.
• Greets volunteers, showing them to their volunteer area and providing supervision as needed.
• Assists with special events and other program duties as assigned.

Administrative Responsibilities: Performs a variety of administrative tasks to support the program operations.

• Meets daily with team members and supervisor to review any guest changes and situations that need to be addressed.
• Participates in daily, weekly, and other regular program meetings.
• Completes paperwork, incident reports, and required reporting.
• Provides a monthly report, and as necessary, to the Executive Team on security at the site.

Leadership Responsibilities: In addition to the primary duties, the GSC II:

• Provides task/shift supervision under the direction of the Guest Services Manager
• Mentors 2-4 assigned GSC I team members.

REPORTING RELATIONSHIPS

This position has no direct reports but assists with the supervision of GSC I’s and volunteers. Serves as the main point of contact for conflict resolution.

Competencies Required

Unique for this job

Unique for this job

Unique for this job

Adaptability

Collaboration

Compassion

Guest/Customer Focus

Listening

Timeliness

Emotional Intelligence

Patience

Safety and Security

Conflict Resolution

Communicates Effectively

Detail-oriented

MINIMUM QUALIFICATIONS

Education/Experience

• 1+ years of Social Service Experience
• High School Diploma or HSE
• Ability to be flexible for different shifts, work hours, or occasional weekends as needed. The GSC position is staffed 24 hours a day and shifts may change at the discretion of the Director. On occasion, the role may have extended hours or overtime as the guest census requires.
• Familiarity with the Wheeler Mission program focus and our residents’ experience, including addiction support, mental health issues, and trauma support, strongly preferred.

Required Knowledge Areas for Success (may be developed on the job):

• Guest Relations
• De-escalation, Trauma Informed Care, Mental Health Support

Technical/Software Knowledge

• Basic Proficiency in Microsoft Office Suite, including email and Word.
• Basic Proficiency in Mission Tracker Software and Pay Com.
• Ability to become proficient in Verkada Security camera systems.

Mission Alignment

• Belief in the inerrancy of the Holy Bible
• Alignment with WM values
• Adherence to WM Employee Policies

Physical Requirements

To perform the essential job functions of this position, with reasonable accommodations, a candidate must be capable of performing many physical functions including:

• Walking short distances with the ability to walk up and down stairs
• Physical dexterity sufficient to operate standard office equipment
• Physical ability to perform normal office functions including sitting for prolonged periods of time and the endurance to remain standing for prolonged periods of time
• Strength to lift office supplies and equipment up to 20 pounds.

Other Requirements for Employment

• Conflict of Interest Policy, Confidentiality Policy, and Statement of Faith
• Post-offer acceptable background check required for all positions
• All employees must sign and adhere to WM Drugs and Alcohol policy and remain free from addiction to drugs or alcohol and illegal drug use. Candidates must submit to and pass a drug and/or alcohol test. This drug and/or alcohol testing may occur any time after the applicant receives a conditional offer of employment.

Disclaimer: Although WMM has attempted to accurately and thoroughly describe this position, WMM reserves the right to change the same, including to change, add to or subtract from the duties outlined, within the sole discretion of WMM, at any time, with or without advance notice. This position description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This position description is not an employment contract, implied or otherwise. The employment relationship remains “at-will.” The aforementioned job requirements are subject to change to reasonably accommodate qualified individuals with disabilities.