Guest Services Specialist

Job Details

• Job Location:
  
  Charlotte, NC 28206
• Position Type:
  Full Time
• Roof Above

Roof Above is a comprehensive homeless service provider. Our mission is to unite our community to end homelessness, one life at a time. Focusing on individuals experiencing homelessness, Roof Above offers a continuum of services ranging from street outreach to a Day Services Center, emergency shelter, and housing. Roof Above’s services and programs reach approximately 1,400 individuals each day across all our services combined.

The Guest Services Specialist serves as a primary point of contact for individuals entering Roof Above shelter services. This role is responsible for conducting guest intakes and orientations, supporting diversion efforts, assisting with shelter bed assignments, and helping guests navigate available services and resources. Because the intake process is often a guest's first interaction with Roof Above, this position requires excellent communication skills, the ability to quickly build rapport, maintain professional boundaries, and provide services with dignity, compassion, and respect.

The Guest Services Specialist works collaboratively with multiple departments to support a safe, welcoming, and effective shelter environment while helping individuals move toward housing stability.

Conduct intake and orientation services for individuals entering shelter programs.

Responsibilities include:

• Meeting with guests selected for shelter placement
• Collecting demographic, household, and homelessness history information
• Completing intake paperwork, consents, releases, and required documentation
• Entering and maintaining accurate records in the Homeless Management Information System (HMIS)
• Explaining shelter expectations, policies, schedules, and available services
• Assessing immediate needs and connecting guests to appropriate programs and resources
• Supporting guests in understanding next steps and available opportunities for assistance
• Building positive and respectful relationships with guests from their first interaction with Roof Above

Assist individuals seeking shelter by exploring safe and appropriate alternatives when available.

Responsibilities include:

• Conducting diversion conversations and assessments
• Exploring family connections, natural supports, previous housing options, and other alternatives to shelter
• Assisting guests with problem-solving and resource identification
• Connecting individuals to community resources and partner agencies
• Documenting diversion efforts and outcomes according to agency standards

Support the shelter placement process to maximize available shelter resources.

Responsibilities include:

• Assisting with daily shelter lottery operations
• Contacting individuals selected for shelter placement
• Verifying eligibility and placement information
• Coordinating bed assignments with shelter staff
• Maintaining accurate bed availability and occupancy records
• Communicating placement updates between shelter campuses and departments

Provide operational support to ensure a safe, organized, and welcoming shelter environment.

Responsibilities include:

• Assisting guests with questions and service navigation
• Supporting guest transitions throughout shelter programs
• Conducting roving and maintaining a visible staff presence on shelter campuses
• Assisting with guest escorts and bed assignments as needed
• Reporting guest concerns, incidents, and operational issues to supervisors
• Supporting afternoon and evening shelter operations
• Collaborating with Guest Services, Shelter Operations, Housing Navigation, Security, and other departments

Support outreach and engagement activities designed to connect individuals experiencing homelessness with available resources.

Responsibilities include:

• Providing information about shelter services and community resources
• Connecting individuals with housing, healthcare, behavioral health, and supportive services
• Assisting with Point-in-Time Counts, surveys, focus groups, and special initiatives
• Supporting outreach efforts at the Lucile Giles Campus and in the community as needed

Maintain accurate and timely records while protecting guest privacy.

Responsibilities include:

• Completing documentation in HMIS and other agency systems
• Maintaining confidentiality of all guest information
• Following agency policies regarding…