Guest Services Specialist

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.

Position Summary 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.

Essential Functions Guest Intake and Orientation 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 Diversion Services 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

Shelter Lottery and Bed Assignments 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

Guest Services and Shelter Operations Support 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

Outreach and Community Engagement 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

Documentation and Confidentiality 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 consent and Release of Information requirements

Protecting…