Guest Services II- Pathways to - 3rd Shift

About Guest House of Milwaukee, the largest housing program provider in Wisconsin:

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.

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.

Scheduled Shift: 40 hours/week; 3rd shift (11pm-7am);
Weekdays and Weekends

• 11 paid holidays + your birthday paid!
• 3 weeks of vacation with 4 weeks of vacation after 1 year
• Paid mental health days
• Paid sick time
• FREE disability insurance
• FREE life insurance
• Health, Dental & Vision Insurance
• We are an eligible employer for public student loan forgiveness
• Growth & Development opportunities!

• 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.

• Elder Justice:
  Provide trauma-informed support to high-needs guests, including elderly clients, and model effective engagement strategies for peers.
• Pathways to Permanent Housing:
  Works directly with clients with additional behavioral or developmental needs, ensuring consistent support, documentation, and collaboration with case managers.

Other duties as assigned.

• 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.

• 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.

• 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…