Guest Services II- Pathways to Permanent Housing – Part-time 1st 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:

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: 1st shift Weekends; occasional 1st shift Weekdays

Essential Duties and Responsibilities:

Customer Service & Guest Experience

• Model and reinforce respectful, responsive, trauma-informed interactions with guests and visitors.
• Identify patterns or concerns in guest behavior and elevate issues requiring intervention.

Mission, Values & Conduct

• 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.

Safety & Emergency Response

• 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.

Administrative

• Participate in meetings and trainings; reinforce expectations and share learnings with peers.
• Complete documentation accurately and support GS I staff in meeting documentation expectations.

Areas of Responsibility

• Conduct dorm sweeps and reinforce quality standards in reporting and follow-up actions.
• Support cleanliness and organization routines, reinforcing standards across shared spaces.

Specialized Services Support

• 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.

Qualifications:

Minimum Qualifications (Required)

• 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.

Preferred Qualifications

• 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.

Required Skills & Abilities

Communication & Interpersonal Skills

• Ability to communicate clearly and reinforce expectations with peers.
• Ability to support conflict resolution and redirect peers respectfully.

Safety, Crisis Response & Protocol Adherence

• Ability to intervene in escalating situations and guide GS I staff in safety expectations.
• Ability to follow and reinforce safety and crisis protocols.

Time Management & Organization

• Ability to prioritize tasks and assist peers in remaining organized and on schedule.

Technology & Documentation

• Ability to support GS I staff in meeting documentation standards and accuracy.

Professionalism & Emotional Regulation

• Ability to maintain composure in complex or emotionally charged situations and model steadiness for others.

Work Environment:

This job description outlines the general nature and essential functions of the role and is not an exhaustive list of all responsibilities. Work is performed in a homeless shelter environment, which can be fast-paced and unpredictable. Staff may encounter:

• Individuals experiencing medical, behavioral, substance-use–related, or mental health crises
• Exposure to bodily fluids, infectious diseases, and other biohazards consistent with congregate care settings
• The presence of pests (such as bed bugs, lice, or rodents) due to the nature of emergency and transitional housing
• Fluctuating noise or activity levels and occasional disruptive behaviors
• Indoor and outdoor environments, including varying temperatures during support tasks

Essential functions may require standing or walking for extended periods; moving…