Guest Services Lead; Pathways to Housing

Are you an experienced human services professional who enjoys supporting others, solving problems, and helping a team deliver consistent, high-quality service?

Guest House of Milwaukee is seeking a Guest Services Lead to provide hands-on leadership and support across our 24/7 shelter operations. This role works closely with the Director of Guest Services to coach staff, reinforce expectations, strengthen communication across shifts, and help ensure guests receive consistent, trauma-informed support.

The Guest Services Lead is a great opportunity for someone who is ready to take the next step in leadership while remaining connected to the day-to-day work of serving guests.

In this role, you will:

• Provide leadership, coaching, and day-to-day guidance to Guest Services staff.
• Promote consistent, trauma-informed guest services across shifts.
• Support staff in navigating complex guest situations, de-escalation, crises, and service needs.
• Reinforce agency values, professional expectations, residence rules, and established procedures.
• Review documentation for accuracy, timeliness, and quality and coach staff when improvements are needed.
• Monitor safety practices, identify concerns, and partner with the Director to address risks.
• Train and onboard new team members and support ongoing staff development.
• Help coordinate staffing assignments, short-term coverage needs, and communication across shifts.
• Identify operational gaps and work with the Director to improve processes and service delivery.
• Support the coordination and effectiveness of specialized assignments and services, including Food Services, Pathways, and Elder Justice support.
• Provide staff with constructive feedback and elevate significant performance or employee concerns to the Director.
• Participate in a rotating on-call schedule to support continuous facility operations. This includes responding to staffing needs and arranging coverage. If coverage cannot be secured, the on-call team member may be required to report to the facility and cover the shift.

• 2 years of experience in direct service, residential services, shelter services, or a related human services environment.
• Associate degree in human services or a related field and/or a comparable combination of education and relevant experience.
• Demonstrated proficiency in Guest Services II and Shift Lead–level responsibilities.
• Experience providing trauma-informed care, peer support, de-escalation, and crisis intervention.
• Experience working within recovery-oriented, low-barrier, or Housing First service models.
• Experience supporting individuals experiencing homelessness, mental health conditions, and/or substance use disorders.
• Ability to perform essential job functions with or without reasonable accommodation.

• Strong communication skills, including the ability to relay expectations clearly and support consistent staff performance.
• Proficiency in documentation practices, recordkeeping systems, and Microsoft Office (Word, Excel).
• Strong critical thinking, decision-making, and problem-solving abilities.
• Time management and organizational skills with the ability to prioritize multiple tasks.
• Ability to guide crisis response, support de-escalation, and model trauma-informed practices.
• Ability to multitask while maintaining attention to detail and service quality.
• Leadership skills including coaching, motivation, accountability, and promoting a positive team environment.
• Ability to maintain professionalism, emotional regulation, and appropriate boundaries in stressful situations.

• Experience coaching or mentoring staff in a human services environment.
• Exp…