Guest Services and Security Coordinator

Description

Job Title: Guest Services and Security Guard

Reports to: Facilities Manager

FSLA Status: Non-Exempt, Full-Time

Department: Facilities

Level: S2

The Guest Services and Security Guard plays a crucial role in maintaining a safe and supportive environment within the sites this position serves. This position will provide Security support and guest service support at 2 locations, Serving Seniors Wellness Center during weekend operating hours, and Seltz Center, Monday through Wednesday. This position serves as a central security point, partnering closely with the Health and Social Services (HSS) team and Nutrition Team during meal services, to monitor client activities and proactively address potential issues.

This position is responsible for enforcing the Client Code of Conduct, responding to incidents, and providing a visible, reassuring presence for both clients and staff. This role requires a balance of firm boundary-setting and compassionate, de-escalation-focused engagement to support our community of low-income and elderly clients, including those experiencing homelessness.

• Client Engagement and Support: Serve as a primary point of contact at the entrance of the building, fostering a welcoming and secure atmosphere. Build rapport with clients while maintaining professional boundaries to support a safe community environment.
• Policy Enforcement: Consistently and fairly enforce the Client Code of Conduct, addressing violations with firmness, respect, and dignity. Clearly communicate facility rules and expectations to clients.
• Incident Response and De-escalation: Respond promptly to incidents within the facility, including client disputes, medical alerts, and behavioral issues. Employ conflict de-escalation strategies and techniques to resolve situations peacefully and safely.
• Investigation and Reporting: Conduct thorough investigations into policy violations and security incidents. Draft detailed, accurate, and objective incident reports for all occurrences.
• Record Keeping: Act as a primary record keeper for security incidents. Maintain and catalog all incident reports in the designated system, ensuring records are organized, accurate, and accessible for review by management.
• Collaboration and Communication: Partner closely with the HSS and Nutrition teams to share information, coordinate on client support strategies, and ensure a unified approach to client management. Communicate critical incident information to all site staff as appropriate.
• Facility Monitoring: Monitor interior common areas by touring spaces, including the lobby, dining room, and lounges, to ensure a safe and orderly environment. Identify and report any safety hazards, maintenance issues, or security vulnerabilities.
• Emergency Response: Act as a key responder for internal emergencies, such as medical events or altercations, and follow established protocols, including the use of alert processes.
• Food Handling: As required, assist in providing meal services at either location.

Education: High school diploma or equivalent.

Experience: Minimum of 3‑5 years of security experience. Experience working with vulnerable populations, including homeless, low‑income, or elderly individuals, is highly preferred.

Licensure &

Certifications:

Must possess a valid California Guard Card. Must have a valid California driver's license.

Knowledge, Skills, and Abilities:

• Conflict De-escalation: Must be well‑versed in conflict de-escalation strategies and techniques, with the ability to remain calm and composed under pressure.
• Firm Communication: Ability to communicate boundaries and enforce policies clearly, firmly, and respectfully without being passive or overly aggressive.
• Interpersonal
  
  Skills:
  
  Strong ability to build rapport and interact effectively with individuals from diverse backgrounds and with varying needs.
• Reporting and Documentation: Excellent written communication skills with the ability to draft clear, concise, and accurate incident reports.
• Collaboration: Proven ability to work effectively as part of a team, especially in partnership with social services staff.
• Problem‑Solving: Strong critical thinking and problem‑solving skills to quickly assess situations and determine the appropriate course of action. Unarmed security professional.

• Onsite position, primarily stationed at the entrances of duty day site but requires mobility throughout the facility.
• Regularly required to stand, walk, and sit for extended periods.
• Must be able to respond quickly to incidents anywhere within the building.
• The employee must occasionally lift and move up to 20 pounds.
• Wednesday - Sunday schedule.