Guest Services Lead

Mission of Austin Street Center: Founded in 1983, Austin Street Center provides emergency shelter and meets the basic needs of the most vulnerable people experiencing homelessness in Dallas.

Core Values: Kindness, Trustworthiness, Empowerment, Determination

Position Purpose

The Guest Services Lead serves as the operational leader of the assigned shift.  In addition to performing Guest Services Associate functions, the Lead coordinates daily operations, monitors service quality, coaches staff, resolves routine operational issues, and ensures compliance with agency policies, procedures, and service standards.  The Lead is accountable for overall shift performance and serves as the primary operational resource when management is not present.

In this and any position at Austin Street Center it is impossible to predict the many requests and assignments that can and will be made on an employee.  Flexibility and a cooperative spirit are crucial characteristics of the person who holds this important position and for the successful operation of Austin Street Center services.

Departmental Expectations

• Attend regular one-on-one supervision with their direct supervisor.
• Participate actively in team, department, and all-staff meetings as scheduled.
• Assist in training new team members on the expectations and best practices their daily work activities.
• Assist other teams and departments (Client Solutions, Kitchen, Security, Advancement, etc.) as appropriate by request.
• Participate in the operation of inclement weather shelter operations and activities as appropriate by request.
• Provide coverage as requested on at least one agency holiday per year to ensure consistent 24/7 operation of critical services.
• Operate with a trauma-informed, housing first, harm reduction mindset to assist people they serve through the stages of change and achieve recovery from homelessness.
• Operate with a motivational interviewing perspective toward the client, rather than a directive or demanding posture.

Team Member Expectations

Crisis Intervention

• Assist assigned clients to navigate critical incidents and crises to minimize harm to themselves and others.
• Coach team members real-time during incidents to engage clients with a trauma-informed and solution-focused perspective to minimize harm to the client.
• Serve as escalating authority during incidents, and sign off on incident report completion before submission to leadership.

Client & Shelter Support

• Coordinate daily activities and priorities of Guest Services Associates during assigned shifts.
• Ensure required shift responsibilities, reports, inspections, bed checks, and operational tasks are completed accurately and on time.  Provide real-time coaching, guidance, and direction to staff.
• Serve as the first point of contact for client inquiries and incoming phone calls, directing inquiries as needed.
• Serve as acting shift leader when management is unavailable.

Shelter Operations

• Oversee daily chores, ensuring they are completed satisfactorily by clients, both indoors and outdoors.
• Ensure the cleanliness and organization of all common areas, sleeping quarters, restrooms, and showers.
• Resolve routine operational and client-service issues independently when appropriate.

Team Collaboration & Direct Client Support

• Act as the primary trainer for new team members in the processes of Guest Services.
• Sign processes to verify completion. Ensure effective communication and continuity between shifts.
• Model professionalism, accountability, and customer service standards.
• Provide headline updates and issues solutions in Level 10 staff collaboration meetings.

Quality Assurance and Compliance

• Conduct routine audits of logs, reports, documentation, and HMIS entries.
• Initiate corrective action when deficiencies are identified.
• Identify trends, recurring concerns, and process failures.
• Monitor onboarding progress and communicate training needs to management.
• Follow up with complainants to substantiate grievances received.
• Develop and communicate recommendations for operational improvements.

Key Performance Indicators

Individual-Level Performance Indicators

• Complete all KPIs expected of Guest Services Associates with timeliness and quality
• Demonstrate leadership, sound judgment, and operational awareness.
• Hold peers accountable to established expectations and standards and maintain high-quality documentation and service delivery.
• Complete documented follow-up with grievance complainants within two business days.
• Support a culture of professionalism, consistency, safety, and client-centered service.
• Complete team scorecard on a weekly basis and provide to leadership for review

Fundamental Skills, Knowledge, and Abilities Required

• Minimum High school diploma or GED, preferably some coursework completed in human services or a related field (social work, sociology, psychology, etc.)
• Previous experience in crisis intervention, case management, advocacy, and coordination of services in the area of homeless services highly desired
• Ability to communicate effectively, both orally and in written communication
• Demonstrates experience with and sensitivity to varying cultural, ethnic, and social backgrounds, values, and attitudes
• Intermediate to advanced familiarity with digital communication, including cloud-based software, e-mail, and Microsoft Office applications
• Must be able to lift 25 pounds on a regular basis
• Able to work outside in adverse weather conditions when needed
• Able to work in a noisy environment with a large group of people
• Bilingual in Spanish preferred
• Ability to remain positive, motivated, and kind toward a demanding clientele
• Proven experience working with individuals from diverse cultural, ethnic, and social backgrounds.
• Strong multitasking abilities with a capacity to manage crises effectively.
• Experience in providing quality customer service in a fast-paced environment.
• Excellent communication and interpersonal skills to build relationships and resolve conflicts.
• High level of adaptability, resourcefulness, and poise under pressure.
• Ability to work independently and manage time efficiently with minimal supervision.