Guest Services Associate

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

Core Values: Kindness, Trustworthiness, Empowerment, Determination

Position Purpose:
The Guest Services Associate serves as a key point of contact for client inquiries, shelter operations, and incoming communications. This role ensures the smooth operation of the Welcome Center, provides direct support to clients, and facilitates essential shelter services. The ideal candidate is compassionate, resourceful, and committed to maintaining a safe and supportive environment.

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, harm reduction and the mindset to assist people we serve through the stages of change and achieve recovery from homelessness.

Team Member Expectations

Crisis Intervention

• Assist team members to engage clients with a trauma-informed and solution-focused perspective to minimize harm to the client.
• Utilize training provided to deliver CPR or life-saving care when necessary and appropriate.

Client & Shelter Support

• Serve as the first point of contact for client inquiries and incoming phone calls, directing inquiries as needed.
• Maintain service sign-up lists and track services provided.
• Respond to all phone messages received during the shift.
• Provide clear and helpful information to clients regarding shelter services and expectations.

Shelter Operations

• Oversee daily chores, ensuring they are completed satisfactorily by clients.
• Ensure the cleanliness and organization of all common areas, sleeping quarters, restrooms, and showers.
• Oversee daily client chores to meet shelter standards, both indoors and outdoors.
• Maintain well-stocked supplies (office materials, hygiene items, OTC medications) and ensure the Guest Services area is orderly at the end of each shift.
• Accurately track and report client activity, including entry/exit logs and movement restrictions, in the Daily Exit Log.
• Document warnings, restrictions, and incidents in both written records and the HMIS system.

Documentation of Services

• Document services provided in our electronic recordkeeping system within one business day.
• Complete documentation with rigorous and thorough attention to quality.

Team Collaboration & Direct Client Support

• Foster a safe, healing, and respectful environment for all clients and staff.
• Promote smooth intake and orientation of new clients, helping them acclimate to shelter expectations.
• Deliver exceptional customer service, treating all clients with dignity and respect.
• Support Case Managers, Case Aides, and Kitchen staff as needed.
• Ensure smooth shift handoff by communicating with overnight staff.

General Duties

• Perform regular bed checks to ensure compliance with shelter policies on personal property, cleanliness, and baggage restrictions.
• Ensure mop buckets, showers, and laundry operations run efficiently.
• Provide support to the clothing room as needed.
• Monitor shelter access points, including the gate pad, to ensure controlled entry.
• Answer phones and respond to voicemails promptly during each shift.

Required Skills, Knowledge, and Abilities

• High school diploma or equivalent; additional education in social services preferred.
• Strong organizational, communication, and problem-solving skills.
• Ability to manage multiple priorities independently in a fast-paced environment.
• Commitment to maintaining a safe, respectful, and empowering atmosphere for all.
• Physical ability to lift 25–50 lbs and perform tasks involving standing, walking, and bending.