Guest Services Weekend Manager

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

Key Responsibilities

Leadership & Staff Supervision

• Provide direct supervision, support, and guidance to weekend Guest Services staff, ensuring proper coverage and performance.
• Conduct regular check-ins with staff to address concerns, provide coaching, and reinforce expectations.
• Act as the primary point of contact for weekend staff, ensuring effective communication and collaboration among team members.

Shelter Operations Oversight

• Manage overall shelter operations Saturday-Sunday, ensuring all areas (front desk, kitchen, clothing room, and laundry facilities) are functioning effectively.
• 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.
• Ensure proper documentation is maintained in HMIS.

Program & Volunteer Coordination

• Support Case Managers and other client services teams by providing helpful information, resources, and assistance as needed.
• Manage volunteer groups in collaboration with the Volunteer and Community Engagement Manager, facilitating tours and ensuring successful engagements.

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.

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 kitchen and 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.

Qualifications

• Proven experience working with individuals from diverse cultural, ethnic, and social backgrounds.
• Strong leadership and multitasking abilities with a capacity to manage crises effectively.
• Experience in supervising and motivating staff teams, preferably in a shelter or social services setting.
• 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.
• Commitment to Austin Street Center’s mission and philosophy of providing hope, support, and resources for those experiencing homelessness.

Core Values

• Kindness: Cultivate trust and compassion in all interactions.
• Empowerment: Inspire clients and staff to achieve their fullest potential.
• Determination: Take initiative and persevere through challenges.
• Diversity: Embrace differences as a strength and opportunity for growth.

Skills/Requirements:

• Minimum High school diploma or GED, preferably some coursework completed in human services or a related field (social work, sociology, psychology, etc.)
• Basic computer skills supporting Microsoft suite of products.
• Bilingual in Spanish preferred
• Ability to communicate proactively and effectively, both orally and in written communication
• Experience with and sensitivity to varying cultural, ethnic, and social backgrounds, values, and attitudes
• Ability to remain positive, motivated, and kind toward a demanding clientele