Guest Services Manager

Summary: Ensure the provision of a warm and welcoming environment of Ho’okipa (hospitality) through effective leadership and coordination of the delivery of services to IHS guests/clients accessing and staying at IHS service sites. Develop and/or administer the policies and procedures that meet contractual and program outcomes, ensuring the health, safety and welfare of all IHS guests/clients, staff and visitors at designated service locations.

Essential Functions:

1. Demonstrate excellent customer service consistent with the standards contained in the Vision, Mission, and Values of the organization.

2. Lead, mentor, support, and provide timely coaching and training of the staff providing care for IHS guests; work collaboratively with Workforce Excellence/HR in all areas of performance management.

3. Develop, review and administer IHS policies and procedures in collaboration with IHS leadership as well as ensure that shelter referrals and program outcomes are met within the accreditation, contract and shelter guidelines and expectations.

4. Work collaboratively with other IHS program staff and external providers, ensuring that the needs of the guests/clients are consistently met; Support and monitor the short and long term housing and care plans for each guest/client.

5. Monitor expenses to stay within approved budgets, accurately and timely approve payroll, execute supply requisitions, repair orders, and ensure that IHS equipment is used appropriately by staff.

6. Ensure data integrity of all intakes, exits, the VI-SPDAT as part of Coordinated Entry and other program documentation are accurately inputted into systems of record including but not limited to HMIS and SAMi; ensure IR’s (incident reports) and emergency situations are documented.

7. Ensure that drills, emergency procedures and protocols are in place, including but not limited to situations involving fires, evacuations, use of 911 emergency services, first aid, CPR, drills and codes etc; Serve as POC for emergency response at designated site(s) in an emergency.

8. Maintain a safe, clean environment of excellent customer service and ensure Crisis Prevention Intervention techniques (CPI) are used to diffuse situations in a non-violent manner; Schedule repairs and report potential hazards to Maintenance.

Other Duties:

1. Liaise and nurture relationships with neighboring businesses/homes to ensure the safety of guests and the community that IHS operates sites in.

2. Facilitate or ensure the facilitation of in-house meetings with guests, clients and staff, and the approval of guest appeals and late entries by guests.

3. Ensure both in-house and external volunteers are providing care and programs to IHS standards.

4. Attend all scheduled supervisions, mandatory training, general staff and department meetings.

5. Performs other duties and accepts responsibilities as assigned.

Position Type/Expected Hours of Work: Regular Full Time Monday through Friday. Available for emergency calls and situations that arise at designated service sites. Hours may include some evenings, weekends and holidays. Hours and days may vary based on the needs of the organization. Must be available to cover or find coverage at times if one of the shifts required management presence.

Competencies:

1. Leadership

2. Care coordination best practices

3. Communication & Conflict management

4. Problem solving/Customer service

5. Cultural Competency

6. Teamwork

Required Knowledge/Skills/Abilities:

1. Knowledge of homelessness, mental health and substance abuse issues.

2. Strong communication, interpersonal and written communication skills with an emphasis on conflict resolution.

3. Ability to motivate, problem solve and work independently under general direction.

4. Possess personal qualities of integrity, patience and commitment to mission.

5. Flexible and able to multitask; can work within an ambiguous, fast-moving environment.

Required Education and Experience:

1. Minimum HS diploma/GED equivalent.

2. Two to three years of experience in direct service working with disenfranchised or medically fragile populations and experience leading projects or small teams.

3. Strong computer skills; able to navigate Google platform, Microsoft applications and databases.

4. Valid Driver’s License and clean traffic abstract.

5. CPI certified or able to pass at IHS.

6. CPR and 1st Aid certified or able to certify through IHS.

Preferred Education and Experience:

1. Associates or Bachelor’s Degree in business, hospitality, or human services field.

2. Three to five years management experience or supervisor experience in a group home or shelter setting servicing disenfranchised and/or medically fragile clients.

IHS is an Equal Opportunity Employer, maintains a Drug and Alcohol-free Workplace, and an employer of national service.