Guest Services Representative

General Statement of Responsibilities:

• The Guest Services Representative works under the supervision of the Director of Emergency Services and is responsible for the overnight operation of UCC's Emergency Shelter in compliance with all applicable county, state, and funder requirements. This role ensures the safety, dignity, and well-being of shelter guests while supporting a trauma-informed, person-centered environment.
• The Guest Services Representative provides direct care, peer-to-peer support, and mentoring to guests, recognizing lived experience as a strength and promoting stabilization, engagement, and progress toward self-sufficiency. This position requires adherence to agency policies, contractual performance standards, data collection and reporting requirements, and all relevant health, safety, and confidentiality regulations.

Essential Job Functions:

The Guest Services Representative will:

• Prepare the shelter to receive guests in accordance with county and state shelter standards, including setting up tables and chairs, checking HVAC systems, linens, lighting, and overall facility readiness.
• Support and orient volunteers to program policies, trauma-informed practices, and safety procedures under the guidance of the Director of Emergency Services.
• Support the shelter opening at 4:00 p.m., ensuring compliance with contractual and operational requirements.
• Ensure proper sign-in, identification, and accountability procedures for all guests, consistent with funder and regulatory guidelines.
• Support basic intake and screening assessments for new clients using approved tools and protocols.
• Maintain safety, order, and a respectful environment, utilizing de-escalation techniques and promptly reporting incidents, critical events, or policy violations to the Director of Emergency Services.
• Respond appropriately to emergencies, conflicts, or difficult situations using trauma-informed and crisis-intervention principles.
• Maintain accurate, timely, and confidential documentation, including logs, sign-in sheets, incident reports, and required data collection for county, state, and funder reporting.
• Conduct nightly wellness checks of all guests and ensure lights are turned off by 11:30 p.m., consistent with shelter policies.
• Perform regular documented rounds of the facility to ensure safety, security, and guest well-being.
• Wake guests by 6:30 a.m. in a respectful and supportive manner.
• Ensure cleanliness, sanitation, and organization of all program-related areas in accordance with health and safety standards.
• Attend and actively participate in required staff meetings, trainings, and compliance-related briefings, including trauma-informed care and mandated reporting.
• Ensure the building is empty, secured, and locked before leaving the facility, following established security protocols.
• Perform other duties as assigned by the Director of Emergency Services in support of contractual obligations and program goals.

Additional Responsibilities:
Guest Services Representatives may be required to remain on duty and cover an additional shift in cases of emergency, inclement weather, Code Blue activations, or when scheduled relief does not report to work and alternative coverage cannot be secured. Staff must comply with all emergency response protocols and directives issued by county or state authorities.

Qualifications:
High school diploma or equivalent required; additional education in human services, social work, office administration, or a related field is a plus.

• Experience working in emergency shelters, supportive housing, behavioral health, customer service, or similar human services environments preferred.
• Demonstrated ability to engage individuals with dignity, empathy, and respect, including individuals experiencing homelessness, trauma, mental health challenges, or substance use disorders.
• Strong interpersonal, verbal, and written communication skills.
• Ability to apply trauma-informed, harm-reduction, and peer-support principles in daily interactions.
• Strong organizational skills and attention to detail, with the ability to multitask and meet documentation and compliance requirements.
• Proficiency in computer applications, including Microsoft Office Suite (Word, Excel, Outlook), and ability to learn required data systems.
• Demonstrated ability to handle sensitive and confidential information in compliance with HIPAA, HMIS, and other applicable regulations.
• Knowledge of community resources, coordinated entry systems, and social service networks is preferred.
• Bilingual proficiency (English/Spanish) is a plus.
  Ability to work overnight shifts, weekends, holidays, and during emergency or extreme weather events.

Work Environment & Shelter Overview:

United Community Corporation operates a 120-bed emergency shelter serving men and women in downtown Newark. The shelter:

• Operates 24 hours a day, 7 days a week, 365 days a year.
• Provides sleeping hours from 8:00 p.m. – 8:00 a.m.
• Offers case management and day program services from 8:00 a.m. – 8:00 p.m.

Facility highlights include:

• Three-floor facility (approximately 5,000 square feet per floor).
• Separate floors for men (75 beds) and women (45 beds).
• Dormitory-style sleeping areas with single and bunk beds.
• TV and reading rooms.
• Daily laundered bedding (clean sheets, pillowcases, blankets, and mattress encasements).
• Shower facilities with toiletries (8 showers, 6 sinks, 6 toilets).
• Courtesy phones for guest use.
• Commercial washer and dryer available for guest laundry.
• Centrally air-conditioned and heated building.
  Private spaces for confidential interviews and client services.

The shelter is conveniently located near public transportation and community-based partner organizations that support guests' pathways to stability and self-sufficiency.

Equal Opportunity Employer Statement:

United Community Corporation is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.