Day Service Coordinator en Shelter House - Iowa City

Description

You are the first person guests, clients, and tenants see when they enter one of Shelter House's buildings. Service Coordinators connect people to the help they need and troubleshoot when folks need assistance with appointments, donation requests, and anything else that might come up.

Key Qualities:

• Commitment. You believe in Shelter House's mission to prevent and end homelessness in our community and are drawn not just to the work described in this posting, but to the fact that it is here.
• Curiosity. You have a habit of asking "why" or "how," which leads you to have excellent analytical skills and problem-solving ability.
• Organization. You know what needs to be done when, and you have methods in place to ensure you make that happen.
• Communication. When you write or speak, folks know exactly what you are saying, and the tone is appropriate to the audience.
• Detailed. Your record keeping is accurate and complete.
• Consensus-building. You have excellent interpersonal skills and can both mediate misunderstanding and negotiate to resolve conflict.
• Flexibility. You can adapt to the needs of the organization, its employees, and its clients.
• Patience. You can work with a diverse array of individuals in crisis and seek to de-escalate situations.
• Awareness. You are alert, focused, and tuned into the work environment.
• Judgement. You model sound decision-making and respond in rapidly changing situations. You take action and involve coworkers and management when necessary, and first responders when warranted.
• Humility. You understand that no necessary task is beneath any of us when it will advance the mission.
• Cooperation. You work well with members of your team and with folks in other departments.
• Growth-minded. You know and embrace that there is always more to learn and do.

Essential Duties and Responsibilities:

• Work within a team of Coordinators, Case Managers, and on-site service providers to ensure continuity of care - this includes attending team meetings.
• Keep all records, files, and property management systems up to date and accurate.
• Actively engage with tenant goals and care plans.
• Collaborate with on-site healthcare service providers to ensure continuity of care for all clients.
• Organize and direct building cleanliness activities, including junk removal.
• Assess programs' donation needs and communicate needs with appropriate internal staff.
• Complete, organize, and secure appropriate program forms pertinent to client information and confidentiality.
• Maintain a high level of professionalism with stakeholders and respond to requests in a timely manner.
• Always maintain a safe and sanitary environment.
• Tolerate unruly client behavior and continue to provide essential services to those in need.
• Ensure a trauma-informed workplace is achieved and maintained by demonstrating a balance of kindness, competence, and care towards self, others with whom we work, and those for whom we provide care.
• Responsible for enforcing building schedules to include the safety and supervision of individuals, property, meals, and volunteers.
• Staff the front desk, answer phone calls, and monitor security cameras and doors.
• Ability to always supervise clients and guests with dignity and mutual respect at all times.
• Provide resource information or triage questions for individuals and families  we serve and to those who call to apply or ask for information.
• Provide crisis intervention and de-escalation for conflict that may arise until resolved or a supervisor or Behavioral Health Coordinator can respond.
• Respond to emergencies, follow building/staff safety and emergency procedures, and call 911 when appropriate.
• Monitor visitors to the property and check-in/out visitors. Ensure visitors follow building rules and policies and remove unauthorized persons.
• Support and assist individuals with their needs as they arise (questions, concerns, hygiene, supplies, mail, cleaning supplies, bedding, food, and more).
• Ability to handle communications with the public, donors, and volunteers via phone or in-person.
• Provide clear and accurate information to clients, guests, and the public.
• Walk the exterior grounds and interior property regularly during shifts.
• Complete all client intakes, including relevant background checks (sex offender registry), and exit process.
• Maintain confidentiality.
• Record client interactions and building activities at least once per shift and complete proper documentation.
• Maintain sanitary conditions in all dormitory areas, common areas, and exterior.
• Perform laundry duties for the facility.
• Perform basic maintenance/custodial duties as needed (plunging toilets, turning off water) and report any major maintenance issues to your supervisor.
• Maintain order in the lobby/dining area during food services by coordinating logistics with the Kitchen Manager.
• Provide shadowing opportunities for new team members when assigned.
• Manage your time to focus on the most urgent and most important tasks.
• Answer emails before leaving each day.
• Confirm your time sheets each pay period.
• Attend meetings and training opportunities when requested or provide notice in advance of inability to attend meetings.
• Assist your coworkers across departments.
• All other duties assigned by your supervisor.

This position description is not intended to be a complete list of responsibilities, duties, or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

Reports to: Emergency Services Program Manager

Requirements

Required Skills:

• Ability to regulate emotions when responding to individuals in crisis.
• Empathetic, trustworthy, honest, and a team player.
• Proficient with Microsoft Office Suite or related software.
• Ability to enter and interpret information from various databases Shelter House uses.
• Strong organizational and communication skills.
• Ability to establish and maintain professional boundaries while working with clients, both at work and outside of work.
• Ability to thrive in a flexible, fast-paced, and growth-oriented environment while maintaining a positive solution-oriented and client-centered approach.
• Experience in crisis intervention and problem-solving with the ability to diffuse situations without heightening conflict.
• Understanding of or willingness to train in areas such as: Housing First, Trauma-Informed Care, Harm Reduction, diversity, equity, and inclusion.
• Strong interpersonal skills, ability to be compassionate and firm towards those using our services.
• Reliable transportation to get to your designated work site.

Education and Experience:

• High school diploma or GED.
• At least one (1) year of experience in the Human Service field.

Hours:

• Monday - Friday, 1st Shift (7:00 AM - 3:00 PM)
• 40 hours per week
• This is a full-time, benefit eligible role

Physical Requirements:

• Must be able to walk up and down stairs.
• Must be able to lift up to 30 pounds at times.

The physical demands and work environment are representative of those that must be met or encountered to successfully perform the essential functions of the job. In compliance with the Americans with Disabilities Act (ADA), Shelter House will provide reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

Interviews with qualified applicants will be conducted on a rolling-basis until the position is filled. Shelter House is an Equal Opportunity Employer and a United Way Agency.