Guest Services Specialist

Job DetailsJob Location: Charlotte, NC 28206Position Type: Full TimeRoof Above

Roof Above is a comprehensive homeless service provider. Our mission is to unite our community to end homelessness, one life at a time. Focusing on individuals experiencing homelessness, Roof Above offers a continuum of services ranging from street outreach to a Day Services Center, emergency shelter, and housing. Roof Above’s services and programs reach approximately 1,400 individuals each day across all our services combined.

Position Summary

The Guest Services Specialist serves as a primary point of contact for individuals entering Roof Above shelter services. This role is responsible for conducting guest intakes and orientations, supporting diversion efforts, assisting with shelter bed assignments, and helping guests navigate available services and resources.

Because the intake process is often a guest's first interaction with Roof Above, this position requires excellent communication skills, the ability to quickly build rapport, maintain professional boundaries, and provide services with dignity, compassion, and respect. The Guest Services Specialist works collaboratively with multiple departments to support a safe, welcoming, and effective shelter environment while helping individuals move toward housing stability.

Essential Functions

Guest Intake and Orientation

Conduct intake and orientation services for individuals entering shelter programs.

Responsibilities include

Meeting with guests selected for shelter placement
Collecting demographic, household, and homelessness history information
Completing intake paperwork, consents, releases, and required documentation
Entering and maintaining accurate records in the Homeless Management Information System (HMIS)
Explaining shelter expectations, policies, schedules, and available services
Assessing immediate needs and connecting guests to appropriate programs and resources
Supporting guests in understanding next steps and available opportunities for assistance
Building positive and respectful relationships with guests from their first interaction with Roof Above

Diversion Services

Assist individuals seeking shelter by exploring safe and appropriate alternatives when available.

Responsibilities include

Conducting diversion conversations and assessments
Exploring family connections, natural supports, previous housing options, and other alternatives to shelter
Assisting guests with problem-solving and resource identification
Connecting individuals to community resources and partner agencies
Documenting diversion efforts and outcomes according to agency standards

Shelter Lottery and Bed Assignments

Support the shelter placement process to maximize available shelter resources.

Responsibilities include

Assisting with daily shelter lottery operations
Contacting individuals selected for shelter placement
Verifying eligibility and placement information
Coordinating bed assignments with shelter staff
Maintaining accurate bed availability and occupancy records
Communicating placement updates between shelter campuses and departments

Guest Services and Shelter Operations Support

Provide operational support to ensure a safe, organized, and welcoming shelter environment.

Responsibilities include

Assisting guests with questions and service navigation
Supporting guest transitions throughout shelter programs
Conducting roving and maintaining a visible staff presence on shelter campuses
Assisting with guest escorts and bed assignments as needed
Reporting guest concerns, incidents, and operational issues to supervisors
Supporting afternoon and evening shelter operations
Collaborating with Guest Services, Shelter Operations, Housing Navigation, Security, and other departments

Outreach and Community Engagement

Support outreach and engagement activities designed to connect individuals experiencing homelessness with available resources.

Responsibilities include

Providing information about shelter services and community resources
Connecting individuals with housing, healthcare, behavioral health, and supportive services
Assisting with Point-in-Time Counts, surveys, focus groups, and special initiatives
Supporting outreach efforts at the Lucile Giles Campus and in the community as needed

Documentation and Confidentiality

Maintain accurate and timely records while protecting guest privacy.

Responsibilities include

Completing documentation in HMIS and other agency systems
Maintaining confidentiality of all guest information
Following agency policies regarding consent and Release of Information requirements
Protecting confidential information from unauthorized access or disclosure
Maintaining professional boundaries in all guest interactions

Additional Duties

Participate in training, meetings, and professional development opportunities
Assist with emergency response and shelter operations during critical incidents
Perform other duties as assigned to support shelter operations and agency goals

Work Environment

Requires work in a fast-paced environment with diverse people including persons with mental illness and substance abuse. Requires much physical movement and multitasking. Must be able to sit, stand, walk, and move throughout shelter facilities for extended periods, with reasonable accommodation as needed. Must be able to occasionally lift up to 25 pounds. This position is regularly scheduled Tuesday through Saturday from 12:00 PM to 8:00 PM. The schedule is designed to provide dedicated coverage for guest intake and orientation during afternoon and evening hours while supporting diversion services, shelter operations, bed assignments, and guest engagement activities.
QualificationsEducation, Experience and Skills Required

High School Diploma or equivalent required. Associate's or Bachelor's degree in Human Services, Social Work, Psychology, Criminal Justice, or a related field preferred
Ability to engage individuals experiencing homelessness with empathy, dignity, and respect.
Strong interpersonal, communication, and relationship-building skills
Excellent organizational and documentation skills
Ability to manage multiple priorities in a fast-paced environment.
Strong problem-solving and conflict-resolution abilities
Ability to remain calm and professional during challenging situations.
Proficiency with computer systems and accurate data entry
Ability to work collaboratively across departments.
Experience in homeless services, shelter operations, case management, crisis intervention, customer service, or a related field preferred

Other Requirements

Must possess a current and valid driver’s license, and ability to be insured on the agency’s automobile policy.
Experience in homeless services, shelter operations, case management, crisis intervention, customer service, or a related field
Experience using HMIS or similar database systems preferred
CPR and First Aid certification, or ability to obtain certification within 60 days of hire

OUR VALUES:

Heart for the Work

We choose this work and embrace this place.
We practice radical compassion.
We each do our unique part to end homelessness.

Solution-Oriented

Grounding ourselves in what we know, we imagine what is possible.
We are intentional about getting the right people involved and we move towards effective action.
We are exhaustive in our search for solutions.

Bring Our Best

We practice self-care, self-awareness, and safety.
We recognize what we need to let go of to move forward.
We exercise diligence and grit.

Value Others

We honor the profound worth of each life and our work reflects it.
We meet people where they are and approach others with genuine curiosity.
We know we can’t do it alone. We are stronger and smarter together.

Roof Above is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees