Housing Advocate Guest Services Team Lead

Who We Are

The Road Home was founded in 1923 and has been a leader in the endeavor to end homelessness for over 100 years. We provide low-barrier emergency shelters, supportive services, and housing-focused-minded rental assistance that helps individuals and families step out of homelessness and back into the community. We are seeking compassionate and empathetic individuals who are interested in making a difference in the lives of others and their community. 
 

The Road Home is an Equal Opportunity Employer

Our mission to help people experiencing homelessness is strengthened by a highly qualified team with a variety of perspectives, backgrounds, and experiences. We are committed to fostering a workplace where everyone feels valued, respected, and empowered to contribute their unique strengths.

We welcome applicants from all walks of life who share our passion for ending homelessness, collaboration, and compassion. Together, we can create a supportive environment where every voice is heard, and every person has the opportunity to succeed.

The Road Home is a 501c3 non-profit social services agency whose mission is to help people step out of homelessness and back into our community.
Come be part of the solution.
We have a robust, reasonably-priced, and inclusive benefits plan for full and part-time employees (25-40 hours/week)

• Health Care Plan (Medical, Dental & Vision)
• HSA, FSA, HRA (We reimburse part of your deductible!)
• Retirement Plan (403B with TRH contribution and match)
• FREE Life Insurance for employees
• Paid Time Off (Vacation, Sick & 12 Public Holidays)
• One Floating Holiday Per Year
• Free Short Term & Long Term Disability
• Employee Assistance Program
• Free Training & Development
• Tuition Assistance for a wide variety of classes!
• Public Service Loan Forgiveness (PSLF) qualifying agency

JOB SUMMARY

The Housing Advocate Guest Services Lead serves as the first point of contact for guests, providing warm, professional, and trauma-informed customer service while monitoring activity in the lobby, entrance, and surrounding areas. This role is essential to maintaining a safe and welcoming environment by de-escalating conflicts and reporting concerns. Key responsibilities include answering phones, managing guest check-ins, and supporting overall facility cleanliness and organization. 

*Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. 

*This is an in-person position.  

Location

Pamela Atkinson Resource Center (PARC)

Reports to
Housing Advocate Supervisor

Position Status
Full-Time

Shift
Day Shift (7:00am-3:30pm),

Pay Grade and Starting Salary
Grade 5, $17.85/hour

FLSA Status
Non-Exempt

Essential Duties and Responsibilities 

1. Be stationed at the front desk to monitor all activity in the lobby, building entrance, and surrounding area. 
2. De-escalate conflicts and promptly relay any concerns, such as client issues, excessive trash, shopping carts, or neighbor interactions, to staff and management to ensure timely resolution. 
3. Observe and help regulate shelter activities to ensure rules and procedures are followed. 
4. Provide clear, specific, and consistent information to guests, including instruction on shelter rules, procedures, and available resources. 
5. Assist in maintaining a clean and safe facility by identifying special needs and reporting them to a supervisor, which includes performing basic cleaning tasks such as sweeping, mopping, sanitizing bio spills, and preparing workspaces for the next shift. 
6. Answer phones, take accurate messages, and respond to public inquiries in a courteous and informative manner. 
7. Collaborate with the team to continuously monitor client traffic, checking clients in and out per the Bed Management Report (BMR) as required. 
8. Work effectively as part of a coordinated team dedicated to serving the unsheltered population in our community. 
9. Follow all instructions and directives from the Shift Supervisor or Lead. 
10. Attend mandatory agency trainings, including Trauma-Informed Care, Housing Focused, De-escalation, Suicide Prevention, CPR, and more.  
11. Participate in emergency drills and environmental safety activities, as required. 
12. Follow all agency protocols for security, safety, and sanitation to maintain a clean and secure environment for guests and staff. 

*Other duties as assigned. 

*Reasonable accommodations may be considered to enable all individuals to perform these essential functions, so please still apply. 

Promoting Best Practice 

• Actively engage with and honor the unique backgrounds, identities, and experiences of all individuals we serve.  
• Advance the agency’s commitment to honoring diverse ethnic and cultural heritages through daily actions that foster genuine belonging.  
• Implement Housing Focused principles, risk management strategies, and high-access services as foundational to our mission. 
• Maintain healthy boundaries using trauma-informed approaches in all interactions. 

*Must pass a pre-employment background check and drug screening.  

Education and Experience 

• Experience working with diverse and/or vulnerable populations is preferred.  
• High School Diploma or GED is preferred.  

Skills and Expectations 

1. Demonstrate emotional regulation to remain calm and professional during high-pressure situations and unpredictable situations.  
2. Engage respectfully and effectively with people of all races, socio-economic backgrounds, and cultures. 
3. Exercise proper discretion and independent judgment to make sound decisions, at times without immediate supervision. 
4. Actively listen, demonstrate empathy, and provide supportive assistance to guests. 
5. Work effectively in a fast-paced, dynamic environment and skillfully manage multiple tasks. 
6. Set and maintain healthy boundaries with guests while consistently demonstrating respect and empathy. 
7. Utilize knowledge of community resources and connect guests with relevant support services. 
8. Strong boundary-setting skills and demonstrate the ability to set and maintain appropriate boundaries with guests. 
9. Strong interpersonal skills and ability to work with diverse populations. 
10. Provide thoughtful and attentive customer service by communicating clearly and handling difficult situations with professionalism, patience, and empathy. 
11. Use basic computer programs (email, spreadsheets, and more) and have basic computer skills. 
12. Ability to accept supervision, direction, and feedback with openness. 
13. Be reliable, dependable, and consistent in attendance.  

Physical and Equipment Requirements 

• Ability to lift and move heavy items up to 50 pounds.   
• Ability to sit, stand, and move for at least an hour at a time or more.  
• Ability to bend, squat, kneel, twist, push, and pull to perform job functions. 
• Ability to use stairs or steps. 
• Wear OSHA-required protective gear for safety.