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Guest Services Navigator
Guest Services NavigatorKnox Area Rescue Ministries • Knoxville, TN, US
Guest Services Navigator

Guest Services Navigator

Knox Area Rescue Ministries • Knoxville, TN, US
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Job Description

Job Description

Position Title : Guest Services Navigator

Department : Programs

Reports To : Guest Services Manager

Job Classification : Non-Exempt

Summary :

The Guest Services Navigator creates a safe, respectful, hospitable environment by providing overwhelming biblical hospitality and sharing the love of Jesus Christ as well as the basic necessities of life to support the care of those experiencing homelessness. The Guest Services Navigator utilizes community knowledge and administrative skills to advocate in connecting guests to needed resources inside and outside of KARM. This position monitors The Wing, men’s and women’s dorm, courtyard, and front entrance.

Responsibilities :

  • Greet all new incoming guests and those that have recently been re-admitted to assist them with the following responsibilities :

Complete intake for new guests.

  • Provide them with a tour of the building
  • Assign them their bed number
  • Assign them the combination for the bed locker
  • Walk through the hotbox routine
  • Provide them with a description of program opportunities and rules
  • Help staff The Wing, men’s and women’s dorm, and courtyard throughout the day.
  • Provide and maintain a class schedule
  • Assist with case management appointment scheduling
  • Help with the common room and dorm cleanliness
  • Assist with laundry assignment and oversee the laundry room
  • Help oversee the clothing closet and temporary bag storage
  • Provide a safe and welcoming environment in NaNew’s Courtyard
  • Maintain accurate documentation and case notes
  • Respond to crisis situations and de-escalate conflicts when necessary
  • Treats guests with overwhelming biblical hospitality and respect.
  • Provides spiritual comfort through listening, prayer, and sound biblical consolation to guests as the opportunity presents itself.
  • Is responsible for daily bed assignments
  • Ensures the safety and security of the environment for guests, employees, and volunteers.
  • Represents KARM appropriately to guests, volunteers, donors, and partner agencies.
  • Exhibits a caring Christian lifestyle to guests, co-workers, volunteers, and donors.
  • Establishes with residents, volunteers, interns, and employees a beginning sense of safety and hope, for personal growth and change.
  • Leads with a basic understanding of mental illness, alcohol and drug addiction issues, physical and sexual abuse, and poverty, specifically in regard to those affected by these.
  • Performs administrative duties as needed.
  • Help staff The Wing, men’s and women’s dorm, and courtyard throughout the day.

    • Requirements :

  • Ability to share the Gospel and demonstrate Christian values and beliefs when interacting with guests, peers, and the public.
  • Ability to show compassion, set appropriate limits, and exercise mature judgment regarding any necessitated service restriction,
  • Have a basic understanding of mental illness, alcohol and drug addiction issues, physical and sexual abuse, and poverty, specifically in regard to how to communicate with guests affected by these, how to identify and respond to a crisis, and how to defuse situations.
  • Ability to safely defuse tense situations and to de-escalate potentially harmful or violent situations.
  • Competent user of Microsoft Office applications and other office equipment.
  • Ability to give direction to others; high degree of flexibility and resourcefulness.
  • CPR and Basic First Aid, desired.
  • AS or equivalent education and experience.
  • 2-3 years related experience preferred.
  • Basic organizational and follow-up skills.

    • Working Conditions :

  • Ministry campus facility where emergency rescue services are provided.
  • Exposure to stressful client situations requiring compassion and discernment.
  • Walking, standing, sitting, bending, and minimal lifting required.
  • Attendance at meetings and occasional special events.

    • Employees of Knox Area Rescue Ministries will also adhere to the following guidelines :

  • Agreeing in principle and practice with the vision, mission, and values of Knox Area Rescue Ministries
  • Commitment and agreement to KARM’s statement of faith and guiding values
  • Commitment to Christian faith required; spiritually mature
  • Ability to share the Gospel and demonstrate Christian values and beliefs with action, words, and attitude
  • Praying with guests, staff, and volunteers
  • Maintaining healthy boundaries with guests, staff, and volunteers
  • Embrace the accountability process that leads to self-evaluation personally as well as to guests and staff
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