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Director, Guest Services

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Nashville Rescue Mission is actively seeking a Director, Guest Services to join our team. The Director provides comprehensive leadership and supervision over Guest Services at both Men’s and Women’s campuses. The Director is responsible for setting the tone for a “whatever it takes” attitude for the department and works with the Vice President of Ministries to establish the respective culture for each guest’s experience. They will lead the team in providing temporary, safe, and supportive shelter for guests and navigate internal shelter supportive services to guide each guest to sustainable living. In this capacity, the Director lives out principles of discipleship and coaching for those under their supervision. The Director cultivates supportive relationships with other leaders within Nashville Rescue Mission and leads by example, modeling the Vision, Core Values, and Mission Statements of Nashville Rescue Mission.


Essential Duties:

- Regularly meets with the Vice President of Ministries to provide updates and reports as needed.
- Supports the Mission’s goals and objectives by following NRM Mission and Vision statements and the directives of the Mission’s senior leadership.
- Develops collegially, with the Vice President, Ministries, NRM’s case management resources providing assistance, offering hope, and a course of action for success to guests finding themselves experiencing homelessness due to economic conditions, mental illness, substance abuse, or long-term institutional homelessness.
- Leads, appropriately delegates, and ensures accountability to Assistant Directors, Supervisors, and team members to ensure a clean and safe environment in cohesive cooperation with the team.
- Provides encouragement directly through leadership of short-term programs such as Pathways to Work (PWTW) and Guest Volunteer Program (GVP) and indirectly through Case Managers as they follow the outlined course of action. - Ensures the ongoing validity and consistent application of the three-legged stool model of Job/Finance/Housing performance; ensuring that guests get directed appropriately based on their individualized needs.
- Oversees all in-house training for the Guest Services team, including first aid, CPR, Narcan, and passive self-defense and restraint techniques.
- Encourages and provides continuous attention to staff development, conducts and/or delegates performance evaluations of all Guest Services staff while identifying gap areas in performance in need of corrective action and/or counseling, up to and including termination.
- Ability to personally back-up or otherwise perform the tasks of guest interaction at a level above that which the Guest Services team is accountable in the day-to-day interaction with guests.
- Encourages and provides continuous attention to staff development, overseeing performance evaluations of Assistant Directors and Case Management Supervisors while identifying gap areas in performance in need of corrective action and/or counseling, up to and including termination.
- Troubleshoots grievances and provides guidance for Assistant Directors and Supervisors to proactively handle guest complaints, incident reporting, concerns, and problem areas.
- Provides materials, resource guides, and other supportive tools to finding help in Middle Tennessee so the team can accurately and efficiently offer community direction, support new Mission guests, and provide placement/referral assistance; maintains bus schedule display, and ensures that the Guest Services team is accurately giving out community resources and directions.
- Attends department head meetings, communicates clearly and thoroughly, and collaborates with other departments and programs as needed.
- Prepares written or verbal reports of program progress and attends board meetings as requested to give annual updates.
Maintains client records and makes sure all reporting of statistics are accurate, including monthly overtime and shift coverage reporting.
- Sets the tone for counseling culture, ensuring guests are offered robust services and are served with patience, dignity, and honor.
- Reports incidents, maintenance requests, and unusual conditions to the Vice President of Ministries and/or Operations, where appropriate.
- Keeps policy manuals current and submits any suggestions or necessary changes to the Vice President of Ministries for approval.
- Supervises Chapel activities; trains staff on how to utilize Chapel technology; troubleshoots daily chapel activities; maintains processes such as vetting all preaching and performance volunteers, booking the chapel, and maintaining chapel calendar.
- Demonstrates the highest levels of guest support, compassion and empathy for guests in need, while committing to methods which move them from dependence to independent living.
- Any other duties as may be assigned by the Vice President of Ministries.

Qualifications:
- Bachelor’s degree with three (3) years of ministry related experience; or an Associate’s degree with five (5) or more years of experience; or on the job training of over seven (7) years with recognized experience. 
- Five (5) years of management experience required.
- Must have a committed personal relationship with Jesus Christ and belong to a Christian body of believers.
- Must agree with and sign Nashville Rescue Mission’s Statement of Christian faith and be able to share that faith and knowledge with staff and guests.
- Must have excellent and demonstrated interpersonal relations and both written and oral communication skills.
- Must be able to qualify as a designated Mission vehicle driver under NRM insurance policy:
- Valid Tennessee driver’s license
- Have no more than two moving violations in a 3-year period or more than one accident in a 1-year period
- Proof of insurance on personal vehicle (current)
- Proficiency with MS Office Suite, computer input, and database management. 
- Have and maintain valid and current certifications for certain skills such as: Crisis Prevention, first aid, CPR, and Narcan. Nashville Rescue Mission will provide certifications.

Physical Factors:
Regularly includes standing, walking, sitting, and climbing stairs. 
Regularly includes reading, typing/computer usage, speaking, lifting up to 25 lbs.
Must be able to stand for long periods of time, bend, kneel, stoop, climb, and have manual dexterity. 
Must have auditory and visual skills; with ability to follow written and oral instructions and procedures.

Working Conditions:
Inside work environment on both campuses.

Time:  Full-Time
Salary:  Exempt
Category:  Program Management

Updated:
8/23/2024 6:14:18 AM