Job Title:   Service Coordinator

Department: Phoenix Dining Room

Reports To: Phoenix Dining Room Shelter Manager

FLSA Status: Non-Exempt

Safety Sensitive: Yes

Position Summary

The Service Coordinator works at SVdP’s shelter / Interim Housing Communities to support daily shelter operations, maintaining a safe, welcoming, dignified space for residents. The ultimate goal of the program is to help residents heal from the trauma of homelessness and move forward to more stable and sustainable housing situations.

This individual will partner with other personnel to make decisions in the best interest of the safety of the entire group. This requires the ability to think and act quickly when there is a need to pivot or address an emergency. This individual is calm, caring, kind, organized, dependable, able to help during stressful situations, and able to work well with many different people. The candidate must be prepared to navigate professional boundaries with clients/guests/residents, manage the emotional challenges of working in a high-needs environment, and demonstrate reliability in attendance. This role requires emotional resilience, self-awareness, and a strong commitment to showing up consistently for our guests and teammates.

Key Responsibilities

Resident Support & Shelter Operations:

• Welcome, orient, and support residents during intake, stay, and exit; assist with move-in/move-out and connections to resources
• Maintain accurate electronic records according to approved procedures
• Monitor space to ensure safety, cleanliness, dignity, and a respectful environment
• Assist with meal service, distribution/inventory/tracking of supplies, and preparation/disassembly of spaces for residents. Note: The specifics of these duties vary based on location.
• Use the 10–4 Customer Service Rule when interacting with guests, volunteers, staff

Safety & Crisis Response:

• Identify safety concerns, promptly clean up and report hazards, complete and report on required safety checks
• De-escalate conflicts and assist with emergencies as needed
• Complete timely and accurate incident reports

Team & Leadership Support

• Work collaboratively with staff, partners, and volunteers; support volunteers and new staff as needed
• Participate in shift communication, trainings, meetings, and special events

Additional Duties 

• Maintain cleanliness and organization of sleeping areas, restrooms, common spaces, and work areas
• Support SVdP’s culture of “Let None Be Lost”, welcoming volunteers and guests
• Complete other tasks assigned by supervisor

Skills and Abilities 

• Communication: ability to read, comprehend, speak and write clearly in English
• Can stay calm during emergencies
• Basic computer skills, including navigating the internet, using Microsoft Outlook, ability to learn and use databases
• Compassionate customer service and good teamwork

Minimum Hiring Requirements

• High school diploma or GED
• At least six months working in social services or patient care 
• Must have Level One Fingerprint Card by Day One of employment
• CPR/First Aid within 90 days of hire

Physical Requirements

• Able to stand, walk, bend, reach, and lift 50+ pounds

Hourly Pay

• Starting Pay: $18/hour
• Overnight Differential: +$1.00/hour (10pm–6am)

Level 1 (starting $18/hour): General professionalism (Entry/Familiarity)

• Learns and practices good customer service (using 10–4 Rule / skills checklist)
• Demonstrates ability to perform basic shelter tasks including intake, meals, set up/take down, cleaning, safety checks, and completing required documentation. Mastery of these skills within 6 months – 1 year
• Familiar with resources and asks for help when unsure
• Learns and follows SVdP procedures during emergencies
• Obtains/passes all required training, including learning de-escalation, CPI, and triage techniques

Level 2 (starting $20/hour): Understanding Culture & Demonstrating Proactivity (Proficiency + Experience)

• Min one year of experience demonstrating Level I skills

• Shows flexibility by adjusting with ease and willingness to changes in schedules, roles, or routines.

• Demonstrates understanding of SVdP culture, including “Program Principles”

• Practices quality improvement by bringing ideas and solutions to challenges.
• Helps orient, train, lead volunteers, with little to no supervision, including volunteer engagement training.
• Demonstrates ability to model correct procedures in emergency situations, including de-escalation techniques.
• Seeks out extra training without being asked.
• Works independently, completes daily tasks, and makes sure everything is ready for the next shift, without supervision
• For IHCs’: 
  • Has certifications to distribute medications for Ozanam Vets
  • Works the front desk processes at all three programs

Level 3 (Senior Service Coordinator starting $22/hour): Leadership Readiness (Comfortable training others)

• Min 1 year of experience demonstrating Level 2 skills
• Able to orient, train, and model for other staff in a variety of areas including:
  • Leads or collaborates in leading safety and crisis response with confidence
  • Teamwork, communication, customer service, change-management

1. Technology requirements
2. Demonstrating SVdP Program Principles

• Ability to take on some shift-supervisor tasks when needed, including sound and quick decision-making in supervisor’s absence
• Takes on/leads special projects or tasks, such as safety committee representative, departmental cross-training, etc

• Builds community partnerships to find resources to best serve our guests

• Seeks out ways to decrease expenses, helping to monitor budget alignment

• Excellent written and verbal communication skills with little to no misunderstandings as a result of communication 
• Minimal mistakes with technology, project and administrative details

• Ability to run a guest training/orientation with a lesson plan and keep participant records

Training Menu (Attachment) 

All Programs Require:

• CPR, First Aid, Triage
• Crisis Prevention and Intervention (CPI)
• Trauma & Poverty Informed Care
• Mental Health First Aid, including Suicide Risk Assessment and Safety Planning
• Overdose Prevention, Recognition, and Response
• Professional Boundaries
• Mandated reporting

Additional IHC Required Trainings:

• Motivational Interviewing
• Workplace Safety:
• Bloodborne Pathogens
• Preventing and Responding to Sharps Injuries
• Hazardous Chemicals: SDS and Labels
• Basics of Personal Protective Equipment
• Fire Safety
• Cultural Competence
• HIPAA: Basics
• Writing Incident Reports

Additional training opportunities to move up SC levels, as relevant:

• Volunteer Engagement
• Behavioral health
• SVdP Media
• Substance abuse
• Stages of change
• OFE (Ozanam Formation Experience)
• Poverty Immersion experience
• Project Management

About St. Vincent de Paul:

The Society of St. Vincent de Paul is dedicated to feeding, clothing, housing, and healing individuals and families in our community who have nowhere else to turn for help. As important, SVdP provides meaningful opportunities for volunteers to serve their neighbors in need with love and compassion. As an employer, the Society of St. Vincent de Paul knows the importance of exceeding the expectation of being an equal opportunity employer. As an organization, we are actively seeking to build a diverse and inclusive team with a wide range of backgrounds, perspectives, and skills to support the incredible diversity of the guests we serve within St. Vincent de Paul. SVdP does not discriminate based upon race, ethnicity, religion, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a veteran, status as an individual with a disability, and any other characteristics.

Equal Opportunity Employer including Disability and Veterans