Guest Services and Security Coordinator

Description

Job Title: Guest Services and Security Guard

Reports to: Facilities Manager

FSLA Status: Non-Exempt, Full-Time

Department: Facilities

Level: S2

 Job Purpose 

The Guest Services and Security Guard plays a crucial role in maintaining a safe and supportive environment within the sites this position serves. This position will provide Security support and guest service support at 2 locations, Serving Seniors Wellness Center during weekend operating hours, and Seltz Center, Monday through Wednesday. This position serves as a central security point, partnering closely with the Health and Social Services (HSS) team and Nutrition Team during meal services, to monitor client activities and proactively address potential issues. This position is responsible for enforcing the Client Code of Conduct, responding to incidents, and providing a visible, reassuring presence for both clients and staff. This role requires a balance of firm boundary-setting and compassionate, de-escalation-focused engagement to support our community of low-income and elderly clients, including those experiencing homelessness.

Who We Are

Established in 1970, Serving Seniors helps San Diego County’s low-income seniors overcome poverty through whole-person, wraparound support including meals, housing, health and social services, and enrichment activities. We work at numerous sites across the county and in the homes of hundreds of homebound seniors. Our flagship Gary & Mary West Senior Wellness Center in downtown San Diego is unlike any other senior center in the nation. Bringing together a range of supportive services under one roof, the Senior Wellness Center operates 365 days a year and offers two floors of integrated care, including health and social services, housing navigation, enrichment activities, lifelong learning, a Cyber Café and linkage to over 25 onsite direct service partners, including a senior dental center. Last fiscal year, we provided over 1.5 million meals and coordinated services to over  13,265 older adults.

Our Mission: Helping seniors in poverty live healthy and fulfilling lives.

Our Vision: All seniors, regardless of income, are able to thrive, engage in their communities, lead purposeful lives, and have a place they call home.

Our Core Values:

Advocacy - Acknowledging and supporting the needs of older adults at the individual, community, and policy-level.

Person-Centered - Seeing the whole person, providing coordinated support, and treating all with dignity and respect.

Integrity – Representing the values of honesty, trust, and transparency within our community.

Compassion & Empathy – Approaching our work with a heartfelt desire to better understand and serve.

Impact – Measuring and evaluating programs to ensure that for every dollar invested, there is a positive impact in the lives of those we serve.

Intentional Involvement – Promoting an environment that nurtures differences and allows individuals to be their entire, authentic selves.

Top Workplace Award Recipient

Serving Seniors has received the San Diego Union-Tribune’s Top Workplaces Award nine out of the ten years the awards program has taken place, and most recently for six years in a row from 2019-2025.

Requirements

Job Duties and Responsibilities

• Client Engagement and Support: Serve as a primary point of contact at the entrance of the building, fostering a welcoming and secure atmosphere. Build rapport with clients while maintaining professional boundaries to support a safe community environment.

• Policy Enforcement: Consistently and fairly enforce the Client Code of Conduct, addressing violations with firmness, respect, and dignity. Clearly communicate facility rules and expectations to clients.

• Incident Response and De-escalation: Respond promptly to incidents within the facility, including client disputes, medical alerts, and behavioral issues. Employ conflict de-escalation strategies and techniques to resolve situations peacefully and safely.

• Investigation and Reporting: Conduct thorough investigations into policy violations and security incidents. Draft detailed, accurate, and objective incident reports for all occurrences.

• Record Keeping: Act as a primary record keeper for security incidents. Maintain and catalog all incident reports in the designated system, ensuring records are organized, accurate, and accessible for review by management.

• Collaboration and Communication: Partner closely with the HSS and Nutrition teams to share information, coordinate on client support strategies, and ensure a unified approach to client management. Communicate critical incident information to all site staff as appropriate.

• Facility Monitoring: Monitor interior common areas by touring spaces, including the lobby, dining room, and lounges, to ensure a safe and orderly environment. Identify and report any safety hazards, maintenance issues, or security vulnerabilities.

• Emergency Response: Act as a key responder for internal emergencies, such as medical events or altercations, and follow established protocols, including the use of alert processes.

• Food Handling: As required, assist in providing meal services at either location.

Required Qualifications

Education: - High school diploma or equivalent.

Experience: - A minimum of 3-5 years of security experience. - Experience working with vulnerable populations, including homeless, low-income, or elderly individuals, is highly preferred.

Licensure & Certifications: - Must possess a valid California Guard Card. Must have a valid California driver's license.

Knowledge, Skills, and Abilities:

• Conflict De-escalation: Must be well-versed in conflict de-escalation strategies and techniques, with the ability to remain calm and composed under pressure.
• Firm Communication: Ability to communicate boundaries and enforce policies clearly, firmly, and respectfully without being passive or overly aggressive. 
• Interpersonal Skills: Strong ability to build rapport and interact effectively with individuals from diverse backgrounds and with varying needs.
• Reporting and Documentation: Excellent written communication skills with the ability to draft clear, concise, and accurate incident reports.
• Collaboration: Proven ability to work effectively as part of a team, especially in partnership with social services staff. 
• Problem-Solving: Strong critical thinking and problem-solving skills to quickly assess situations and determine the appropriate course of action. - Unarmed security professional.

Physical Demands and Work Environment

• Onsite position, primarily stationed at the entrances of duty day site but requires mobility throughout the facility.

• Regularly required to stand, walk, and sit for extended periods.

• Must be able to respond quickly to incidents anywhere within the building.

• The employee must occasionally lift and move up to 20 pounds. 

• Wednesday - Sunday schedule