Keith Gupton

• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Greeted guests upon arrival and offered directions to key amenities to cultivate quality living experiences.
• Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
• Handled customer complaints to satisfy and retain guests.

• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
• Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
• Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
• Answered customers' questions, and provide information on procedures or policies

• Analyzed overall patient performance and recommended adjustments to care plan goals, supporting individual progression.
• Documented residents' mental status, sleep, and eating patterns.
• Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
• Recognized and reported abnormalities or changes in patients' health status to case manager.
• Determined specific needs and provided most appropriate level of services for patient well-being.

● Proposes, plans, implements, maintains, and evaluates Safe Passage’s confidential emergency shelter program and related service strategies.

● Directly supervise Shelter Manager or Assistant Director, Shelter Advocate (Children, Youth, & Family Focus), Evening Shelter Advocate, Shelter Advocates, and Shelter Relief Staff.

● At direction of senior management, conduct and coordinate hiring, onboarding, training, supervision, and evaluation of shelter staff.

● Working closely with senior management, develop and manage the shelter budget.

● Develop, implement, and ensure compliance with shelter policies, procedures, and practice norms.

● Provide routine on-call coverage including nights, weekends, and holidays in rotation with other direct service staff.

● Maintain all required documentation in accordance with agency policy and procedure and contractual mandates

● Maintain absolute confidentiality of information, written or verbal, according to Safe Passage policy and legal requirements.

● Ensure safe, supportive environment and positive community interactions and environment in a congregate residential setting.

• Liaison between the shelter personnel and Families in Temporary Housing team.
• Ensures shelter information is current.
• Sets up information tables in the shelters.
• Coordinates outreach presentations for residents within shelters.
• Conducts outreach presentations in shelters for case managers.
• Keeps inventory of outreach materials for shelters.
• Works with Case Managers to coordinate clients’ health needs.
• Participates in homeless policy meetings with other agencies.