The Hospitality Hub of Memphis Case Counselor Memphis, TN · Full time

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The Hospitality Hub works to help people exit homelessness. Located in downtown Memphis, the Hub campus is a safe, kind, and respectful environment that serves as a single point of entry to comprehensive support services for those experiencing homelessness. We provide our guests with the stabilizing resources they need, including temporary shelter, assistance acquiring identification, employment opportunities, and referrals to community partners.

Case Counselor                                                                                             FLSA: Non Exempt

The Hospitality Hub

Memphis, TN

About the Role:

A Case Counselor's principal role is to respond with care, creativity, and urgency to the needs of individuals experiencing homelessness who come to the Hospitality Hub each day for support and services. The Case Counselor’s role is to create pathways out of homelessness for each person and to ensure they have access to services while they are unhoused.

Team Culture and Expectations: The Hub is a human first social agency meaning our goal is to decrease suffering for the person in front of us while simultaneously building systemic solutions. While the primary responsibilities of the position are outlined below, we expect all staff to be flexible and available to respond to emergencies and fulfill programmatic responsibilities which may require working holidays, weekends, evenings, or nights. Everyone in the organization is expected to identify and solve problems. The Hub hires passionate, empathetic individuals. 

Additionally, the Hospitality Hub serves people who have experienced discrimination, violence, and other traumatic events. Many Hub clients and guests are healing from trauma related to their marginalization. It is critically important that all members of the Hub team maintain a hospitable and welcoming environment by remaining calm and kind when clients are feeling frustrated.

Primary Location: 590 Washington Ave. Memphis, TN 38105

Hours: Typical hours for this position are Monday through Friday 8a.m. to 4p.m.

Benefits: A generous paid time off policy, parent leave, professional development, 401 (k), and medical insurance are offered to all regular full-time employees. Regular training is provided to all employees. 

Pay: The salary for this position is dependent on the candidate's demonstrated experience, expertise, and skill. The salary range starts at $17. Hourly team members are compensated with overtime pay for hours exceeding 40 hours a week.

Reports to: Allyssa Bobian, Guest Services Supervisor

Education and Experience: Bachelors in Social Work, Psychology, Sociology or related field,

or six years working in a Social Work related field

While the primary responsibilities of the position are outlined below, this list is not exhaustive.

Responsibilities

• Collaborate closely with fellow Case Counselors, Street Outreach Specialists, the GuestServices Supervisor, and Hub leadership to provide high-quality, coordinated support for all guests.
• Conduct intakes and comprehensive assessments to identify individual needs, barriers,and goals related to housing stability, employment, mental health, and overall well-being.
• Co-create goal-oriented case plans with clients to address root causes of homelessness, using motivational interviewing and strength-based, trauma-informed approaches.
• Maintain accurate and timely data entry in the Homeless Management Information System (HMIS) and other required databases.
• Stay informed about all Hub programs and community resources to ensure guests receive accurate, relevant, and comprehensive information and referrals.
• Facilitate client access to essential services such as healthcare, benefits (e.g., SNAP),identification, and housing programs.
• Provide consistent follow-up to ensure progress toward goals is measurable, time-bound, and sustainable.
• Build and maintain trusting relationships with guests, modeling empathy, respect, and cultural sensitivity.
• Utilize de-escalation and mediation skills to resolve conflicts and maintain a safe, welcoming environment for all.
• Support team communication and coordination through active participation in Slack and other organizational tools.
• Monitor and uphold Hub safety and health protocols, including COVID-19 guidelines. Ensure completion of daily shift checklists, incident reports, and other documentation as required.
• Maintain a clean, organized, and safe environment in all Hub spaces.
• Assist in data reporting by providing accurate daily counts of guests served, meals provided, and outcomes achieved.
• Communicate celebrations, concerns, and client progress through proper channels and to appropriate supervisors.
• Proactively identify issues and propose solutions to improve services, efficiency, and client experience.
• Step into other roles or support additional Hub programs (e.g., Hub Hotel,
• Warming/Cooling Centers) as needed.
• Represent the Hospitality Hub positively to clients, partners, funders, and the public.
• Report equipment or facility issues promptly to the appropriate team members.
• Support the training and onboarding of new hires and interns, reflecting our commitment to being a learning organization.

Requirements

• Organized, dependable, and punctual.
• Valid driver’s license and safe driving record.
• Ability to meet physical demands of the job, including standing for extended periods, occasional lifting, and outdoor work.
• Strong communication, teamwork, and leadership skills.
• Skilled in conflict resolution and maintaining professionalism in challenging situations.
• Compassionate listener with the ability to motivate and empower others.
• Creative and proactive problem solver.
• Basic computer literacy and typing proficiency.
• Experience or willingness to learn.
• Homeless Management Information System (HMIS).
• Google Workspace (Gmail, Docs, Calendar).
• Slack and other team communication tools.
• Previous experience in case management, counseling, social services, or related work with vulnerable populations.
• Flexibility to work irregular shifts and provide support across Hub programs.
• Preferred Knowledge and skills
• Understanding of trauma-informed, client-centered, and strength-based practices.
• Proficiency in motivational interviewing.
• Familiarity with the Memphis Continuum of Care and local homeless services system.
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Training provided by The Hospitality Hub

• CPR/First Aid/AED certification
• De-escalation and mediation training
• HMIS data entry and reporting using tablets
• Memphis Vulnerability Assessment (VMA) training for housing resource matching
• Orientation on all Hub programs, services, and referral partnerships

Hiring Process:

The Hospitality Hub staff works with vulnerable populations. To maintain the safety of our clients and guests, all offers of employment at the Hub are contingent on a background check. Results of the background check may not necessarily disqualify candidates from being hired. 

The Hospitality Hub is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind: The Hub is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at The Hub are based on organizational needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, gender identity or expression, sexual orientation, mental or physical disability, ancestry, military discharge status, source of income, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. The Hub will not tolerate discrimination or harassment based on any of these characteristics. The Hub encourages women, people of color, and people of all ages to apply.