SCHEDULE: 40 hours, Monday- Friday, 10:45 p.m. – 7:15 a.m.
Pays $21.40 per hour, plus $2.00 (shift differential pay) for every hour worked between 11:00pm – 7:00am LOCATION: 444 Harrison Avenue, Boston, MA
JOB DESCRIPTION: SUMMARY OF THE POSITION: The Guest Services Specialist (GSS) works from the Pine Street Inn policy and procedures developed to ensure a safe shelter environment for guests and staff. The Guest Services Specialist has a primary focus on the direct care of guests and, as such, responds to guests in a timely and professional manner based on the prioritization of guests' needs. The GSS assists with the development and implementation of a housing pathway by motivating guests to rapidly work on housing and connecting guests to appropriate resources. The Guest Services Specialists will also assist guests in connecting with substance abuse, mental health and medical resources when the shelter cannot safely accommodate a guest needs. The GSS is required to stay energized and focused even when demands are ambiguous and strenuous. The GSS is required to enter data into the Homeless Management Information (HMIS) system and to document reports in keeping with agency policy. The GSS is required to make sound decisions and appropriately seeks guidance from a supervisor.
REQUIREMENTS: EDUCATION/TRAINING: REQUIRED:
High School diploma or GED PREFERRED: Valid MA driver's license in good standingBilingual English/SpanishKNOWLEDGE/EXPERIENCE: REQUIRED:
Minimum of one (1) year of experience in the Human Services field PREFERRED: Administering Narcan and CPR in a work setting Knowledge in the areas of addiction, recovery, and mental illness Knowledge of issues pertaining to the homelessKnowledge of area resourcesPHYSICAL ABILITIES/SKILLS: REQUIRED:
Ability to stand for long periods of timeAbility to stretch, bend and lift up to (twenty-five) 25 lbs Ability to assist guests up and down stairs, and in-and-out of wheelchairsAbility to respond quickly to emergencies MENTAL ABILITIES/SKILLS:REQUIRED:
Ability to respond safely, quickly, and calmly in emergencies and to emergency situationsAbility to use good judgement in stressful or emotionally charged situationsThe sensitivity and patience to work with guests suffering from mental illness (many untreated), alcohol and other drug addiction and abuseAbility to be resilient in difficult and ambiguous situations Ability to handle multiple assignments Ability to communicate clearly both verbally and in writingAbility to comprehend and apply Motivational Interviewing and Trauma-Informed Care skills Ability to communicate/speak (as well as to listen) in a non-judgmental mannerESSENTIAL FUNCTIONS WITHIN THE CORE COMPETENCIES FOR THE POSITION INCLUDE BUT ARE NOT LIMITED TO THE FOLLOWING: Guest Focus Actively motivate guests through daily interaction to quickly move out of shelter by any means possible to include staying with family or friends and moving back to their community of origin Consistently follow PSI and shelter safety policies and procedures promoting a safety conscious work environmentTreat all guests and staff with dignity and respectProactively conduct wellness checks of guests in different sections of the buildingDe-escalate stressful situations utilizing Critical Incident Debriefing and Trauma-informed Care Administer Naloxone as neededPerform CPR as neededEnforce the "Good Neighbor Policy": Monitor the building and the surrounding area for safety, security and hazards ensuring a safe/secure environment for guests, staff and all othersConnect guests to emergency medical services, detox and other community programs as needed to include, but not limited to, Triage, Rapid Re-Housing (RRH) services, Day Services, Detox and substance abuse servicesConnect guests to MATCH behavioral supports to assess and respond to symptoms of mental illness and co-occurring disordersEnhance a quick match to housing by working collaboratively with PSI Triage, RRH and housing placement staffMaintain daily shelter documentation to include but not limited to: shelter intake when needed, HMIS systems, log and referral books maintained at the front desk, Suspension of Services (SOS) and SOS statusFollow animal accommodation policiesAssist guests through meal service, and as directed by a supervisor, with showering and/or dressing. Pleasantly greet, welcome and work with volunteers, donors, food servers, tour groups and other visitorsHelp guests with all issues pertaining to lockers as needed or assignedMaintain a knowledge of the effective use of the phone, fax, and computer systems and copiers located throughout the InnJudgement Seek supervision when needed Advise the supervisor/key carrier regarding matters of concern with operations or policyAdhereto TB-testing procedures Maintain current certification in CPR and First AidDocument all hazardous incidents and intervening appropriately in any unsafe situationConsistently attend and actively participate in meetings to include but not limited to shift reports, staff meetings, case conferences, supervision or check-ins with supervisor. Report to work regardless of weather conditions as Guest Services Specialist positions are considered essential under the PSI weather emergency policy Report to work and all scheduled meetings and trainings on timePerform other additional assignments or projects as requested/directed by supervisor, program director or senior program or agency managers Attend mandatory Narcan trainingsResilience Consistently demonstrate behavior that is representative of PSI's values of Community, Teamwork, Accountability and Respect Utilize Trauma-Informed Care when interacting with guests and staffAdhere to the Inn's mandatory training requirements including CPI, CPI refresher course, Trauma- Informed Care, Motivational Interviewing, and any other training required by program managementActively participate in individual supervisionComply with and model compliance with all PSI policies, including illness prevention and occupational health policies.Accept other duties or work locations as assigned in order to meet the needs of the organization during weather or other emergencies. INTERNAL CANDIDATES, IF INTERESTED IN APPLYING FOR THIS POSITION, COMPLETE AN APPLICATION FOR PROMOTION/TRANSFER AND FORWARD IT TO THE HUMAN RESOURCES DEPARTMENT WITHIN 10 DAYS OF POSTING.
Pine Street Inn is an Equal Opportunity/Affirmative Action Employer.
