Men's Shelter Front Desk Overnight Counselor

SCHEDULE: 40 hours, Thursday - Monday, 10:45.m. – 7:15am

Pays $22.41 per hour

LOCATION: 444 Harrison Ave. Boston, MA

JOB DESCRIPTION:

SUMMARY OF THE POSITION:

The Front Desk Guest Services Specialist will assist the guests of the shelter in accessing services such as: food, clothing, medical care, and referral needs. The incumbent will be responsible for ensuring there is a safe and secure environment for guests and staff at the Men’s Inn by attending to all safety and security policies, intervene with assistance around substance abuse issues and mental illness, job training and educational needs, assess guests’ needs and assets in order to make appropriate transitional and housing referrals and be an available resource for guests to assist them in their efforts to obtain permanent housing.

The Front Desk Guest Services Specialist will be primarily responsible for maintaining an exceptional customer service oriented Men’s Inn Front Desk, including welcoming guests, staff and visitors in person and via phone and responding to guest and neighbor concerns and questions in a timely, professional and responsive manner. The incumbent will be responsible for operating an electronic entry monitoring system and multi-line phone system, logging all activates of the shift, creating guest ID’s and frequent entry into the Pine Street data system, maintaining friendly and efficient Front Desk operations in a busy, unpredictable environment and frequent collaboration with on-site security services as well as other Pine Street programs and departments, managing the purchasing, tracking and distribution of supplies, liaison between the mail room and Men’s Inn/444 campus as well as bi-weekly payroll to 444 programs and departments.

REQUIREMENTS:

QUALIFICATIONS:

EDUCATION/TRAINING:

REQUIRED:

• A High School Diploma or GED
• Valid MA driver’s license in good standing
• Effective computer skills/knowledge

PREFERRED:

• Bilingual in any language

KNOWLEDGE/EXPERIENCE:

REQUIRED:

• Minimum one (1) year experience working with homeless population
• Ability to communicate clearly both verbally and in writing

PREFERRED:

• Knowledge in the areas of addiction, recovery, and mental illness
• Knowledge of issues pertaining to homelessness

PHYSICAL SKILLS/ABILITIES:

REQUIRED:

• Ability to stand for long periods of time
• Ability to stretch, bend, lift, and assist guests up and down stairs, and in-and-out of wheelchairs
• Ability to respond to emergency situations in a fast and safe manner

MENTAL ABILITIES/SKILLS:

REQUIRED:

• Ability to respond safely, quickly, and calmly in emergency situations
• The sensitivity and patience to work with guests suffering from mental illness (some untreated), alcoholism, drug addiction and abuse
• Ability to handle multiple assignments
• Ability to talk (as well as to listen) in a non-judgmental way
• Strong interpersonal, communication, and organizational skills

ESSENTIAL FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO:

• Attend semi-annual OSHA trainings; adhere to quarterly TB-testing procedures. Maintain certification in CPR as well as Crisis Prevention and Intervention techniques. Attend monthly Shift Meetings; attend Men’s Inn Meetings. Report to work and all scheduled meetings and trainings on time. Complete all mandatory trainings, including Sexual Harassment and Diversity.
• Monitor the building and the surrounding area for safety and security hazards, and ensure that both are safe/secure for guests, staff and all others.
• Conduct thorough and consistent searches as outlined in the policy when assigned to the front door.
• Engage with guests to determine how you can support/assist in their transition into housing.
• Transport guests to day programming and/or needed appointments as assigned.Managing the purchasing, tracking and distribution of supplies – both office and guest.
• Maintain the Daily Log Book, Referral Books, and Vehicle Log Books at the Front Desk.
• Liaison between the mail room and Men’s Inn/444 campus as well as bi-weekly payroll to 444 programs/departments.
• Maintain all required documentation while working with guests, including referrals, behavioral issues, incident reports, barring and barring status.
• Assist guests in understanding how services are provided; explaining procedures; answering their questions; explaining their rights, including their right to recourse and redress.
• Conduct thorough and consistent rounds and document in log with any concerns and issues.
• Address guests’ inappropriate behavior through the use of proper judgment and consistent limit setting.
• Monitor and address guests’ medical needs/emergencies.
• Occasionally assist a guest with his showering and/or dressing. Supervise the housing/shower area when needed.
• Greet and work with volunteers, donors, food servers, tour groups and other visitors.
• Document all hazardous incidents and intervene appropriately in any unsafe situation.
  Attend bi-monthly shift meetings, and other relevant meetings and training sessions.
• Participate in the development of the Holy Family Inn program, its mission, policies and procedures.
• Maintain knowledge of the effective use of the phone, fax, and computer systems and copiers located throughout the Inn.
• Respond to the special needs of the shift or the supervisor.
• Advise the supervisor/key carrier regarding matters of concern or policy.
• Participate in the development and training of new employees.
• Work to foster the concepts of teamwork and team-building within the Shift and the Program as well as throughout the Inn and the Community.
• Perform other duties as assigned by Supervisor.
• Comply 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, PLEASE SUBMIT A PROMOTION/TRANSFER APPLICATION TO THE HUMAN RESOURCES DEPARTMENT WITHIN 10 DAYS OF POSTING.

Pine Street Inn is an Equal Opportunity/Affirmative Action Employer.