Womens Shelter Front Desk Counselor

SCHEDULE: 40 hours, Monday - Friday, 11:45 pm - 7:15am. Essential position during weather or other emergencies
Pays $22.41 per hour, plus $2.00 (shift differential pay) for every hour worked between 11:00pm - 7:00am
LOCATION: 363 Albany Street, Boston MA
JOB DESCRIPTION:
SUMMARY OF THE POSITION:
The Front Desk Guest Services Specialist (FDGSS) works from the Pine Street Inn policy and procedures developed to ensure a safe shelter environment for guests and staff. The FDGSS has a primary focus to provide superior customer service for the direct care of guests; responds to guests in a timely and professional manner based on the prioritization of guests' needs. The FDGSS provide a welcoming environment at the Front Desk area for both staff and guests. The FDGSS Is responsible for documenting the shift's activities, and use proper communication channels for crisis support. They will answer general phone calls and problem solve questions whenever possible. The FDGSS is required to stay energized and focused even when demands are ambiguous and strenuous. The FDGSS is required to enter data into the Homeless Management Information (HMIS) system and to document reports in keeping with agency policy. The FDGSS is required to make sound decisions and appropriately seeks guidance from a supervisor.
The Front Desk Guest Services Specialists will also assist guests in connecting with substance abuse, mental health and medical resources. They will assist with the connecting guests to appropriate housing pathways & resources to aid guest on rapidly working on housing.
REQUIREMENTS:
EDUCATION/TRAINING:
REQUIRED:

• High School diploma or GED

PREFERRED:

• Valid MA driver's license in good standing
• Bilingual English/Spanish
• Knowledgeable using MS Outlook

KNOWLEDGE/EXPERIENCE:
REQUIRED:

• Minimum of one (1) year of experience in the Human Services field
• Excellent telephone and email communications skills

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 homeless
• Knowledge of area resources
• Experience working with HMIS
• Experience in a customer service environment

PHYSICAL ABILITIES/SKILLS:
REQUIRED:

• Ability to stand for long periods of time
• Ability to stretch, bend and lift up to (twenty-five) 25 lbs.
• Ability to assist guests up and down stairs, and in-and-out of wheelchairs

• Ability to respond quickly to emergencies

MENTAL ABILITIES/SKILLS:
REQUIRED:

• Ability to respond safely, quickly, and calmly in emergencies and to emergency situations
• Ability to use good judgement in stressful or emotionally charged situations
• The sensitivity and patience to work with guests suffering from mental illness (many untreated), alcohol and other drug addiction and abuse
• Ability to be resilient in difficult and ambiguous situations

• Ability to handle multiple assignments
• Ability to communicate clearly both verbally and in writing
• Ability to comprehend and apply Motivational Interviewing and Trauma-Informed Care skills
• Ability to communicate/speak (as well as to listen) in a non-judgmental manner

ESSENTIAL 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 environment
• Treat all guests and staff with dignity and respect
• Proactively conduct wellness checks of guests in different sections of the building
• De-escalate stressful situations utilizing Critical Incident Debriefing and Trauma-informed Care
• Administer Naloxone as needed
• Perform CPR as needed
• Enforce 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 others
• Connect 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 services

• Connect guests to MATCH behavioral supports to assess and respond to symptoms of mental illness and co-occurring disorders
• Enhance a quick match to housing by working collaboratively with PSI Triage, RRH and housing placement staff

• Maintain 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 status
• Follow animal accommodation policies
• Assist 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 visitors
• Help guests with all issues pertaining to lockers as needed or assigned
• Maintain a knowledge of the effective use of the phone, fax, and computer systems and copiers located throughout the Inn

Judgement

• Seek supervision when needed
• Advise the supervisor/key carrier regarding matters of concern with operations or policy

• Adhere to and model compliance with PSI illness prevention policies
• Maintain current certification in CPR and First Aid
• Document all hazardous incidents and intervening appropriately in any unsafe situation
• Consistently 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 time
• Perform other additional assignments or projects as requested/directed by supervisor, program director or senior program or agency managers Attend mandatory Narcan trainings

Resilience

• 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 staff
• Adhere to the Inn's mandatory training requirements including CPI, CPI refresher course, Trauma- Informed Care, Motivational Interviewing, and any other training required by program management
• Actively participate in individual supervision
• The Guest Services Specialist may be assigned other duties or locations in the event of a weather, public health, or other emergency as required to ensure the safe operations of the shelter.
• 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.