Job Information
Pine Street Inn Front Desk Specialist in Jamaica Plain, Massachusetts
Front Desk Specialist
Department: Shattuck Shelter
Office: Morton Street
Location: Jamaica Plain, MA
Position Type: Direct Care
Hours/Shift: Morning - First Shift
Employee Type:: Regular Full-time
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SCHEDULE: 40 hours, Monday to Friday 6:45 am to 3:15 pm
Pays $22.41 per hour DOE
LOCATION: 70 Morton St, Jamaica Plain, MA 02130
JOB DESCRIPTION:
SUMMARY OF THE POSITION:
SUMMARY OF THE POSITION:
The Front Desk Guest Service Specialist (GSS) will assist the guests, callers and visitors of the shelter in learning about and accessing the services we provide, particularly those relating to emergency shelter, food, clothing, medical care, housing services and other referral needs. The Front Desk GSS will ensure there is a safe and secure environment for guests and staff at Pine Street Inn Shattuck Shelter, intervene with assistance in the development and implementation of a housing pathway by motivating guests to rapidly work on housing and connecting guests to appropriate resources. The Front Desk GSS will also assist guests in connecting with substance abuse, mental health and medical resources when the shelter cannot safely accommodate a guests needs. The Front Desk GSS is required to provide optimal customer service, stay energized and focused even when demands are ambiguous and strenuous. The Front Desk GSS is required to enter data into the Homeless Management Information (HMIS) system and to document reports in keeping with agency policy. The Front Desk GSS is required to make sound decisions and appropriately seeks guidance from a supervisor when needed.
The Front Desk G.S.S. will operate, organize and maintain the shelter front desk and related equipment, including a multi-line phone system, security cameras, security screening, front door entry requests and will be responsive to guest needs as well as requests from other Pine Street Inn staff, vendors, visitors, volunteers as well as the greater Lemuel Shattuck Hospital community.
The Front Desk GSS will adopt and enliven the following principles:
Shelter is a temporary safety net, not a home.
All people experiencing homelessness, regardless of their housing history and duration of homelessness, can achieve housing stability in permanent housing.
Never warehouse or institutionalize our guests in our shelters
Everyone is -housing ready.- Sobriety, compliance in treatment, or even a clean criminal history is not necessary to succeed in housing. Rather, homelessness programs and housing providers must be -consumer ready.-
Leverage guests- their strengths, assets, and connections to move quickly out of shelters and to any other housing
Recognize the impact of violence and victimization on development and coping strategies
Employ an empowerment model
Maximize guest choices and control over her/his recovery based in a relational collaboration
Create an atmosphere that is respectful of the guests- need for safety, respect, and acceptance
Emphasize the guests- strengths, highlighting adaptations over symptoms and resilience over pathology
Minimize the possibilities of re-traumatization
Strive to be culturally competent and to understand each person in the context of his or her life experiences and cultural background
Solicit guest input and involve guests in designing and evaluating services
REQUIREMENTS:
EDUCATION/TRAINING:
REQUIRED:
High School diploma or GED
PREFERRED:
Valid MA driver-s license in good standing
Bilingual English/Spanish
KNOWLEDGE/EXPERIENCE:
REQUIRED:
Minimum of one (1) year of experience in the Human Services field
Ability to communicate clearly both verbally and in writing
Ability to communicate/speak (as well as to listen) in a non-judgmental manner
PREFERRED:
Knowledge in the areas of addiction, recovery, and mental illness
Knowledge of issues pertaining to the homeless
Experience with front line customer service and/or a similar front desk/customer service desk setting
PHYSICAL ABILITIES/SKILLS:
REQUIRED:
Ability to stand or sit for long periods of time
Ability to stretch, bend and lift up to fifty (50) lbs.
Assist guests up and down stairs, and in-and-out of wheelchairs
MENTAL ABILITIES/SKILLS:
REQUIRED:
Ability to respond safely, quickly, and calmly in emergencies and to emergency situations
The sensitivity and patience to work with guests suffering from mental illness (some untreated), alcoholism, drug addiction and abuse
Ability to talk (as well as to listen) in a non-judgmental way
Strong interpersonal, communication and organizational skills
Ability to respond appropriately in a crisis situation
Ability to handle multiple assignments
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 daily shift meetings and monthly staff meetings.
Report to work and all scheduled meetings and trainings, both Pine Street Inn and Lemuel Shattuck Hospital, on time. Complete all mandatory trainings, including Sexual Harassment and Diversity
Maintain the Daily Log Book, Guest Mail Tracking, Referral Books, Sign-In sheets and Vehicle Log Books (partial list) at the front desk
Maintaining a knowledge of the effective use of the phone, fax, and computer systems and copiers located in the shelter
Maintaining all required documentation while working with guests, including suspensions and suspension status
Assisting guests in understanding how services are provided; explaining procedures; answering their questions; explaining their rights, including their rights to recourse and redress
Addressing guests inappropriate behavior through the use of proper judgment and consistent limit-setting
Monitoring and addressing guest-s medical needs/emergencies
Occasionally, assisting a guest with his showering and/or dressing necessities
Greeting and working with volunteers, donors, food servers, tour groups and other visitors
Monitoring the building and the surrounding area for safety and security hazards, and ensuring that both are safe/secure for guests, staff and all others
Documenting all hazardous incidents and intervening appropriately in any unsafe situation
Participating in relevant meetings, training sessions and programs
Participating in the development of the Men-s Shelters Program, its mission, policies and procedures
Responding to the special needs of the shift or supervisor
Advising the supervisor/key carrier regarding matters of concern or policy
Participating in the development and training of new employees
Work to foster the concepts of team-work and team-building within the Shift and the program as well as through the INN and The COMMUNITY
Perform other additional assignments or projects as requested/directed by supervisor
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.
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