Relief Guest Services Specialist - Boston, United States - Pine Street Inn

Pine Street Inn Boston, United States

5 days ago

Description

**Relief Guest Services Specialist (GSS),**

**Department:** Men's Inn **Office:** 444 Harrison Avenue

**Location:** Boston, MA

**Position Type:** Direct Care

**Hours/Shift:** Evening - Second Shift

**Employee Type::** Relief

**SCHEDULE:** On Call as Needed, 2:45 p.m. 11:15 p.m., Essential position during weather emergencies.

**JOB DESCRIPTION:**

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 guests 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:**

High School diploma or GED

Minimum of one (1) year of experience in the Human Services field 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

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 **PREFERRED:**

Valid MA drivers license in good standing

Bilingual English/Spanish

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

**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

Adhereto TB-testing procedures

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 PSIs values of Community, Teamwork, Accountability and Respect

Utilize Trauma-Informed Care when interacting with guests and staff

Adhere to the Inns 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

Other duties as assigned in order to meet the needs of the organization during the COVID-19 pandemic or other public health or weather emergency

PAY RATE:$15.00 PER HOUR

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