PDX Guest Services Practitioner

Job Details Job Location:
Portland Ops Office - Portland, OR Position Type:
Full-Time/Part-Time Salary Range: $20.00 - $22.00 Hourly

Position:
Guest Services Practitioner
Term:
Full-time, hourly
Pay: $20-$22/hour + health insurance, paid time off, and other benefits

Location:

Portland, OR

Reports To:

Guest Services Supervisor
Direct Reports:
None

Organization Description:

Urban Alchemy is a nonprofit organization with the mission of transforming people and places through respect, compassion, and love to heal communities challenged by the intersection of extreme poverty, mental illness, addiction, and homelessness. Since our founding in 2018, Urban Alchemy has grown into a thriving social enterprise with over 1,100 employees. We provide community outreach and engagement, temporary housing for people experiencing homelessness, mobile bathrooms and showers, and street cleaning services.

Urban Alchemy currently operates in the San Francisco Bay Area, Los Angeles County, Austin, Texas, and Portland, Oregon. Over 95% of Urban Alchemy employees, including leadership, experienced incarceration and/or homelessness.

Position Summary:

Guest Services Practitioners provide outstanding care and customer service to guests of Urban Alchemy residential sites. They are responsible for a variety of tasks including checking in guests, helping ensure compliance with community guidelines, resolving guest concerns and complaints, performing wellness checks, monitoring the facility, ensuring the health and safety of all guests, de-escalating tense situations, and responding to emergencies. As a Guest Services Practitioner, you will be part of a 24/7 team that provides information, referrals, and support to guests while ensuring their facility is always well-run and maintained.

Duties and Responsibilities:

• Conduct intake with new guests and provide an orientation to the facility and community guidelines.
• Greet guests warmly as they enter the facility and check them in and out according to site policies.
• If required by a pandemic or other concerns, conduct symptom checks of everyone entering the facility.
• Inform everyone entering the facility of the policy forbidding weapons; store any items that are not allowed in the facility.
• Check personal belongings as needed and in accordance with Urban Alchemy’s policies and procedures.
• Coordinate guest placements within the site location and track available beds.
• Distribute and coordinate basic needs items and services for guests such as meals, laundry, linens, toiletries, guests’ personal storage units and mail.
• Effectively communicate information about on-site services and amenities.
• Provide information and referrals to services in the community.
• Answer calls and in-person questions responding with courtesy, compassion, respect, and dignity.
• Provide emotional support to guests and other people experiencing homelessness.
• Maintain a working knowledge of safety measures and tools, including emergency plans.
• Monitor all entrances to the premises to ensure that no unauthorized individuals enter the premises.
• Monitor cameras and address any issues observed in accordance with site policies and procedures.
• Perform ongoing interior and perimeter checks to ensure the facility is clean and secure.
• Perform regular wellness checks to ensure guests have not succumbed to overdose or medical conditions.
• Use harm reduction principles and trauma-informed care when engaging with guests.
• Help address stressful situations by assessing the cause, determining the appropriate response, and de-escalating conflicts or heightened emotions in accordance with Urban Alchemy’s best practices.
• Work collaboratively with other team members and persons in crisis to quickly assess the needs of individuals experiencing mental health crises and respond accordingly.
• Respond to health emergencies as needed, contacting 911, providing first-aid, administering Narcan for opioid overdose reversals, and taking other steps in accordance with Urban Alchemy’s policies.
• Know and adhere to Urban Alchemy’s critical incident policies, including reporting requirements.
• Day-to-day maintenance of record keeping, incident reporting, and updating guest files.
• Mai…