Guest Service Specialist PT Eddy Street Apartments

Position Details

Job Title: Guest Services Specialist

Program: Eddy Street Apartments

Reports To: Property Operations Manager

Status: Non-exempt, Non-union

Wage: $24.41/hour

Hours: Saturday/Sunday 3pm to 11pm (Swing Shift)

Guest Services Specialists (GSS) provide culturally appropriate, trauma-informed services to residents of the Eddy Street Apartments. GSS are frontline responders responsible for the daily operations of the building, supporting guests’ health, safety, and well‑being, and providing supportive counseling, resources, information, outreach, and individual and systemic advocacy. The role requires sustained physical effort involving standing, walking, bending, and stooping.

• Support the Community Forward SF (CFSF) mission to promote stabilization, hope, and healing for permanent supportive housing residents in San Francisco.
• Work collaboratively with other CFSF employees and outside providers in an integrated team to meet shared goals.
• Ensure that residents are treated with dignity and respect and that their physical, psychological, and emotional needs are adequately met while residing at the facility.
• Monitor and report on health & safety issues (including behavioral health issues) within the building, and provide de‑escalation and conflict resolution to residents as needed.
• Verify identification and log all visitors to the building to provide privacy and security.
• Maintain visitor log.
• Respond effectively in the moment to resident needs and requests.
• Answer incoming phone calls and relay messages to CFSF staff and ESA residents.
• In conjunction with site management, solicit, receive, and respond to resident input and feedback to improve program services.
• Assist in maintaining the cleanliness of the facility.
• Adhere to established policies and procedures.
• Attend trainings and meetings as needed.
• Other related duties as assigned.

• High school diploma or G.E.D.
• Previous experience working in affordable housing or lived experience in affordable housing.
• Previous experience working with the unhoused community.
• Ability to work both independently and cooperatively.
• Ability to effectively de‑escalate conflict.
• Comfort with technology and basic computer proficiency with email, MS Office, and/or G‑Suite.
• Understanding of homelessness, trauma, domestic/intimate partner violence, substance use disorder and recovery, HIV/AIDS, harm reduction, mental health disorders, neurodiversity, LGBTQIA+ communities, and systems of oppression.
• Ability to work sensitively with individuals from diverse cultures, languages, abilities, backgrounds, and identities.
• Ability to write and speak effectively.
• CPR and first aid certification required within 90 days of hire.
• TB clearance and proof of COVID‑19 vaccination required within 7 days of hire.

• Multicultural, multilingual.
• Passion for working with at‑risk client populations.
• Lived experience with homelessness and/or other systems of oppression.
• Strong self‑awareness, cultural humility, and commitment to personal praxis.
• Good organizational skills.
• Good written and oral communication skills.
• Knowledge of San Francisco community resources and neighborhoods.

• Ability to stand and walk as needed throughout the shift or extended periods of time.
• Ability to lift up to 50 lbs.
• Ability to sit and use a computer, including keyboard and visual display terminal, for extended periods of time.
• Finger, hand, and wrist agility.
• Ability to complete tasks in an environment where interruptions are the norm and background noise is present.
• Ability to move through buildings, commonly including stairs, between buildings, and out in the community.

CFSF will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act.