Guest Support Specialist

Overview

Description

Job Title:

Guest Support Specialist

Rev. Date: 11/09/21

Department:
Ready For Life (RFL)

SOC Code

Location:

ALL CSMM Locations

Flsa:
Hourly - Non-exempt

Reports To:

Guest Services Manager

EOE Code:
Individual Contributor

Purpose:

The Guest Support Specialist promotes wholeness in a persons life by provision of emergency and supportive services that eradicate poverty and homelessness, enhances the quality of life, and provides a buffer against adverse life events. The function of this role is to deliver quality social support services; spiritual, emotional, instrumental, informational, and fellowship- tangible or intangible, conduct admission and intake, safety multi-support team meetings, and ensuring appropriate acuity level needs are being met.

All staff members at Cherry Street perform their job duties in the context of the Gospel of Jesus Christ. It is our express purpose to minister to individuals (e.g., staff, volunteers, donors, guests) through the practical discipleship steps of eliminating poverties of spirit, soul and body.

• Responsible for engaging and providing generous hospitality for all guests who are seeking services at Cherry Street Mission
• Conduct admission and intake, screening tool, and provide referrals to Ready for Life Program, High Acuity Program, or any other applicable program and service tracks
• Assist Community Resource Navigators and/or community partners in contacting difficult to reach Guests and ensuring streamline communication
• Responsible for entering information and documentation into software in an accurate and timely manner
• Responsible for answering incoming calls related to Guest Services and Programs
• Monitor building safety and flow (entering/ exiting)
• Conduct crisis intervention and debriefing when necessary, including but not limited to verbal de-escalation
• Responsible for Guest Residential check-in process, if assigned to shelters
• Encourage Guests in their personal goals and acknowledging milestones
• Greet and provide direction to volunteer teams, donors, community service providers, etc.
• Seek to advance the skill set needed by attending internal and external training opportunities and attending all mandatory staff meetings
• Perform accurate risk assessment and implement harm reduction techniques (e.g., mindful of person and others safety, reporting security breaches)
• Maintain professional, moral, and ethical boundaries (e.g., confidentiality, respect of differences, concise and honest documentation, etc.)
• Responsible for upholding all standard operating procedures (SOPs); ability to read, understand, and adhere to all written policies and procedures
• Responsible for incident reporting and responding to emergencies accordingly
• Identify facility issues and submit proper and timely work requests
• Provide Christ-centered guidance and model a life of wholeness by engaging with faith community, maintaining an active worship and prayer life, and leading with Christ-like behavior and conduct
• Supports organization by upholding mission, vision, and values of Cherry Street Mission Ministries in behavior and speech
• Responsible for working in collaboration with Residential Support Specialist to ensure building needs are met, if assigned to shelters
• Essential Functions may be revised upon management discretion

Education and Experience

• High School Diploma or equivalent required
• Experience in mental health field, shelter care, or similar preferred

Knowledge, Skills, And Abilities

• Exhibits flexibility, open-mindedness, and positive adaption to change
• Exhibits excellent customer service, hospitality, and professionalism
• Ability to work with people from diverse backgrounds (socio-economic, cultural, etc.)
• Knowledgeable of community resources and displays ability to collaborate well with external agencies and partners
• Apply problem solving skills that lead to barrier reduction
• Model and teach healthy coping skills and other growth opportunities
• Respects individuals rights with the ability to encourage and honor self-determination
• Excellent written and verbal communication, including active listening skills
• Displays patience, compassion, kindness, honesty, tact, and…