Shattuck Shelter Counselor

SCHEDULE: 40 hours, Monday to Friday 6:45 am to 3:15 pm

Pays $21.40 per hour DOE

LOCATION: 170 Morton Street, Jamaica Plain, MA

JOB DESCRIPTION:

SUMMARY OF THE POSITION:

The Guest Service Specialist 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 Guest Service Specialist 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 Guest Service Specialist will also assist guests in connecting with substance abuse, mental health and medical resources when the shelter cannot safely accommodate a guests needs. The Guest Service Specialist is required to provide optimal customer service; stay energized and focused even when demands are ambiguous and strenuous. The Guest Service Specialist is required to enter data into the Homeless Management Information (HMIS) system and to document reports in keeping with agency policy. The Guest Service Specialist is required to make sound decisions and appropriately seeks guidance from a supervisor when needed.

The Guest Service Specialist. will operate, organize and maintain the shelter front desk and related equipment, including a multi-line phone system, security cameras, security screening, and 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 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:

QUALIFICATIONS:

EDUCATION/TRAINING:

REQUIRED:

• High School diploma or GED

PREFERRED:

• Valid MA drivers 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 guests 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 Mens 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.