Evening Guest Services Specialist

Location: 444 Harrison Ave – Boston, MA

About the role

The Guest Services Specialist (GSS) works from Pine Street Inn policy and procedures to ensure a safe shelter environment for guests and staff. The GSS focuses on the direct care of guests, responding to their needs in a timely and professional manner. The role involves assisting with the development and implementation of a housing pathway by motivating guests to work on housing and connecting them to appropriate resources. The GSS also helps guests access substance abuse, mental health, and medical resources when the shelter cannot safely accommodate their needs. The position requires staying energized and focused even under ambiguous and strenuous demands, entering data into the Homeless Management Information (HMIS) system, and documenting reports according to agency policy. The GSS must make sound decisions and seek guidance from a supervisor when needed.

Responsibilities

• Respond to guests in a timely and professional manner based on the prioritization of their needs.
• Assist with the development and implementation of a housing pathway for guests.
• Motivate guests to rapidly work on housing and connect them to appropriate resources.
• Help guests connect with substance abuse, mental health, and medical resources when necessary.
• Enter data into the Homeless Management Information (HMIS) system and document reports per agency policy.
• Make sound decisions and seek guidance from a supervisor as needed.
• Stay energized and focused during ambiguous and strenuous situations.

Requirements

• High School diploma or GED.
• Minimum of one (1) year of experience in the Human Services field.

Skills

Physical Abilities

• Ability to stand for long periods of time.
• Ability to stretch, bend, and lift up to 25 lbs.
• Ability to assist guests up and down stairs and in and out of wheelchairs.
• Ability to respond quickly to emergencies.

Mental Abilities

• Ability to respond safely, quickly, and calmly in emergencies and emotionally charged situations.
• Good judgment in stressful situations.
• Sensitivity and patience to work with guests suffering from mental illness, alcohol, and other drug addiction.
• Resilience in difficult and ambiguous situations.
• Ability to handle multiple assignments.
• Clear verbal and written communication skills.
• Ability to comprehend and apply Motivational Interviewing and Trauma-Informed Care skills.
• Non-judgmental communication and active listening skills.

Preferred Qualifications

• Valid MA driver’s license in good standing.
• Bilingual (English/Spanish).
• Experience administering Narcan 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.

Pay

$21.40 - $23.97 per hour, based on experience and skill set.

Schedule

Sunday-Thursday, 2:45pm-11:15pm. Essential position during weather and other emergencies.