Guest Service Specialist

Location: 170 Morton Street

About the role

The Guest Service Specialist will assist guests, callers, and visitors of the shelter in learning about and accessing services, particularly those relating to emergency shelter, food, clothing, medical care, housing services, and other referral needs. The specialist will ensure a safe and secure environment for guests and staff, intervene to assist in developing and implementing housing pathways, and motivate guests to rapidly work on housing while connecting them to appropriate resources. The role also involves assisting guests in connecting with substance abuse, mental health, and medical resources when the shelter cannot safely accommodate their needs.

The Guest Service Specialist is required to provide optimal customer service, stay energized and focused even under ambiguous and strenuous demands, enter data into the Homeless Management Information (HMIS) system, and document reports according to agency policy. The specialist will make sound decisions and seek guidance from a supervisor when needed. Responsibilities include operating, organizing, and maintaining the shelter front desk and related equipment, such as a multi-line phone system, security cameras, security screening, and front door entry requests. The specialist will be responsive to guest needs as well as requests from Pine Street Inn staff, vendors, visitors, volunteers, and the greater Lemuel Shattuck Hospital community.

Responsibilities

• Assist guests, callers, and visitors in accessing shelter services, including emergency shelter, food, clothing, medical care, and housing referrals.
• Ensure a safe and secure environment for guests and staff at Pine Street Inn Shattuck Shelter.
• Intervene to assist in developing and implementing housing pathways, motivating guests to work on housing goals.
• Connect guests to substance abuse, mental health, and medical resources when shelter accommodations are insufficient.
• Provide optimal customer service, remaining energized and focused under ambiguous or strenuous demands.
• Enter data into the Homeless Management Information (HMIS) system and document reports according to agency policy.
• Make sound decisions and seek guidance from a supervisor as needed.
• Operate and maintain the shelter front desk, including a multi-line phone system, security cameras, security screening, and front door entry requests.
• Respond to guest needs and requests from Pine Street Inn staff, vendors, visitors, volunteers, and the greater Lemuel Shattuck Hospital community.

Requirements

• High School diploma or GED (required).
• Minimum of one (1) year of experience in the Human Services field (required).
• Ability to communicate clearly both verbally and in writing (required).
• Ability to communicate and listen in a non-judgmental manner (required).
• Valid MA driver's license in good standing (preferred).
• Bilingual English/Spanish (preferred).
• Knowledge in the areas of addiction, recovery, and mental illness (preferred).
• Experience with issues pertaining to the homeless (preferred).
• Experience with front-line customer service and/or a similar front desk setting (preferred).

Skills

• 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.

Pay

$21.40 - $23.97 per hour (based on relevant experience and skill set).

Schedule

40 hours a week, Thursday to Monday, 6:45am – 3:15pm.