Guest Service Specialist PT Eddy Street Apartments

Job Summary

Guest Service Specialists (GSS) provide culturally appropriate, trauma-informed services to residents of the Eddy Street Apartments. They support residents' health, safety, and well-being, and provide supportive counseling, resources, information, outreach, and individual and systemic advocacy.

Essential Job Functions

• 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 residents are treated with dignity and respect and that their physical, psychological, and emotional needs are adequately met.
• Monitor and report on health & safety issues (including behavioral health issues) within the building, and provide de-escalation and conflict resolution as needed.
• Maintain visitor log, monitor and verify identification, and log all visitors to ensure privacy and security.
• 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.
• Aid in maintaining the cleanliness of the facility.
• Adhere to established policies and procedures.
• Attend trainings and meetings as needed.
• Other related duties as assigned.

Background & Experience

• 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.

PREFERRED QUALIFICATIONS

• 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.

Physical Requirements

• 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.