Guest Support Specialist

Job Description

Job Title:

Guest Support Specialist

Rev. Date

02/22/24

Department

Programs and Services

SOC Code

Location:

Multi

Flsa

Hourly – non-exempt

Reports To

Guest Services Assistant Manager

Responsibility

EEO Code:

Individual Contributor

Purpose: The Guest Support Specialist promotes wholeness in a person’s life by provision of emergency service provision, as well as ongoing 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.

Essential Functions

• Responsible for engaging and providing generous hospitality for all guests who are seeking services at Cherry Street Mission Ministries.
• Conduct admission and intake and provide appropriate referrals to CSMM programs, medical, mental health, and other services as needed.
• Demonstrate ability to complete all assigned tasks during your shift by completing the workflow checklist.
• Peer-to-peer training and mentoring.
• Conduct data audits and ensure accuracy, including but not limited to attendance audits and software updates.
• Assist service providers in contacting people with limited accessibility and ensuring streamline communication and follow-up.
• Responsible for entering information and documentation into software in an accurate and timely manner (12-hour period).
• Responsible for answering incoming calls related to Guest Services.
• Monitor building safety and flow (entering/ exiting), including but not limited to residential check-in process.
• Conduct crisis intervention and debriefing when necessary, including but not limited to verbal de-escalation.
• Encourage people in their personal goals and acknowledge milestones.
• Exemplify organizational core values when greeting and providing direction to volunteer teams, donors, community service providers, etc.
• Seek to advance the skill set needed by attending internal and external training opportunities and all mandatory staff meetings.
• Perform risk assessment and implement harm reduction techniques, including but not limited to being mindful of person and others safety, reporting security breaches, and others as appropriate.
• Responsible for upholding all standard operating procedures (SOP’s); 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 order requests.
• Essential Functions may be revised upon management discretion
  
  

Qualifications

Education and Experience

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

Knowledge, Skills, And Abilities

• Exhibits flexibility, open-mindedness, and positive adaptation to change.
• Exhibits excellent customer service, hospitality, and professionalism.
• Ability to work with people from diverse backgrounds (socio-economic, cultural, etc.)
• Knowledge 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.
• Respect 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 integrity.
• Responds positively to feedback with willingness to improve (coachable).
• Honors dignity and worth of all people.
• Provide non-judgmental care for all.
  
  

Licenses, Certificates, And Other Requirements

• Driver's License Required
• Mental Health First Aid Certified or completed within the first year of employment preferred.
• Suicide Prevention Training or completed within the first year of employment preferred.
• Trauma- Informed Care Training or completed within the first year of employment preferred.
• Cherry Street Mission Ministries Discipleship Training
• As a condition of employment, each team member is required to agree to the Cherry Street Mission Ministries Statement of Faith & our CORE values.
  
  

At Cherry Street, we believe that we represent five (5) core values all the time (remember the name Cris G.; it’s the first letter of each core value).

• Christ focused -> Christ is in the center of me. I look at people and situations through the lens of Christ and then behave accordingly.
• Relational -> Our work is delighting in the eye-to-eye moments with people and relentlessly pursuing health with them
• Innovative -> Willing to try new things.
• Solution oriented -> The answer is “yes”
• Gritty -> Like the process of refining Gold, the process of redemption gets messy and difficult before it becomes beautiful and rewarding. We find God in people’s lives, including our own, when we’re willing to walk through the difficult times, even when it takes a long time, in order to see the beauty on the other side.
  
  

Work Environment

Exposure to (“F” Frequent; “O” Occasional; “R” Rare; “N” Never) :

R

Fumes

O

Humidity

N

Electrical Hazards

N

Dust

N

Mechanical Hazards

N

Burn Hazards

N

Loud Noise

R

Biological Hazards

N

Sharp objects

N

Vibration

N

Chemical Hazards

N

Fall Hazards

N

Confined Spaces

N

Height Hazards

N

Overhead Hazards

Equipment/Personal Protective Equipment Used

• None
  
  

Physical Demands (“F” Frequent; “O” Occasional; “R” Rare; “N” Never)

F

Stand

F

Handle/Feel (using fingers)

O

Grasp

F

Walk

N

Crouch/Kneel/Stoop/Crawl

N

Climb

O

Sit

F

Talk

N

Balance

F

See/Detect

F

Hear/Listen

O

Bend

R

Push/Pull

N

Apply repetitive motion

O

Reach

Lifting Requirements

• Sedentary work - Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
• Light work - Exerting up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg control requires exertion of forces greater than that of sedentary work and if the worker sits most of the time, the job is considered light work.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
• Heavy work - Exerting up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.
• Very heavy work - Exerting in excess of 100 pounds of force occasionally, and/or in excess of 50 pounds of force constantly to move objects.
  
  

Signatures

Executive

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Human Resources

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