Guest Support Specialist

Job Title:

Guest Support Specialist

Rev. Date:

11/09/21

Department:

Ready For Life (RFL)

SOC Code:

Location:

ALL CSMM Locations

FLSA:

Hourly - Non-exempt

Reports to:

Guest Services Manager

EEO Code:

Responsibility:

Individual Contributor

Purpose: The Guest Support Specialist promotes wholeness in a persons life by provision of emergency and 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.

All staff members at Cherry Street perform their job duties in the context of the Gospel of Jesus Christ. It is our express purpose to minister to individuals (e.g., staff, volunteers, donors, guests) through the practical discipleship steps of eliminating poverties of spirit, soul and body.

Essential Functions:

• Responsible for engaging and providing generous hospitality for all guests who are seeking services at Cherry Street Mission
• Conduct admission and intake, screening tool, and provide referrals to Ready for Life Program, High Acuity Program, or any other applicable program and service tracks
• Assist Community Resource Navigators and/or community partners in contacting difficult to reach Guests and ensuring streamline communication
• Responsible for entering information and documentation into software in an accurate and timely manner
• Responsible for answering incoming calls related to Guest Services and Programs
• Monitor building safety and flow (entering/ exiting)
• Conduct crisis intervention and debriefing when necessary, including but not limited to verbal de-escalation
• Responsible for Guest Residential check-in process, if assigned to shelters
• Encourage Guests in their personal goals and acknowledging milestones
• Greet and provide direction to volunteer teams, donors, community service providers, etc.
• Seek to advance the skill set needed by attending internal and external training opportunities and attending all mandatory staff meetings
• Perform accurate risk assessment and implement harm reduction techniques (e.g., mindful of person and others safety, reporting security breaches)
• Maintain professional, moral, and ethical boundaries (e.g., confidentiality, respect of differences, concise and honest documentation, etc.)
• Responsible for upholding all standard operating procedures (SOPs); 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 requests
• Provide Christ-centered guidance and model a life of wholeness by engaging with faith community, maintaining an active worship and prayer life, and leading with Christ-like behavior and conduct
• Supports organization by upholding mission, vision, and values of Cherry Street Mission Ministries in behavior and speech
• Responsible for working in collaboration with Residential Support Specialist to ensure building needs are met, if assigned to shelters

*Essential Functions may be revised upon management discretion

Qualifications

Education and Experience

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

Knowledge, Skills, and Abilities

• Exhibits flexibility, open-mindedness, and positive adaption to change
• Exhibits excellent customer service, hospitality, and professionalism
• Ability to work with people from diverse backgrounds (socio-economic, cultural, etc.)
• Knowledgeable 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
• Respects 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
• Suicide Prevention Training or completed within the first year of employment
• Trauma- Informed Care Training or completed within the first year of employment
• CSMM Discipleship Training

*As a condition of employment, each team member is required to agree to the Cherry Street Mission Ministries Statement of Faith.

Work Environment:

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

Equipment/Personal Protective Equipment Used

• None

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

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.

Executive:

Human Resources:

Employee Signature:

Employee Name (print):

Date: