Summary: Facilitate a warm and welcoming environment of Ho’okipa (hospitality) for all guests and visitors of IHS at designated service locations. Implement policies and procedures that impact the health, safety and welfare of all IHS guests and visitors on respective shifts. Ensure that exceptional guest service and a clean environment is provided for all IHS guests.

Essential Functions

1. Demonstrate excellent customer service consistent with the standards contained in the Vision, Mission, and Values of the organization.

2. Professionally interact with, support internal IHS policies and ensure that daily site specific and organizational procedures for guests, volunteers, visitors and staff are followed.

3. Mentor, support, and provide timely coaching and training of the guest services staff.

4. Coordinate operations schedules to ensure the needs of the guests and the safety of operations are met

5. Work alongside and collaboratively with respective IHS operations, program staff and outside partners to ensure the consistent delivery of services to guests.

6. Observe guest behavior as needed to recognize behavioral changes in an effort to maintain a safe and respectful environment; accurately document information regarding guests into SAMi especially IR’s (incident reports) including documenting when emergency situations arise with police, fire or ambulance have been contacted. 

7. Ensure an accurate account of all events occurring during shift in the daily operations log and ensure vital information is passed on during shift changes.

8. Defuse verbal/physical altercations in a non-violent manner using Crisis Prevention Intervention techniques (CPI) and help guest services staff defuse using CPI techniques.

9. Facilitate emergency procedures including but not limited to situations involving fires, evacuations, use of 911 emergency services, first aid, CPR, drills and codes etc.

10. Assist and ensure that shelter premises are clean and the environment is free from safety/health hazards; ensure the care of IHS property and report potential hazards or dangerous situations to the Maintenance Dept. for a repair schedule or immediate action.

Other Duties

1. Provide assistance to guests by working alongside with guest services staff; cover shift or find coverage if staff shortage occurs. 

2. Process initial guest intakes and exits when necessary, inform guests of all services provided by IHS and explain their rights and responsibilities while at the shelter or designated service site; document accurately in SAMi and HMIS including using the VI-SPDAT as part of Coordinated Entry.

3. Welcome visitors, accept donations, issue receipts to donors and store items in the proper manner.

4. Attend all mandatory training, general staff and department meetings when directed. 

5. Performs other duties and accepts responsibilities as assigned.

Supervisory Responsibility: This position has overall supervisory responsibility for all guest services staff on shift. This position may have daily supervisory responsibility of in-house and community volunteers who are providing care, programming and assistance for the guests of IHS. The responsibility when assigned, includes ensuring volunteers are working safely, are monitored and supported to have a positive volunteer experience. 

Position Type/Expected Hours of Work: Hours may include some evenings, weekends and holidays. Hours and days may vary based on the needs of the organization. Must be available to supervise and/or cover when necessary for one or more of the following shifts:

6:00 AM - 2:30 PM and/or 

2:00 PM - 10:30 PM and/or 

10:00 PM - 6:30 AM

Competencies

1. Leadership

2. Communication/Conflict Management

3. Customer Oriented

4. Teamwork

5. Adaptability

Required Knowledge/Skills/Abilities

1. Knowledge of homelessness and the issues associated with it; mental health and substance abuse issues

2. Strong interpersonal, verbal and written communication skills with an emphasis on conflict resolution

3. Able to coach and motivate; strong decision making skills

4. Possess personal qualities of integrity, patience and commitment to mission

5. Flexible and able to multitask; can work within an ambiguous, fast-moving environment

Required Education & Experience

1. High School diploma or GED equivalent

2. One to two years of customer service, direct service or supervisory related experience working with disenfranchised populations 

3. Basic computer skills; able to navigate Google e-mail, Microsoft applications and databases

Preferred Education & Experience

1. Some college or Associate’s degree in Human Services or related field

2. At least one to one and a half years customer service experience or experience with homeless clients; two years of supervisory experience

3. Valid Driver’s License and clean traffic abstract

4. CPI certified or able to pass at IHS; CPR and First Aid certified or able to certify through IHS 

5. Physically capable of communicating with, caring for and facilitating activities for guests of all ages and varying comprehension levels 

 IHS is an Equal Opportunity Employer, maintains a Drug and Alcohol-free Workplace, and is an employer of National Service.