Guest Services Assistant (FSC) II

Summary: Facilitate a warm and welcoming environment of Ho’okipa (Hospitality) for all guests and visitors of IHS at designated service locations . Provide exceptional guest  and meal service that ensures the welfare, health and safety of 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 carry out daily site specific and organizational procedures that create a culture of hospitality, trust and respect.

3. Cook, prepare and serve meals in accordance with food sanitation standards and meal program policies/procedures; ensure meal prep, storage and service areas are clean and organized. Ensures the food pantry, supply room and walk-in refrigerator / freezer are kept clean and organized.

4. Assist with creating Kitchen, Tutu Bert’s menu and USDA menu weekly.

5. Assist the GSM / FSC in conducting Food Safety training classes and fostering a safe working environment for the GSA/ FSC staff and community volunteers.

6. Maintain kitchen inventory and place orders for kitchen supplies.

7. 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 EMS is contacted. 

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

9. Defuse verbal/physical altercations in a non-violent manner using Crisis Prevention Intervention techniques (CPI).

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

11. Assist and ensure that shelter/site premises are clean and the environment is free from safety/health hazards; ensure that IHS property/equipment is handled with care and used as directed, report potential hazards, defects or dangerous situations to Guest Services Supervisor or Maintenance Dept. for repair schedules or immediate action.

Other Duties:

1. Answer phones at designated sites and/or perform receptionist duties as necessary.

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

3. Assist guest services as needed and 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; provide assistance to guests in retrieving their necessary medications in storage and ensure medication log is consistently updated accurately. 

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

5. Perform other duties and accept responsibilities as assigned.

Supervisory Responsibility: 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. GSAFSC II employees are assigned as shift leaders, assume basic responsibilities of leading the shift to include that staff are working safely, are working as scheduled and to report incidents to management as directed. 

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

4:30am through 1:00pm and/or 

11:00am through 7:30pm

Other shifts:

6:00am through 2:30pm and/or

2:00pm through 10:30pm and/or

10:00pm through 6:30am  

Competencies:

1. Communication/Conflict Management

2. Trustworthiness 

3. Customer Oriented

4. Teamwork

5. Computer/Data Entry

Required Knowledge/Skills/Abilities:

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

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

3. Excellent people and customer service 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 and Experience: 

1. High School diploma or GED equivalent.

2. Six months to one year of direct service or customer related experience working with disenfranchised or medically fragile population. 

3. Basic computer skills; able to navigate google email, Microsoft applications and databases.

4. Valid Driver’s License and clean traffic abstract. 

5. Food Service Certified/USDA standards certified or able to pass at IHS.

Preferred Education and Experience: 

1. Some college coursework or related certifications..

2. At least one to one and a half years customer service experience, cooking and meal planning experience. Experience in group home settings with homeless or disenfranchised individuals.

3. CPI certified or able to pass at IHS.

4. CPR and 1st 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.