SUMMARY

The Mission Support Mentor has the primary responsibility of supporting guest operations of Union Gospel Mission of Tarrant County’s (UGM-TC) Overnight Shelter (SW), Emergency Stabilization (SW), and Programs serving unaccompanied women and families. 

If you have experience in a customer service environment, and want a position where you can make a difference in the lives of others, this role is for you! Applicants with previous experience working in hospitality or retail as a front desk or customer service leader will transition well to this role, as it requires checking people in, working with various computer applications, and most importantly, serving and problem solving for our guests. 

WHAT YOU DO:

• Provide check-in service and meet the needs of residents and guests. 
• To ensure the safety of UGM-TC facilities, employees, program participants, guests, and visitors, and execution of daily responsibilities in key areas of operations. 
• Maintains professionalism and adheres to UGM-TC organizational and department specific Policies and Procedures.
• Exercising appropriate boundaries, the Mentor builds safe, trusting, and respectful relationships with program participants and guests served by applying a trauma informed approach.
• Protects the confidentiality, privacy, and dignity of program participants, guests, and visitors.
• Works in close collaboration with Courtesy Patrol to effectively respond to emergency situations. Provides timely crisis intervention. 
• Managing the phone system, demonstrating proper phone etiquette and protocols. Is a resource of knowledge for guests.
• Ensures cleanliness, order, and organization of the front desk area and lobby. Makes certain copies of all front desk forms and documents are regularly replenished.
• Monitors for strict adherence to facility safety and security Policy and Procedure governing authorized access UGM-TC’s premises. Take appropriate actions when program participants and guests found to be in violation of Policy, including lockouts, system flags, and safe and respectful escort off UGM-TC premises as determined appropriate. 
• Monitoring courtyards, dorm floors, lobby areas, and all entry and exit points of the Cox and Scott Walker buildings, continuously.
• Monitors for contraband through general observation and personal property searches each time a program participant or guest enters the Scott Walker or Cox building. Conducts drug and alcohol screenings in accordance with Policy and Procedure.
• Scans program participants and guests in and out of the residential program to which he or she is assigned; scans for meals and other on-campus services.
• Completes daily shift reports and reviews Communication Logs and verbally briefs incoming persons of incidents that occurred before the end of her shift.
• Inventory, dispense, and/or properly store consumable items, including cleaning supplies. 
• Actively participants in Multidisciplinary Team (MDT) meetings as assigned. 
• Submits maintenance requests immediately as maintenance problems are observed or reported. 

KNOWLEDGE, SKILLS, ABILITIES, OTHER QUALIFICATIONS

High school diploma or equivalent required. Some college preferred. Experience working with vulnerable adults and children in an emergency shelter environment or long-term supportive housing program. Additionally, the Mission Support Mentor:

1. Demonstrates deep understanding of intergenerational trauma and poverty and the impact on adults and children; implements trauma informed de-escalation strategies and techniques focused on avoiding re-traumatization. 
2. Demonstrates cultural competency through the ability to understand and effectively communicate with individuals from various cultural backgrounds. 
3. Possesses excellent interpersonal skills and the ability to work well with UGM-TC employees across departments at all levels of the organization, students, and parents.

DISCLAIMER STATEMENT

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

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