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The Salvation Army Guest Services Aide in Denver, Colorado

Description

Scope of Position:

The Salvation Army is seeking a Guest Services Aide; responsible for scanning, shelter bed assignments, answering the phones, greeting visitors, food service, general program support and a variety of administrative and communication duties. The Guest Services Aide is responsible for the safety and security of the guests and volunteers who are experiencing homelessness and staying in the men’s shelter. Treating al those receiving shelter with dignity and understanding the Guest Services Aide implements the rules of the shelter program fairly and equitably. The shelter is a seven day a week facility, with Guest Services operating from 7am-3pm, 3pm-11pm and 11pm-7am. Flexibility to work shifts throughout the week, including weekends and holidays, is required. This position may interact with individuals who are asymptomatic of COVID. This is a temporary, full-time, non-exempt position at $20.00 per hour and is subject to monthly renewal as needed. This position includes a sick-time accrual but is not otherwise benefits eligible.

Essential Functions:

Guests Services:

  • Work with the on-duty Program Supervisor to maintain accurate records.

  • Ensure all incoming guests, visitors, etc. are checked in appropriately, and all guests that have been Asked to Leave (ATL) are prevented from entering the facility

  • Direct new guests to the Intake process, helping to facilitate handoff for new residents

  • Reprint cards for guests who have lost cards, following the process established

  • Provide food service, towels, sheets, hygiene supplies, etc.

  • Monitor facility as assigned

  • Ensure all incoming calls and questions are responded to in a timely manner by ensuring that all personnel have a working knowledge of our available services as well as primary referral agencies, and incoming calls transferred to the appropriate employees.

  • Know and help enforce the rules and expectations of Shelter,

  • Maintain check in protocols

  • Complete appropriate Incident Reports (IR)

  • Process paperwork for service animals and scan completed paperwork

Guest Support

  • Helps to create and maintain an environment where guests feel safe and can be provided opportunities to pursue next steps.

  • Ensures the security and safety of assigned facility and guests during shift.

  • Sees to the welfare of guests by calling first responders

  • Ensures the cleanliness of guest services and contact, disposing of items not permitted in these areas, including guests’ personal items

Education and Work Experience:

  • Minimum High School Diploma or GED required.

  • Associates or Bachelor’s degree preferred.

  • At least one year of experience working with vulnerable populations, as demonstrated through education or work experience, required.

  • Customer services experience; effective communication and people skills

  • Experience with trauma informed care and crisis management techniques, preferred

Knowledge, Skills and Abilities Required:

Education and/or work experience commensurate with the duties and responsibilities required.

  • Must have/obtain current certification in first aid and CPR skills or obtain them within six months of hire.

  • Must have crisis intervention and non-violent mediation skills.

  • Must show respect for other employees, associates and clients, and the goals and objectives of The Salvation Army.

  • Desire to serve others who are overcoming hardships and experiencing homelessness

  • Ability to establish and maintain professional boundaries, work independently or in a team and collaborate with staff and other homeless services providers.

  • Ability to assess emergency situations and respond effectively using de-escalation techniques

  • Proficient written and verbal skills in the English Language

  • Must be prompt and dependable

  • Ability to coordinate various schedules and tasks

  • Complete internal Protecting the Mission training. Complete HMIS training, if not currently trained; Complete additional trainings as assigned by supervisor.

Qualifications

Education

Required

  • High School or Equivalent or better

Preferred

  • Associates or better

Experience

Required

  • Customer Service

  • 1 year: Work with vulnerable populations

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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