Pine Street Inn
Job Summary
The Guest Service Specialist will assist the guests, callers, and visitors of the shelter in learning about and accessing the services we provide, particularly those relating to emergency shelter, food, clothing, medical care, housing services, and other referral needs. The Specialist will ensure a safe and secure environment for guests and staff at Pine Street Inn Shattuck Shelter, intervene with assistance in the development and implementation of a housing pathway by motivating guests to rapidly work on housing and connecting guests to appropriate resources. The Specialist will also assist guests in connecting with substance abuse, mental health, and medical resources when the shelter cannot safely accommodate a guest’s needs. The Specialist is required to provide optimal customer service; stay energized and focused even when demands are ambiguous and strenuous. The Specialist is required to enter data into the Homeless Management Information (HMIS) system and to document reports in keeping with agency policy. The Specialist is required to make sound decisions and appropriately seek guidance from a supervisor when needed. The Specialist will operate, organize, and maintain the shelter front desk and related equipment, including a multi-line phone system, security cameras, security screening, and front door entry requests and will be responsive to guest needs as well as requests from other Pine Street Inn staff, vendors, visitors, volunteers, and the greater Lemuel Shattuck Hospital community.
Key Responsibilities
Assist guests, callers, and visitors in learning about and accessing services.
Ensure a safe and secure environment for guests and staff.
Intervene and assist in developing and implementing housing pathways.
Connect guests with substance abuse, mental health, and medical resources when needed.
Provide optimal customer service; remain energized even under ambiguous, strenuous demands.
Enter data into the Homeless Management Information (HMIS) system and document reports in line with agency policy.
Make sound decisions and seek guidance from a supervisor when needed.
Operate and maintain the shelter front desk, multi-line phone system, security cameras, and related equipment.
Preferred Qualifications
Bilingual English/Spanish.
Valid Massachusetts driver’s license in good standing.
Knowledge of addiction, recovery, mental illness, and homelessness issues.
Experience with front line customer service and/or front desk customer service setting.
Required Qualifications
High School diploma or GED.
Minimum of one year of experience in Human Services.
Clear verbal and written communication skills.
Non-judgmental communication style.
Job Details Schedule: 40 hours, Thursday to Monday 6:45am to 3:15pm. Pay: $21.40–$30.00 per hour. Retention payment: $3,000 base, $1,000 at 12 months, $2,000 at 24 months. Location: 170 Morton Street, Pine Street Inn Shattuck Shelter.
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Key Responsibilities
Assist guests, callers, and visitors in learning about and accessing services.
Ensure a safe and secure environment for guests and staff.
Intervene and assist in developing and implementing housing pathways.
Connect guests with substance abuse, mental health, and medical resources when needed.
Provide optimal customer service; remain energized even under ambiguous, strenuous demands.
Enter data into the Homeless Management Information (HMIS) system and document reports in line with agency policy.
Make sound decisions and seek guidance from a supervisor when needed.
Operate and maintain the shelter front desk, multi-line phone system, security cameras, and related equipment.
Preferred Qualifications
Bilingual English/Spanish.
Valid Massachusetts driver’s license in good standing.
Knowledge of addiction, recovery, mental illness, and homelessness issues.
Experience with front line customer service and/or front desk customer service setting.
Required Qualifications
High School diploma or GED.
Minimum of one year of experience in Human Services.
Clear verbal and written communication skills.
Non-judgmental communication style.
Job Details Schedule: 40 hours, Thursday to Monday 6:45am to 3:15pm. Pay: $21.40–$30.00 per hour. Retention payment: $3,000 base, $1,000 at 12 months, $2,000 at 24 months. Location: 170 Morton Street, Pine Street Inn Shattuck Shelter.
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