Lead Guest Services Specialist

Lead Guest Services Specialist

Program: Medical Respite

Location: 1171 Mission St.

Reports To: Assistant Manager

Status: Non-exempt, Union

Wage: $25.70/hour

Schedule: Thursday-Monday, 11pm-7am

Job Summary:

Lead Guest Services Specialists both provide culturally appropriate, trauma-informed services to clients of Medical Respite and support their shift team in the provision of such. LGSSs are the link between Guest Services Specialists and Assistant Managers and take the lead on their shift in coordinating the provision of services and system navigation to support client health and safety. The nature of work requires sustained physical effort involving considerable standing, walking, bending, stooping, and lifting of patients.

Essential Job Functions:

• Support the Medical Respite mission to promote stabilization, hope, and healing for adults experiencing homelessness in San Francisco.
• Work collaboratively with CFSF and DPH employees in an integrated team to meet shared goals.
• Ensure that clients are treated with dignity and respect, and that their physical needs are adequately met while residing at the facility.
• Monitor health & safety issues (including behavioral health issues) within the building, and provide de-escalation and conflict resolution to clients as needed.
• Lead incident reporting of client and facility health and safety issues.
• Lead search for coverage for staff shortages and call offs; keep on-call log up-to-date.
• Train new staff on operational protocols; retrain existing staff on policies and procedures as needed.
• Manage shift communication with CFSF and DPH teams regarding admissions and discharges.
• Assist DPH with client navigation and clinic flow, including intakes and discharges.
• Support Guest Services Specialists with taking lunches, breaks, and time away from posts for training.
• Create and lead one weekly socialization group, activity, or programming.
• Assess training needs and make recommendations to Assistant Managers or Deputy Director.
• Monitor all visitors to the building to provide privacy and security.
• Respond in the moment to client needs and requests.
• Assist patients safely using the bathroom with proper sanitation & clean-up after patients.
• Assist with heating and serving meals.
• Monitor client belongings at intake, at bedside, and at discharge.
• Light cleaning of the facility.
• Adhere to established policies and procedures.
• Attend training and meetings as needed.
• Other related duties as assigned.

Background & Experience:

• High school diploma or G.E.D.
• Previous Home Health Aide experience and/or experience working with the homeless population.
• Previous supervisorial experience.
• Ability to work both independently and cooperatively.
• Ability to de-escalate conflict.
• Knowledge of homelessness, healthcare, substance use disorder, HIV, harm reduction, co-occurring disorders, dementia/cognitive impairment, cultural diversity issues, and relevant resources.
• Able to work effectively with diverse individuals who self-identify by cultural, language, neighborhood, sexual identity, gender and other definitions.
• Ability to write and speak effectively.
• CPR and first aid certification required within 90 days of hire.

Preferred Qualifications:

• Multicultural, multilingual
• Passion for working with at-risk client populations
• Lived experience with homelessness and/or systems of oppression
• Strong self-awareness, cultural humility, and commitment to personal praxis.
• Good organizational skills
• Good written and oral communication skills
• Knowledge of San Francisco community resources and neighborhoods

Physical Requirements:

• Ability to stand and walk as needed throughout the shift for extended periods of time.
• Ability to lift up to 50 lbs.
• Ability to sit and use a computer, including keyboard and visual display terminal, for extended periods of time.
• Finger, hand, and wrist agility.
• Ability to complete tasks in an environment where interruptions are the norm and background noise is present.
• Ability to move through buildings commonly including stairs, between buildings, and out in the community.

Community Forward SF (CFSF) reserves the right to revise job descriptions or work hours as required. The above statements are intended to describe the general nature and level of work being performed by the person assigned to this position. Essential job duties are intended to describe those functions that are primary to the performance of this job. Other job duties include those that are considered secondary to the overall purpose of this position. This position description does not state or imply that the above are the only duties and responsibilities assigned to this position. Employees holding this position will be required to perform any other job-related duties as requested by the supervisor and management. All requirements are subject to possible modification to reasonably accommodate individuals with a disability. All jobs are subject to contract funding availability. CFSF will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if CFSF is concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting the Civil Rights Department Fair Chance Act webpage.