Guest Services Technician

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Guest Services Technician

Market Range:

MR11

Approved Date:

2/25/2021 9:40:49 AM

FLSA:

Non-Exempt

EEO Code:

PARAPROFESSIONALS

Career Level:

C1

Career Level Description:

Core Services Level 1

Job Code:

100406

Job Family:

Social Services

Sub Family:

Housing Services

Primary Purpose

The Guest Services Technician provides outreach to men experiencing homeless seeking services at the South Wilmington Street Center and assists with day to day oversight of facility operations-- conducting intakes for new guests accessing the facility for services, engaging guests by offering assistance as needed, listening to guests concerns and takes steps to help them find solutions; roving different areas of the facility to ensure the building is safe and secure.

•

Admits guests daily by completing security checks on anyone entering the SWSC by requesting individuals to empty pockets, empty contents of any bags or packages, and scanning the individual with the metal detection wanding device assigns beds and completes the full check in process with new and returning guests, including new guest intakes; new guest orientation, verifying alerts, passing on messages, etc. using the SWSC computer system (HMIS).

1

35%

•

Gives an overview of community resources that may be of benefit to guest based on initial intake information and presenting issues to include, but not limited to educational services, medical, dental, and nutritional information, youth and volunteer activities, job placement, housing assistance, food stamps and Medicaid. Provides access to transportation to and from services as warranted.

2

10%

•

Provides intake services to all guests who present at the Center.  Greets and interviews applicants.  Gathers information, completes forms, verifies application information and provides information regarding services for which applicant is eligible.  Schedules appointments as required. Orients guests to cultural norms and provides an overview of services offered.

3

20%

•

Provides direct care to clients in residential programs.  Assists with activities of daily living.  Monitors and documents behavior.  Ensures all guest chores are assigned and completed satisfactorily; resolves conflict by using least intrusive methods for the situation, be it verbal techniques, calling for staff assistance, involving security, or calling 911; processes and files mail; delivers mail and messages to guests; monitors/provides cleaning supplies / hygiene items; ensures linen and towels are rolled and available; reports maintenance needs; preparing facility for White Flag events; completes overnight bed checks.

4

25%

•

Writes accurate and complete incident reports, interactions notes, shift synopsis entries, shift narratives, other required paperwork and enters accurate information into the HMIS within timeliness standards.

5

10%

Position(s) may perform other duties in addition to the above as assigned by management.

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

C1

Career Level Description:

Core Services Level 1

•

Works to deliver day-to-day objectives with some impact on achievement of the Work Group results.

•

Work follows defined standard procedures and consists of tasks that are routine.

•

Work is closely supervised.

•

Responsible for checking data and information when minor changes may be required based on review.

•

Follows a well-established and familiar set of activities and/or processes to derive a solution.

•

Communicates within and outside the immediate team to obtain and provide basic information.

•

N/A – Jobs at this level are focused on self-development.

•

Requires limited job knowledge of systems and procedures. Follows basic work routines and standards.

Qualifications

•

High school diploma or GED

•

No specific experience required

•

Equivalent education and experience are accepted

•

Bachelor's Degree

•

1 Year

Work experience with case management services, housing, and homeless populations.

•

CPR - Cardiac Pulmonary Resuscitation

Within 60 Days

•

FIRSTAID - First Aid

Within 60 Days

•

Excellent interpersonal, communication, and customer service skills.

•

Proficient ability to multi-task and work in a fast-paced environment while remaining organized and prioritizing workload throughout the day.

•

Proficiency in using computer software to carry out tasks. Competency using Word, Excel, database programs, the internet, e-mail is required.

•

Knowledge of case management techniques and the ability to provide case support.

•

Strong listener with the ability to empathize and problem solve.

•

Ability to work effective with in a team orientation.

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Interpersonal Skills

Treats others with courtesy, sensitivity, and respect.  Considers and responds appropriately to the needs and feelings of different people in different situations.  Perceives, assesses, and positively influences one's own and other individuals’ emotions.

Communication

Creates an atmosphere in which timely and high-quality information flows smoothly up and down, inside and outside of the organization; encourages open expression of ideas and opinions.

Attention to Detail

Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

Customer Service

Balances interests of a variety of clients, and readily readjusts priorities to respond effectively to pressing and changing demands for information, advice and assistance.  Anticipates and meets the needs of clients; achieves quality end products; and commits to continuous improvement of services.

Professionalism

Thinks carefully about the likely effects on others of one's words, actions, appearance, and mode of behavior. Selects the words or actions most likely to have the desired effect on the individual or group in question. Maintains calmness in stressful or adverse situations. Diplomatically handles challenging or tense interpersonal situations.

Team Leadership

Willingly cooperates and works collaboratively toward solutions that generally benefit all involved parties; works cooperatively with others to accomplish organizational objectives. Manages staff in ways that improve their ability to succeed on the job.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand and apply routine verbal and/or written instructions

Organization

Organize and prioritize individual work schedule to manage multiple tasks and/or projects

Decision Making

Make decisions that have an impact on the immediate work unit's operations and/or services

Communication

Communicate and explain a variety of information

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X