GSA 2ND Shift - Evolution

Guest Service Agent

DEPARTMENT: Gateway Main

REPORTS TO: Program Manager, GSA Supervisor, Lead

FLSA STATUS: Hourly – Non – Exempt

CLASSIFICATION: Full Time (40 HRS)

Shift: Mon – Fri from 3 PM – 11:30PM

Work location: On-site

COMPENSATION: $15/hr Employee benefit package eligible for full time

PURPOSE:

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by an incumbent in this position. This position may be required to perform job related tasks other than those specifically presented in this description. The description is not a contract or guarantee any kind, can be changed or eliminated at any time and does not alter the at – will status of all non – contractual employees.

POSITION SUMMARY:

The Guest Service Agent will provide program support services either in the morning. Provide welcoming, attentive customer service to our clients through utilization of knowledge and proficiency in all aspects of GSA duties. Position is responsible for expanding their knowledge of services available for target population through continuing education (training) opportunities and willingness to learn new tasks. This position must maintain the security and confidentiality needed for this type of specialized program. The Guest Service Agent must be available to intervene in conflict or crisis situations and is responsible for maintaining documentation, ensuring the smooth operation of programs during their assigned hours. The Guest Service Agency will work with other staff and volunteers to create a supportive community, helping to meet the needs of each resident.

PRINCIPAL ACCOUNTABILITIES:

Promote exceptional customer service for our guests/clients during all stages of their visit

Function as a team member at all times by communicating effectively and diplomatically, being approachable and willing to assist coworkers, maintaining a positive and proactive attitude, and promoting interdepartmental communication and cooperation

Provide service tickets and/or directions on where and how to access services at GWC

Manage phone system and properly direct incoming calls

Provide appropriate referrals to community services based on client request(s)

Maintain a shift log of activities

Assess and respond to resident crises or conflicts

Assess and manage emergencies according to Gateway Center’s emergency protocol

Identify appropriate responses to emergency protocol triggers

Identify when external assistance is needed and contact appropriate party (i.e. supervisor, law enforcement, medical assistance, etc.)

Monitor the safety and security of the facility and/or dorms

Participate in the ongoing development of shelter safety and emergency

Work to increase level of cultural sensitivity, awareness and competency

QUALIFICATIONS:

High school diploma with a minimum of two (2) years of experience or social services experience in a recovery environment will be considered

Strong organizational skills and commitment to substance abuse and disease concept focused treatment models

Excellent written and verbal communication skills

Proficient in Outlook and Microsoft Word and other Software Packages

PHYSICAL DEMANDS:

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.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms, and talk or hear. The employee is required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to airborne pathogens. The noise level in the work environment is

usually moderate.

EQUAL OPPORTUNITY EMPLOYER:

Gateway Center is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, sexual orientation or any other basis prohibited by applicable law.

Gateway Center also takes affirmative action to employ, and advance in employment, qualified women, minorities and covered veterans. Gateway Center also makes reasonable accommodations for qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state laws.

Since 2005, Gateway Center (GWC) has been committed to providing effective, strategic and innovative solutions as part of our collaborative model.

GWC is a proven leader and has positioned ourselves to be adaptable to respond to the needs of the homeless community. GWC programs are designed to address the underlying barriers that prevent individuals and families from transitioning out of homelessness, such as unemployment, behavioral health, housing affordability, and/or medical conditions. We provide a trauma informed and a client-centered environment where individuals can receive the tools they need to end their homelessness and achieve self-sufficiency. To ensure the alignment of services, Gateway Center has focused our efforts into our Five Keys to Success (1) Housing Placement and Stability, (2) Health and Wellness, (3) Family and Community Engagement, (4) Job Skills Training and Placement, and (5) Literacy.