Job Title: Guest Relations Specialist
Position Type: Full Time
Reports to: Guest Relations Manager
ABOUT BROAD STREET MINISTRY:
Broad Street Love is an organization that helps Philadelphians living in deep poverty stabilize their lives through a unique offering of meals and social services that is welcoming to everyone. Our long term vision is not only to meaningfully reduce the trauma and suffering caused by scarcity for Philadelphia's most vulnerable populations, but, along with best-of-class social services and government partners, to break the cycle of poverty, homelessness and hunger in Philadelphia.
POSITION SUMMARY:
The Guest Relations Specialists will provide a hospitable welcome to staff and stakeholders. Guest Relation specialists support operations throughout the day by managing the flow of guests coming in and out of the building from service to service and keeping an eye on the safety and well-being of all that are in the building. Guest Relation specialists are often the first responders to crisis and escalation.
DUTIES AND RESPONSIBILITIES:
- Learn about and practice radical hospitality, trauma aware, person centered crisis support and restorative boundary setting for de-escalation team and wider social services
- Communicate with different social service and restorative service team members about their safety and program flow needs
- Work as a team in implementing new flow related protocols, evaluate procedure and work with team on improving systems related to flow
- Monitor for safety, escalation, wellness needs through ongoing attempts at rapport building and observation of guests, volunteers, staff and other stakeholders who enter the building
- Maintain record of guests who need special de-escalation related accommodations and boundaries and lead the planning with de-escalation team in strategizing creative and person centered interventions
- Maintain accurate record of incidents that occur in the building including, altercations, medical and behavioral health crisis that resulted in interventions both in house and or calling rescue
- Provide hospitable welcome and support to volunteers, partners and other constituents in the building who may or may not be receiving services
- Work alongside concierge team in communicating about guests needs as they arise
- Provide support and safety to the team on the hygiene truck during weekly distributions to ensure order and manage the flow of community participants, as needed.
- Provide context to wider team about guests needs, patterns of behavior, population flow and changes to trends among the community
- Ability to work overtime for occasional special events (scheduled in advance)
- Other duties and responsibilities as assigned.
QUALIFICATIONS AND SKILLS/EXPERIENCE :
- Preferred one year or more experience, working in a drop-in social service model
- Experience successfully verbally de-escalating people either professionally or personally
- Experience working with people experiencing mental health and substance use and abuse disorders
- Ability to be trained in trauma awareness, varying de-escalation models and other topics that may enhance knowledge and practice
- Willingness to train and administer overdose reversals and appropriate First Aid and CPR
WORK SCHEDULE:
This is a full time, non- exempt position located at 315. S. Broad Street in Philadelphia. Normal working hours are between 8:00 a.m. and 4:00 p.m. Monday through Friday. Flexibility to work evenings and weekends, and holidays as needed to support the events and special projects is required.
OTHER:
Broad Street Love does not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, criminal record, or any other status protected under federal, state, or local law. Broad Street Love believes that diversity and inclusion among our staff is critical to our success as a community services organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
This position is located at Broad Street Love, 315 S. Broad Street. Employees are required to perform work on-site, and all or most orientations will occur on-site.
Hours: 40 hours/week
Compensation: $20/hour
Apply with the subject line: Guest Relations Specialist please send resume and cover letter of how your experiences relates to this position to employment@broadstreetlove.org
