JOB TITLE: Guest Relations Specialist
REPORTS TO: Director of Community Engagement
STATUS: Part time
ABOUT BROAD STREET LOVE:
Broad Street Love (BSL) 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 Specialist will provide a hospitable welcome to staff and stakeholders. Guest Relation Specialist supports 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 Specialist is often the first responders to crisis and escalation.
DUTIES AND RESPONSIBILITIES:
● Learn about and practice radical hospitality, trauma aware tactics, person centered crisis support and restorative boundary setting for de-escalation team and wider BSL team.
● Communicate with different social service and restorative service team members about their safety and program flow needs
● Work as a team in implementing new workflow as it relates to operational protocols, evaluate safety procedures and work with team on improving work environment
● Monitor for safety, escalation, wellness needs through ongoing attempts at rapport building and observation of guests, volunteers, staff and other stakeholders
● Maintain record of guests who need special de-escalation related accommodations
● Support planning to develop de-escalation strategies for creative and person-centered interventions
● Maintain accurate records of incidents that occur in the building including altercations, medical and behavioral health crisis that resulted in interventions both in house and or calling external support teams
● Provide hospitable welcome and support to everyone in the building such as volunteers, partners and other constituents
● Work alongside all program teams 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 support and safety to the Outreach team during neighborhood visits, 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:
● Preferred one year or more experience, working in a drop-in social service organization
● Experience with successfully de-escalating people either professionally or personally
● Experience working with people experiencing mental health, substance use and abuse disorders
● Ability to be trained in trauma awareness, varying de-escalation models and other topics
● Willingness to train and administer overdose reversals and appropriate First Aid and CPR
OTHER:
At Broad Street Love, we practice radical hospitality. We embrace all individuals of our community with enduring empathy and care. We reach beyond the societal norms of service, confront the injustices that oppress our most vulnerable members, and fundamentally shift the expectations of how we engage with guests, staff, volunteers, and our community partners. We sustain a fervor that one day this practice of hospitality will be pervasive and no longer be considered a radical act. We believe that the only way to achieve that mission is to have a diverse staff that is representative, at all job levels, of the citizens we serve.
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. Normal working hours are between 10:00 a.m. and 3:00 p.m. Monday through Friday. Flexibility to work evenings and weekends, and holidays as needed to support the events and special projects is required.
Compensation: $20/hour
Apply with the subject line: Guest Relations Specialist please send resume of how your experiences relates to this position.
