Job Title: Guest Services Specialist
Program: Coronado Hotel
Location: 373 Ellis St.
Reports To: Property Operations Manager
Status: Non-exempt, Non-union
Wage: $23.00/hour 
Hours: F-Sa, 11pm-7am
JOB SUMMARY:
Guest Services Specialists (GSS) provide culturally appropriate, trauma-informed services to residents of the Coronado Hotel (CH). GSS are frontline responders and are responsible for the daily operations of the building. They support guests’ health, safety, and well-being, and provide supportive counseling, resources, information, outreach, and individual and systemic advocacy. ESSENTIAL JOB FUNCTIONS:

• Support the Community Forward SF (CFSF) mission to promote stabilization, hope, and healing for permanent supportive housing residents in San Francisco. 
• Work collaboratively with other CFSF employees and outside providers in an integrated team to meet shared goals. 
• Ensure that residents are treated with dignity and respect and that their physical, psychological, and emotional needs are adequately met while residing at the facility.
• Monitor and report on health & safety issues (including behavioral health issues) within the building, and provide de-escalation and conflict resolution to residents as needed. 
• Monitor, verify identification, and log all visitors to the building to provide privacy and security.
• Maintain visitor log.
• Respond effectively in the moment to resident needs and requests.
• Answer incoming phone calls and relay messages to CFSF staff and CH residents..
• In conjunction with site management, solicit, receive, and respond to resident input and feedback to improve program services.
• Assist in maintaining the cleanliness of the facility.
• Adhere to established policies and procedures.
• Attend trainings and meetings as needed.
• Other related duties as assigned.

BACKGROUND & EXPERIENCE:

• High school diploma or G.E.D.
• Previous experience working in affordable housing or lived experience in affordable housing. 
• Previous experience working with the unhoused community. 
• Ability to work both independently and cooperatively.
• Ability to effectively de-escalate conflict
• Comfort with technology and basic computer proficiency with email, MS Office, and/or G-Suite
• Understanding of homelessness, trauma, domestic/intimate partner violence, substance use disorder and recovery, HIV/AIDS, harm reduction, mental health disorders, neurodiversity, LGBTQIA communities, and systems of oppression.
• Ability to work sensitively with individuals from diverse cultures, languages, abilities, backgrounds, and identities.
• Ability to write and speak effectively.
• CPR and first aid certification required within 90 days of hire.
• TB clearance and proof of COVID-19 vaccination within 7 days of hire.

PREFERRED QUALIFICATIONS:

• Multicultural, multilingual
• Passion for working with at-risk client populations
• Lived experience with homelessness and/or other 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:

• Frequently required to complete tasks in an environment where interruptions may be constant and background noise is present.
• Ability to move throughout buildings including stairs.
• Must be able to stand, walk, and sit as needed throughout the day for extended periods of time.
• Must be able to lift up to 20 pounds.

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.

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