11-145 - Lead Ambassador - SC/Placentia Emergency Shelter

Mission Statement

The Salvation Army, an international movement, is an evangelical part of the universal Christian church.  Its message is based on the Bible.  Its ministry is motivated by the love of God.  Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

Position Summary

The Lead Ambassador is responsible for helping transform the lives of guests by ensuring guest guidelines and expectations are being met, policies and procedures are being enforced, and the site is being maintained clean and hazard free.   The Lead Ambassador provides guidance and supports the front-line staff as it relates to assigning daily duties, prioritizing site tasks, delegating specialized assignments to ensure site operations are being met.  The Lead Ambassador participates in the interview process for Ambassadors and assists in the training and development of the new hires.  The Lead Ambassador is the Ambassadors point of contact as it relates to addressing guest needs related to living on-site in a communal setting.  The Lead Ambassador performs data entry, provides front desk coverage, answers phones, routes calls, sorts & distributes mail, disseminates site operations information to guests, answers guests questions, addresses guest concerns/complaints, acts as first responder to Ambassador crisis calls over the walkie talkie as needed.

The Lead Ambassador will be supervised and work closely with the Supervisor on implementing site policies, procedure, and internal processes.  The L.A. must fully embrace the ministry and mission of The Salvation Army, accept its Christian principles and values, and protect and enhance the image of The Salvation Army to the public. As well as, perform other assigned duties as directed.

Responsibilities

Well-being of Guests

• Implement trauma-informed, harm reduction, low-barrier, and strength-based approaches.
• Use de-escalation communication strategies to manage disruptive behavior and resolve conflicts.
• Follow established protocols for crisis response.
• Manage bed assignments to maintain safety and peace in communal living spaces.
• Report on-site incidents to appropriate internal or external entities.

Security of Guests and Facility

• Conduct routine inspection of doors, gates and perimeter are done and needed repairs are reported to facilities in a timely manner and will track completion in order to communicate to front-line staff existing hazards.
• Cultivate and maintain collaborative communication with security staff as it relates to coming and goings of guests, unexpected site guests, vendor arrivals, guest holds at gates, and guest exits/no longer allowed on-site.

Site Cleanliness

• Ensure daily cleaning routines are implemented by Ambassador staff.
• Maintain grounds by managing daily trash pickup and disposal.
• Conduct and log scheduled walkthroughs of site bathrooms, showers and shared spaces.
• Schedule and conduct regular bed space inspections and notify guests of day/time to ensure they are clean and clutter free.

Front Desk

• Create a welcoming environment by providing a customer-focused front desk coverage, answering phones, and managing forms and documentation.
• Keep the front desk organized, clean and presentable.
• Maintain guest forms updated and in-stock.
• Manage bed assignments (update bed sheet, assigning bed #, re-assigning bed #’s) and complete required data entry on Salvation Army software.
• Enter guest case notes and prepare and disseminate daily EOS reports following protocol.
• Monitor, track, and organize donations; this include hygiene, bedding, and other supply needs.

Ambassador development

• Assist in Ambassador recruitment, training, and coaching to ensure proper support .
• Train and coach ambassadors to ensure they are being supported in carrying out their job functions.
• Facilitate daily shift huddles.
• Cultivate and maintain open communication with staff to ensure competency of protocols, procedures, and internal processes.

Core Competencies

• Problem Solving/Conflict Resolution – Identify & resolve problems and/or conflict in a timely manner; gather and analyze information skillfully and develop solutions.
• Customer Service - Manage difficult and/or emotional clients, guests, staff, and/or guests; diplomatically address their needs to ensure mutually satisfying outcomes.
• Teamwork – Balance team and individual responsibilities; Build a positive team spirit, morale, and group commitment to established goals, core values and objectives.
• Adaptability-being able to change plans and adjust to changes in the work environment.
• Decision-making- using critical thinking, good business sense and organizational values to make decisions involving varying levels of risk and ambiguity when working with clients and their team

Working Conditions

Ability to walk, stand, bend, squat, climb, kneel and twist on an intermittent or sometimes continuous basis.  Ability to grasp, push, pull objects such as files, file cabinet drawers, and reach overhead.  Ability to operate computer, fax, and telephone. Ability to lift up to 40 lbs. Ability to work out-of-doors 50% of the time.

Minimum Qualifications     

• High School Graduate or GED.
• 1-3-year work experience with homeless population.
• If in recovery, must have a sobriety minimum of five (2) years.
• Experience in or basic knowledge of mental health, homelessness and/or addictions fields (preferred).
• Experience as a Team Lead in some capacity preferred.
• Criminal background check is required.

Skills, Knowledge & Abilities

• CPR and First Aid certification a must within 30 days of start date.
• Bilingual/Bi-literate English/Spanish preferred.
• Must have ability to communicate effectively and remain positively engaged with co-workers, guests, volunteers, vendors.
• Must model professionalism and be able to appropriately respond in a supportive manner to guests and co-workers when asked questions or addressing concerns/issues.
• Ability to exercise sound judgment in carrying out assignments independently.
• Good time management and organization skills.
• Good follow through.
• Good oral and written communication skills.
• Strong sense of workplace ethics and understanding of confidentiality protocols.
• Ability to answer telephone, greet visitors, and interact with guests and other staff members in a courteous, professional, respectful manner.
• Ability to effectively use office equipment (fax, scanner, copier, printer).
• Flexible availability must be able to work any shift and/or assigned schedule.
• Able to function in a fast-paced, frequently changing environment and be adaptable.
• Must be able to implement trauma informed care communication strategies when resolving conflict to not re-traumatize guests with your interactions.
• Computer literate; effectively use computerized database for guest file management, with basic skills in Microsoft Office: Microsoft Word, PowerPoint, Excel, and Outlook email.