Guest Navigator

About St. Anthony’s

Founded in 1950, St. Anthony's is the most comprehensive safety net service center in San Francisco, directly providing food, clothing, medical care, addiction recovery services, access to technology, job training, and other critical resources to the community. Every day we support and are supported by thousands of San Franciscans. Everyone who comes through our doors joins the St. Anthony's family and helps us create a future where all people flourish.

Principal Responsibility

The Guest Services Navigation Program assists our guests and guides them in accessing services within St. Anthony Foundation and the surrounding community.

As part of the Guest Services team, you will greet guests, give information & referrals, connect guests with other SAF services, and handle guest’s special needs and requests while using the Dining Room, St. Clare’s Care, the Welcome Center and other programs within St. Anthony’s. Our team provides compassion and care daily in the spirit of our Franciscan values and heritage. As a steward of healing and social justice, you are expected to meet the following duties:

Essential Duties and Responsibilities

Guest Engagement

• Provide complete and compassionate care for our guests, ensuring guests are greeted and welcomed when they enter our services, are treated with dignity and respect, and their questions, needs, and concerns are appropriately addressed.
• Accommodate guests with special needs (i.e., mental illness, physical disability, hygiene issues, etc.).
• Courteously assists clients, giving information and responding to questions; assists clients in accessing services and programs.
• Maintain up-to-date information on internal programs and other social services in the neighborhood to support guests.
• Dispense accurate information and referral for guests, including producing updated service handouts, maintaining a guest bulletin board, etc.
• Provide consistent, compassionate, and positive customer care at all times, committed to helping meet guests’ needs.
• Personally escorting guests to other SAF services, introducing guests to departmental employees to ensure guests establish a connection, meeting the guests’ immediate needs, providing a comfortable and easy transition, and gaining new services via a warm introductory handoff.
• Following up on referrals and maintaining contact with other SAF service providers for service continuity.
• Safely deal with or assist in any emergencies, including responding to emergencies when needed.
• Treat all guests with empathy, dignity, and respect. Seek to understand the other person's perspective and experience.
• Demonstrated ability to work across cultures, cultivating an openness to learning about cultures not familiar to oneself.
• Perform janitorial services to maintain a clean and safe work and community access environment.
• Assist guests in enrolling into eligible public benefits programs such as Med-Cal, CalFresh, and CAAP programs.
• Become a community outreach ambassador educating people in need on the services provided, offering an introduction to the Welcome Center and information about St. Anthony’s programs.
• Must be willing to navigate through high-impact areas of San Francisco’s Tenderloin, SOMA, and Civic Center neighborhoods, providing outreach information and guidance.

Program Administration

• Complete incident reports, daily logs, forms, and other paperwork neatly, legibly, and completely. Assist with administrative duties as needed.
• Enter data and information electronically as required. Looks up data and reports electronically through a database as requested.
• Keep accurate and detailed documentation of the assistance provided to guests while tracking their progression through our programs.
• Participate in regular training and development opportunities to increase personal capacity to apply innovative approaches to daily workflows and guest engagement.
• Understand and follow the organization's programs, policies, and procedures
• Assist with special projects and administrative tasks as needed. Including coordination of holiday volunteers and holiday projects. Assists in decorating service areas for special meals, holidays, and events.
• Assist in the review and assessment of guest eligibility for disability services. Assists in implementing and enforcing program procedures and guidelines for services.
• Participate in creating new and or enforcing current program procedures, policies, and guidelines with the scope of improving the quality of the guest experience.

Teamwork

• Coordinate and sometimes fills in for Community Safety Service (CSS) positions when staff are absent or when needed.
• Support the volunteer program, as well as supports the weekly Farmers market food distribution as needed.
• Assist with the training, orientation, supervision, and evaluation of volunteers and interns assigned to guest services. Prioritizes, schedules, and assigns work assignments as needed.
• Participate in relevant meetings supporting team communication and the program's capacity to fulfill organizational goals and mission.
• Collaboratively works with others to achieve team success.
• Manage stress and pressure situations calmly and responsively. Maintain the capacity to control reactions and awareness of how their behavior or response can impact others.
• Consistently demonstrate integrity while working and representing St. Anthony’s.
• Practice direct, respectful, open, and honest communication with colleagues. Proactively seeks support from team members or management.
• Demonstrate cooperation with coworkers, management, and the community at large.

Minimum Qualifications

• Experience working in a nonprofit or community-based social service agency or similar service role is desired.
• Excellent interpersonal, listening, oral, and written communication skills are required.
• Ability to be polite, diplomatic, and firm.
• Ability to set limits and practice professional boundaries with guests and coworkers.
• Ability to respond to emergencies and high-pressure situations in a self-composed and self-assured manner.
• Ability to work non-traditional hours and days (weekends and holidays required).
• Ability to complete paperwork neatly and legibly.
• Detail oriented, focused on accuracy with paperwork, and ability to follow through when necessary.
• Ability or willingness to learn to use information and communication technologies (computers, smartphones, and iPads) to find, evaluate, create, and communicate information.
• Demonstrated ability to be punctual, reliable, cooperative, and team-oriented.
• Experience with conflict de-escalation skills is preferred.
• Willingness to complete Crisis Prevention training within three months of hire.
• P.R./First Aid certification preferred. Willingness to complete certification within 3 months of hire.
• Experience working in a non-profit or community-based social service agency with people experiencing homelessness or poverty.
• Good organizational skills and strong commitment to detail orientation.
• Demonstrated strong administrative skills required to complete projects.
• Ability to work with minimal supervision, take initiative, and commit to helping guests.
• Proficiency in a second language is strongly desired (Spanish, Mandarin, Tagalog, Cantonese).
• Commitment to the St. Anthony Foundation Statement of Values and a desire to work for a social services agency serving the poor.

St. Anthony’s has a diverse workforce, welcoming all ethnicities, faith backgrounds, and worldviews. We are also proudly Catholic. Our Franciscan identity is at the core of our mission, namely to uphold the dignity and value of the human person and lift the spirits of those in need to help create a society where all persons flourish.

People of color, differently-abled people, LGBT, and folks with lived experience are strongly encouraged to apply.

St. Anthony's is proud to be an Equal Employment Opportunity Employer. We value diversity of culture, thought, and lived experiences. We seek talented, qualified individuals regardless of race, color, religion, sex, pregnancy, marital status, age, national origin or ancestry, citizenship, conviction history, uniform service membership/veteran status, physical or mental disability, protected medical conditions, genetic characteristics, sexual orientation, gender identity, gender expression regardless of physical gender, or any other consideration made unlawful by federal, state, or local laws.

St. Anthony's uses E-Verify to validate our new employees' eligibility to work legally in the United States.

Behaviors

• Team Player: Works well as a member of a group
• Enthusiastic: Shows intense and eager enjoyment and interest
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization