KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to serve the homeless community with an inherent desire that demonstrates empathy, compassion, and a commitment to supporting their well-being and quality of life.
• Basic active listening skills in order to understand and engage with clients, visitors, co-workers, and others.
• Ability to demonstrate empathy in order to understand and share the feelings of clients when interacting on sensitive matters.
• Ability to demonstrate compassion when interacting with clients so as to recognize and respond to their needs and struggles with kindness and understanding.
• Ability to discern such things as behavior, body language, and tone in order apply appropriate approaches and de-escalation techniques when interacting with clients on delicate, sensitive or potentially dangerous situations.
• Ability to assert authority with tact, diplomacy and collaboration in order to effectively address and resolve situations involving client violations of policies and procedures.
• Ability to remain calm and composed in challenging situations involving client interactions, medical emergencies, and incidents requiring law enforcement intervention.
• Ability to demonstrate sensitivity to diverse cultural backgrounds, mental health needs, substance use, and other individual circumstances affecting homeless populations in order to engage clients with respect and compassion.
• Ability to learn and apply new concepts and protocols on a continuous basis in order to adapt to changing requirements.
• Basic written and oral expression skills in order to effectively communicate in writing and/or via in-person verbal interactions.
• Basic customer service excellence skills in order to establish and maintain positive, friendly, and professional interactions with guests, visitors, and staff.
• Basic skill in the application of office software, such as electronic mail, word processing, scanning software (Adobe, PDF) in order to open and respond to email, type or prepare written materials, and scan documents.
• Basic skill in the operation of office equipment and machines, such as desktop or laptop computers, printers, and scanners.

EDUCATION, TRAINING AND EXPERIENCE

No experience required.
All new hires are required to complete a 90-day introductory period during which they must complete an initial 40-hour training program. The training will cover Union Station Homeless Services’ housing first, harm reduction and trauma-informed program model, interim and family housing policies and procedures, client wellness and safety protocols, and other key people management policies. All new hires must also complete CPR and Security Guard training within 60-days of their hire date.

CLASSIFICATION PURPOSE

Performs a variety of administrative and client-centered wellness and safety activities at an assigned interim and family housing sites.

ESSENTIAL JOB DUTIES

• Conducts inspections at assigned interim and family housing sites in accordance with established procedures in order to identify and address potential security issues, safety hazards, health and fire code violations, and maintenance repair needs.
• Performs and documents wellness rounds at assigned and family interim housing facilities following established procedures in order to check on client health and safety needs, administer overdose antidotes, monitor and enforce compliance with occupancy agreements.
• Participates in daily meetings with Program Management, Care Coordinators, and other Resident Advisors at the start of a new shift in order to discuss client activity, behavior and needs, perimeter and wellness check observations, and incident reports.
• Maintains a welcoming, clean, and supportive environment for clients and visitors by following established protocols in place at the assigned interim and family housing facility.
• Enforces interim and family housing safety requirements in order to minimize and prevent hazardous or potentially violent conditions that could result in client or structural harm by following pre-approved protocols and methods.
• Performs regular walks through the surrounding neighborhood at designed interim and family housing facilities in order to build relationships with residents, foster positive relations, and mitigate escalation of community concerns.
• Ensures compliance with interim and family housing facility policies and rules by monitoring client behavior, addressing violations, and implementing corrective actions as needed to maintain a safe and orderly living environment.
• Maintains a variety of documents containing client and visitor data following established interim housing facility procedures in order to comply with record keeping requirements.
• Assists with the orderly and efficient receipt, storage, and distribution of meals to interim housing clients in a manner consistent with operating procedures.
• Provides as needed administrative and facility set-up assistance in support of volunteer activities at assigned interim housing facilities.
• Attends on-site and off-site trainings, team meetings, and occasional events as required, in order to participate in discussions and activities, obtain information to enhance professional development, and contribute to the overall effectiveness of interim housing operations.

The workplace hazard exposure conditions described here are representative of those that an employee may likely encounter in the performance of the essential job duties of this classification.

• Exposure to potential physical and verbal attacks by clients
• Death threats
• Exposure to controlled substances and paraphernalia
• Exposure to fumes from controlled substances
• Exposure to smoke from cigarettes
• Exposure to communicable diseases, such as tuberculosis, scabies, lice
• Exposure to clients using weapons, such as knives and guns
• Exposure to bed bugs
• Exposure to the sun and heat
• Exposure to vicarious trauma
• Exposure to vehicle traffic conditions
• Exposure to bodily fluids (urine, blood, saliva, and fecal matter)
• Exposure to dog bite