Bilingual Senior Associate Lead Guest Services; Theodora Family Hotel

Description

WHAT MAKES VOA SPECIAL?

VOAC recognizes the unique needs of the older adult who needs a wheelchair ramp to stay at home safely, and the preschooler whose family needs additional resources. VOAC supports veteran’s efforts to exit homelessness as well as provides a safe place for survivors of domestic violence. Wherever VOAC goes, it combines relationship-building, volunteers and quality services to lift and support our neighbor’s efforts to become self-sufficient and reach their full potential.

**The Lead Guest Services Coordinator at the Family Motel is directly responsible for the oversight of the Family Motel Front Desk and other operational items throughout their shift. Job duties include supporting the needs of the guests staying at the Family Motel and monitoring their safety and well-being, overseeing facility cleanliness while on shift, coordinating occasional activities, as well as accurately maintaining census and other administrative duties. Lead duties include maintaining the staff schedule, obtaining staff coverage due to planned absences, and ordering supplies. The Lead Guest Services Coordinator may develop specialty areas including, housing, employment, benefits, or others as indicated by the needs of the program.

Family Motel serves populations on location in three programs: family shelter, respite shelter and a Veterans program. Service modalities include Trauma Informed Care, Harm Reduction, Motivational Interviewing, Crisis De-escalation and Critical Time Intervention.

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Ensures that the guest’s voice is heard, and when appropriate the guest’s ideas play a prominent role in programming.

· Demonstrates knowledge of guest-specific resources, a passion for serving the population and people experiencing homelessness, and the ability to contribute to the program-wide objectives of a diverse and dynamic team.

· Clearly documents all client interactions along with required eligibility and demographic information. Ensures timely reporting within data entry systems and hard copy files in accordance with guidelines. Develops specialized knowledge related to service delivery database systems within the organization including Service Point and Homeless Management Information System (HMIS).

· Performs duties in a professional manner by maintaining the confidentially of all information and by participating effectively within and across teams.

· Maintains physical and emotional safety of all guests in the facility. Manages the milieu and addresses guest conflict immediately to de-escalate. Contacts emergency personnel as necessary and will accurately and adequately complete any reports or documentation required.

· Supports team members by serving as a resource for analyzing and solving problems and staying abreast of current issues and theories within the field.

· Conducts shelter operations such as assisting in supplying linen and personal items, building walk-throughs, and enforcing program rules.

· Maintains regular front desk duties that include but are not limited to answering phone calls, taking messages, accepting donations, handling mail, distributing bus tickets/passes. Attends staff meetings and training as scheduled. Participates as an equal member of the Family Motel team.

· Monitors activities of the Motel by reviewing shift logs and responds to needs appropriately.

· Notifies Maintenance of needed repairs and other concerns in a timely manner.

· Takes action to discharge Motel guests who have failed to comply with established requirements and applicable laws.

· Performs job responsibilities in accordance with the Social Work Code of Ethics.

· Performs all other duties as assigned.

Senior Associate Lead duties include:

· Responsible for possessing an in-depth knowledge regarding program requirements, including the referral process, support services, and field-relevant best practices.

· Serves as coordinator for holiday projects and other special projects as assigned.

· Assists in scheduling volunteers and ensures volunteers are assigned appropriate tasks and projects. Assists in the supervision of volunteers during shifts worked.

· Serves as a mentor to junior personnel to develop knowledge and experience regarding best practice standards within their workgroup.

· Assists in training incoming staff on facility operations, policy and procedure.

· Serves as a member of the coverage on-call rotation team. May provide coverage at other VOA facilities as requested by management staff.

· Responsible for maintaining the staff calendar as well as finding coverage for planned open shifts.

· Places weekly orders for cleaning, kitchen supplies, and office supplies based on inventory.

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