Lead Guest Service Specialist- Graveyard Shift

Community Forward SF•San Francisco, CA

11d•$26•Onsite

About The Position

Lead Guest Services Specialists both provide culturally appropriate, trauma-informed services to clients of Medical Respite and support their shift team in the provision of such. LGSSs are the link between Guest Services Specialists and Assistant Managers and take the lead on their shift in coordinating the provision of services and system navigation to support client health and safety. The nature of work requires sustained physical effort involving considerable standing, walking, bending, stooping, and lifting of patients.

Requirements

High school diploma or G.E.D.
Previous Home Health Aide experience and/or experience working with the homeless population.
Ability to work both independently and cooperatively.
Ability to de-escalate conflict
Knowledge of homelessness, healthcare, substance use disorder, HIV, harm reduction, co-occurring disorders, dementia/cognitive impairment, cultural diversity issues, and relevant resources.
Able to work effectively with diverse individuals who self-identify by cultural, language, neighborhood, sexual identity, gender and other definitions.
Ability to write and speak effectively.
CPR and first aid certification required within 90 days of hire.
TB clearance and verification of COVID-19 vaccination required within 7 days of hire.

Nice To Haves

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

Responsibilities

Support the Medical Respite mission to promote stabilization, hope, and healing for adults experiencing homelessness in San Francisco.
Work collaboratively with CFSF and DPH employees in an integrated team to meet shared goals.
Ensure that clients are treated with dignity and respect, and that their physical needs are adequately met while residing at the facility.
Monitor health & safety issues (including behavioral health issues) within the building, and provide de-escalation and conflict resolution to clients as needed.
Lead incident reporting of client and facility health and safety issues.
Lead search for coverage for staff shortages and call offs; keep on-call log up-to-date.
Train new staff on operational protocols; retrain existing staff on policies and procedures as needed.
Manage shift communication with CFSF and DPH teams regarding admissions and discharges.
Assist DPH with client navigation and clinic flow, including intakes and discharges.
Support Guest Services Specialists with taking lunches, breaks, and time away from posts for training.
Create and lead one weekly socialization group, activity, or programming.
Assess training needs and make recommendations to Assistant Managers or Deputy Director.
Monitor all visitors to the building to provide privacy and security.
Respond in the moment to client needs and requests.
Assist patients safely using the bathroom with proper sanitation & clean-up after patients.
Assist with heating and serving meals.
Monitor client belongings at intake, at bedside, and at discharge.
Light cleaning of the facility.
Adhere to established policies and procedures.
Attend training and meetings as needed.
Other related duties as assigned.