Practitioner, Guest Services

Urban Alchemy•Santa Fe, NM

10d•Onsite

About The Position

Urban Alchemy hires individuals who were once incarcerated and trains them to transform people and places through love and respect. We provide services that heal communities challenged by the intersection of extreme poverty, mental illness, addiction, and homelessness. When individuals are suffering in our public spaces, Urban Alchemy offers solutions. When a neighborhood, street, or intersection earns a reputation as a place to avoid, we turn it around. Urban Alchemy staff, known as Practitioners, create a peaceful and supportive presence, helping our communities rebuild a sense of pride one person at a time. Urban Alchemy is a nonprofit organization founded in 2018. We quickly grew from a small program in San Francisco to a thriving social enterprise with over 1,000 staff. We currently operate in California, Alabama, Colorado, Georgia, New Mexico, and Oregon. Over 95% of Urban Alchemy employees, including leadership, experienced incarceration and/or homelessness. For more information visit our website. Urban Alchemy operates Agape House, a congregate interim housing facility for adults experiencing homelessness in Santa Fe. Agape House is a mixed-gender facility where guests share dormitory-style rooms with bunk beds. The facility includes common areas, meal service, laundry facilities, and on-site supportive services. Guests have access to a range of social services designed to help them exit homelessness and transition into stable, permanent housing. Urban Alchemy also operates the LOVE ( Leading Outreach with Valued Engagements) team in Santa Fe, engaging individuals living unsheltered in public spaces and connecting them to services and housing pathways through trauma-informed, harm reduction, and person-centered outreach. The Practitioner, Guest Services provides outstanding care and customer service to guests at Urban Alchemy interim housing sites. They create a warm and welcoming environment while maintaining safety and order within the site. The Practitioner, Guest Services checks in guests, ensures compliance with community guidelines, resolves concerns and complaints, and performs wellness checks. They monitor the site, de-escalate tense situations, and respond to emergencies as needed. As part of a 24/7 team, the Practitioner, Guest Services provides information, referrals, and support to guests while ensuring the site is well-run and maintained.

Requirements

Experience with incarceration strongly preferred and Urban Alchemy's model values Practitioners who bring lived experience and can authentically connect with our mission and the guests we serve
1+ year working in a similar position preferred.
Maintains ethical and professional standards and boundaries.
Handles sensitive and confidential information with discretion.
Works well in a team environment with diverse populations while providing excellent customer service.
Works effectively in a high-stress, dynamic environment while maintaining a calm demeanor.
Listens actively and communicates information and resources based on guests' needs.
Understands barriers that guests might be facing and advocates for them as needed.
Reads, understands, and follows instructions, procedures, and safety guidelines.
Executes tasks in a timely manner.
Strong communication and interpersonal skills with the ability to interact comfortably with guests and staff.
Strong time management skills to coordinate complex tasks efficiently.
High school diploma, GED, or professional training preferred.
Bilingual (English/Spanish) preferred.
Values kindness and respect in all interactions
Genuinely aligned with the company's mission, values, and model
Collaborative team player with a positive, solutions-oriented mindset
Adaptable and comfortable working in a fast-paced, dynamic environment
Compassionate and emotionally resilient when serving individuals experiencing poverty, mental illness, addiction, or homelessness
Able to obtain and maintain background clearance in accordance with company policy
Lived experience with incarceration and/or homelessness is valued
Able to use a smartphone or tablet to enter data in the field
Valid driver's license and good driving record preferred

Nice To Haves

Experience with incarceration strongly preferred and Urban Alchemy's model values Practitioners who bring lived experience and can authentically connect with our mission and the guests we serve
Bilingual (English/Spanish) preferred.
Lived experience with incarceration and/or homelessness is valued
Valid driver's license and good driving record preferred

Responsibilities

Conduct intake with new guests and provide an orientation to the site and community guidelines.
Greet guests warmly as they enter the site and check them in and out according to site policies.
If required by a pandemic or other concerns, conduct symptom checks of everyone entering the site.
Inform everyone entering the site of the policy forbidding weapons; store any items that are not allowed in the site.
Check personal belongings as needed and in accordance with company policies and procedures.
Coordinate guest placements within the site location and track available beds.
Distribute and coordinate basic needs items and services for guests such as meals, laundry, linens, toiletries, guests' personal storage units and mail.
Effectively communicate information about on-site services and amenities.
Provide information and referrals to services in the community.
Answer calls and in-person questions responding with courtesy, compassion, respect, and dignity.
Provide emotional support to guests and other people experiencing homelessness.
Maintain a working knowledge of safety measures and tools, including emergency plans.
Monitor all entrances to the premises to ensure that no unauthorized individuals enter.
Monitor cameras and address any issues observed in accordance with site policies and procedures.
Perform ongoing interior and perimeter checks to ensure the site is clean and secure.
Perform regular wellness checks to ensure guests have not succumbed to overdose or medical conditions.
Use harm reduction principles and trauma-informed care when engaging with guests.
Help address stressful situations by assessing the cause, determining the appropriate response, and de-escalating conflicts or heightened emotions in accordance with company best practices.
Work collaboratively with other team members and people in crisis to quickly assess the needs of individuals experiencing mental health crisis and respond accordingly.
Respond to health emergencies as needed, contacting 911, providing first-aid, administering Narcan for opioid overdose reversals, and taking other steps in accordance with company policies.
Know and adhere to company critical incident policies, including reporting requirements.
Maintain day-to-day record keeping, incident reporting, and updating of guest files.
Maintain timely and thorough administrative and guest records in accordance with site policies.
Engage with surrounding neighbors and other stakeholders to maintain good community relations.
Practice self-awareness and cultural humility as a member of a diverse team; be conscientious and sensitive to power and other interpersonal dynamics with other team members.
Demonstrate compassion and respect in all interactions with guests, staff, and stakeholders
Apply emotional intelligence to build effective, meaningful connections
Follow all safety procedures and ensure compliance with OSHA, state, local, and company's policies
Follow all company policies and procedures
Attend orientation and complete required training mandated by the company or funders
Work flexible hours and/or shifts, weekends, and on-call shifts
Follow appearance standards by wearing designated uniforms and ID badge
Perform additional duties as assigned by supervisor