Visitor and Safety Navigator

Metro Housing Boston•Boston, MA

16h•Onsite

About The Position

The visitor and safety navigator is the first point of contact for visitors to Metro Housing. This person will be the primary contact for all in-person visitors, the point person for escalations to managers, directors, and Safety Team members, and will manage the overall in-person experience for visitors and guests of the organization. The navigator will provide visitors with overview information regarding the agency’s affordable housing and homelessness prevention programs and will assist with other functions of the Front Desk team as time permits. This position is 100% on-site and requires daily in-person attendance.

Requirements

Excellent customer service
Experience working in public-facing roles
Strong de-escalation and conflict resolutions skills
Excellent communication and organizational skills, including high level of comfort speaking in front of large groups and engaging small groups as a trainer
Demonstrated understanding of the community served
Understanding of people with behavioral health, medical conditions and social, interpersonal complexities impacting their lives
Computer literacy required, including proficiency in Microsoft Office, PowerPoint, and Outlook
Willingness to work as part of a team to promote the goals of the program and organization
Demonstrated ability to work well in stressful situations and manage several tasks at once
Demonstrated ability to work cooperatively with all levels of staff and visitors in busy environment
Sensitive to diverse clientele

Nice To Haves

Candidates with multilingual skills (verbal and written). We are seeking candidates that speak and write English and at least one of the following languages (for interpreting and translation): Vietnamese, Cape Verdean Creole, Portuguese, Cantonese, Mandarin, Toisanese, and Spanish.
Candidates who live within two miles of Metro Housing’s headquarters at Roxbury Crossing.

Responsibilities

As the primary greeter at the organization’s front door, the Navigator will welcome visitors, check them in, assign them to the appropriate program team, and provide information to walk-in participants
Serve as the in-house trainer for de-escalation strategies for members of the Safety Team
Serve as the primary contact for the Safety Team, and work with the Operations Manager to coordinate trainings and activities of the Safety Team, including de-escalation, active shooter, and emergency evacuation drills
Provide program staff in the lobby with coping resources in general and de-escalation support specifically
Serve as liaison among the Safety Team, Leased Housing Gateway staff, and the Financial Assistance Resource Line staff to ensure smooth flow of information and the escalation of specific issues as they arise through both in-person contact and through multiple Teams group chats
Manage the flow of visitors at check-in.
Monitor for early warning signs of agitation among program participants and lobby guests and pro-actively and effectively de-escalate situations using appropriate techniques
Update and maintain the Extra Care List, a running list of participants who require extra attention when they visit Metro Housing.
Oversee the proper and safe use of the reception area by all visitors, including the updating of signage in the lobby
Other duties as assigned.