Summary: Ensure the provision of a warm and welcoming homeless shelter environment of Ho’okipa (hospitality) through effective day-to-day leadership and coordination of the guest service team’s efforts in the delivery of services to IHS guests.
Carries out the policies and procedures that impact the health, safety and welfare of all IHS guests and visitors at designated service location.
Essential Functions:
Demonstrate excellent customer service consistent with the standards contained in the Vision, Mission, and Values of the organization.
Execute and support internal IHS policies to ensure teams carry out daily site specific and organizational procedures for guests, volunteers, visitors that create a culture of hospitality, trust and respect.
Mentor, support, provide timely coaching and training of the guest services staff; consult with Guest Services Manager and/or work collaboratively with Workforce Excellence/HR in all areas of performance management; ensure schedules and payroll for teams are accurate and done in a timely manner.
Work collaboratively with respective IHS program staff and outside partners to ensure the consistent delivery of services to guests; facilitate good working relationships with neighboring businesses/homes to ensure the safety of guests and the community.
Maintain an environment of excellent customer service to support positive guest behaviors and help staff recognize behavioral changes that may affect safety; Ensure documentation regarding guests are accurately inputted into SAMi especially IR’s (incident reports) including documenting when emergency situations arise with police, fire or ambulance have been contacted.
Defuse verbal/physical altercations in a non-violent manner using Crisis Prevention Intervention techniques (CPI).
Facilitate emergency procedures including but not limited to situations involving fires, evacuations, use of 911 emergency services, first aid, CPR, drills and codes etc.
Ensure that shelter premises are clean and the environment is free from safety/health hazards; schedule repairs and report potential hazards or dangerous Maintenance Dept.
Monitor supply requisitions, repair orders, and usage of equipment generated by guest services staff; ensure that expenses align with department budgets.
Ensure policies and procedures that support program outcomes are executed as expected.
Required Knowledge/Skills/Abilities:
Knowledge of homelessness and the issues associated with it; mental health and substance abuse issues.
Strong interpersonal and written communication skills with an emphasis on conflict resolution.
Excellent people and customer service skills.
Possess personal qualities of integrity, patience and commitment to mission.
Flexible and able to multitask; can work within an ambiguous, fast-moving environment.
Required Education and Experience:
Minimum HS Diploma or GED equivalent.
One to two years of management experience in direct service or customer service fields working with disenfranchised or medically fragile populations.
Strong computer skills; able to navigate google email, Microsoft applications and databases.
Preferred Education and Experience:
Associate’s or Bachelor’s Degree in Business Administration, Human Services or related field.
Three to five years management experience or supervisor experience in a group home or shelter setting servicing disenfranchised and/or medically fragile clients.
Valid Driver’s License and clean traffic abstract.
CPI certified or able to pass at IHS; CPR and 1st Aid certified or able to certify through IHS.
Physically capable of communicating with, caring for and facilitating activities for guests of all ages and varying comprehension levels.
IHS is an EOE/Drug & Alcohol Free Workplace and an Employer of National Service
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