Guest Services Specialist, Overnight Shelter
Overview
You will own overnight safety and guest support at Boston's largest men's shelter, serving 400+ guests each night. You will operate under Pine Street Inn policies, prioritizing guest needs and connecting them to housing, HMIS, and CPR resources. You will join a team of 15 specialists, reporting to a Shift Supervisor. This role demands resilience and clear decisions during ambiguous, high-stress situations, with Narcan administration as a preferred skill.
What You'll Do8
- 1Respond to guest needs in order of urgency, delivering trauma-informed care and de-escalating incidents.
- 2Enter guest data into HMIS within 24 hours, maintaining accurate shelter records.
- 3Connect guests to housing pathways, scheduling appointments and following up on referrals.
- 4Administer Narcan and CPR when emergencies arise, stabilizing guests until medical help arrives.
- 5Assist guests with mobility challenges, including stair navigation and wheelchair transfers.
- 6Document shift incidents and observations in compliance with agency policy.
- 7Coordinate with substance abuse, mental health, and medical providers for high-need guests.
- 8Guide newly hired staff on shelter procedures and emergency protocols.
Requirements8
- 11+ year of experience in human services, with direct client interaction.
- 2High School diploma or GED required; MA driver's license and bilingual English/Spanish preferred.
- 3Certified in Narcan and CPR administration, with experience applying them in work settings.
- 4Knowledge of addiction, recovery, mental illness, and homelessness issues.
- 5Familiarity with Boston-area social services and housing resources.
- 6Ability to stand for prolonged shifts, stretch, bend, and lift 25 lbs.
- 7Capability to assist guests up/down stairs and in/out of wheelchairs.
- 8Ability to respond quickly and calmly to emergency situations.
Salary Insight
$44 - $62k per year
Location
Required Skills
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