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About the Role

Guest Services Specialists provide culturally appropriate, trauma-informed, supportive services to guests of A Woman’s Place Shelter and A Woman’s Place Drop-In Center. As frontline responders, they are responsible for daily site operations, supporting guest health, safety, and wellbeing, and providing counseling, resources, information, outreach, and advocacy. The role requires sustained physical effort including standing, walking, bending, and stooping.

Responsibilities

Support the mission to promote stabilization, hope, and healing for women experiencing homelessness in San Francisco.
Work collaboratively with clinicians, case managers, security, janitorial contractors, and other employees in an integrated team.
Ensure clients are treated with dignity and respect, and that their physical, emotional, and psychological needs are met.
Provide supportive individual peer counseling for guests as needed.
Monitor and report on health & safety issues, including behavioral health issues.
Complete incident reports, safety exit documentation, and other paperwork.
Provide de-escalation and conflict resolution to guests.
Monitor all guests in the building to provide privacy and security.
Respond effectively to guest needs and requests.
Assist guests with laundry, storage of belongings, hygiene supplies, donations, and other needs.
Solicit, receive, and respond to guest input and feedback to improve program services.
Assist in maintaining the cleanliness of the facility.
Adhere to established policies and procedures.
Attend trainings and meetings as needed.
Perform other related duties as assigned.

Requirements

High School Diploma or G.E.D.
Previous experience with the homeless population.
Ability to work both independently and cooperatively.
Ability to effectively de-escalate conflict.
Knowledge of homelessness, trauma, domestic/intimate partner violence, substance use disorder and recovery, HIV/AIDS, harm reduction, mental health disorders, neurodiversity, LGBTQIA+ communities, and systems of oppression.
Ability to work sensitively with individuals from diverse cultures, languages, abilities, backgrounds, and identities.
Ability to write and speak English effectively.
CPR and first aid certification required within 90 days of hire.

Skills

Culturally appropriate services
Trauma-informed services
Supportive services
Daily operations management
Guest support
Health and safety monitoring
Supportive counseling
Resource provision
Information dissemination
Outreach
Advocacy
De-escalation
Conflict resolution
Peer counseling
Incident reporting
Safety documentation
Guest feedback integration
Facility cleanliness maintenance
Policy adherence
Bicultural (preferred)
Bilingual in Spanish or other San Francisco threshold languages (preferred)
Knowledge of San Francisco community resources (preferred)
Experience with at-risk client populations (preferred)
Lived experience with homelessness and/or recovery (preferred)
Peer Specialist certification or equivalent (preferred)

Location

A Woman’s Place Drop-In Center, 211 13th St.

Work Type

Non-exempt
Union

Experience Level

Previous experience with the homeless population
Experience working with at-risk client populations (preferred)
Lived experience with homelessness and/or recovery (preferred)

Education Level

High School Diploma or G.E.D.
CPR and first aid certification required within 90 days of hire
Peer Specialist certification or equivalent (preferred)

Salary/Compensations

$24.41/hour

About the Company

Community Forward SF is a collection of vital programs that ensures our neighbors experiencing homelessness have effective services designed for their unique needs.
We care for those most vulnerable in our community, focusing on women, medical crisis, substance use disorder, and older adults.
Our programs meet the needs of people, rather than demanding that people meet the needs of our programs.

Equal Opportunity

Community Forward SF will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act.
You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you.
After making a conditional offer and running a background check, if CFSF is concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.
Find out more about the Fair Chance Act by visiting the Civil Rights Department Fair Chance Act webpage.