Horizon House is the only day services center exclusively for the homeless population in Indianapolis, and the dayroom is at the heart of many services provided. It is the place where many helping relationships initially develop as the Guest Service Associate (GSA) is the first contact many neighbors have with Horizon House staff. The Guest Service Associate assists neighbors by providing basic services. The GSA is responsible for coordinating services in the dayroom and helping ensure that neighbors are treated with dignity and respect, and that their needs are addressed in a caring, efficient and effective manner.
o Greet and check-in neighbors into ClientTrack as they enter the facility; ensure visitors sign visitor’s log.
o Identify notifications entered into ClientTrack and responds accordingly;
o Establish rapport with neighbors in an effort to maintain high level of customer service and create a hospitable environment;
o Inform Guest Services Supervisor (GSS), Program Manager or Program Director of neighbors in crisis and intervene as appropriate;
o Assist GSS and in coordinating calls to law enforcement and/or emergency medical personnel as needed; promptly inform GSS Program Manager or Program Director of the arrival of law enforcement and/or emergency medical personnel;
o Coach neighbors to comply with Horizon House Rules & Expectations. Document rule violations using the Incident Report format. With support from the GSS, Program Manager or Program Director, enforce decisions of the Banning Committee;
o In collaboration with GSS, monitor client behavior and the atmosphere of the dayroom; address client conflict, other disturbances or rule violations in a timely manner and engage proactively in de-escalation of client behavior that disturbs positive dayroom functioning;
o Ensure that neighbors are adequately notified of changes in available services, opening/closing times and procedures, behavioral expectations, etc. by communication directly with them, making announcement as appropriate and directing them to information monitors in the dayroom.
o Complete check-in procedures, including addressing notifications in Client Track, in a hospitable and respectful manner;
o Provide personal hygiene items and other neighbor supplies as requested and available;
o Facilitate neighbors’ access to services by talking with them about available services and signing them up for appointments as appropriate and necessary;
o Enter basic services (i.e. showers, laundry, storage, etc.) into ClientTrack to support program outcome reporting;
o Coordinate and manage showers in a timely manner. Distribute towels to neighbors as needed and collect returned towels;
o Coordinate and manage laundry in a timely manner. Assist neighbors with washers and dryers as needed;
o Sort, file and distribute incoming neighbor mail daily. Verify neighbor identity before distributing “special” or confidential mail (i.e. EBT cards, checks, identification documents, etc.). Sort mail that has not been picked up within two weeks to be returned to sender;
o Set-up and maintain kitchen in accordance with the “Kitchen Procedures” manual. Notify GSS and Development Department of any low food inventory according to established guidelines;
o Answer all phone calls; take messages and route calls as appropriate;
Opening and Closing Responsibilities:
o Participate in timely opening of the facility as assigned by preparing the facility to provide hospitable and efficient services (i.e. setting up kitchen, stock supplies, fold towels if needed, etc. according to opening procedures);
o Announce the closing of the dayroom prior to closing of each shift;
o Lock front doors at designated dayroom closing times; ensure building security, including the smoker’s patio as appropriate at building closing;
o Ensure the neighbors remaining after closing have appointments for professional services; remind all others that Horizon House is closing;
o Prepare work area for the following day/shift (i.e. wash and fold towels, clean kitchen and stock supplies, stock personal hygiene supplies, clean dayroom tables and work areas, store donations, etc. according to closing procedures);
o Turn off information monitors, close all computer programs and log off of computers.
o Sort and secure “Special Mail” according to procedure.
Guest Confidentiality/Personal Boundaries:
o Maintain neighbor/visitors confidentiality at all times according to Employee Handbook;
o Maintain appropriate professional boundaries at all times according to Employee Handbook;
o Direct representatives of the media to the Executive Director, Development Director or Program Director;
o Ensure all visitors are signed in according to agency protocol and direct visitors to the appropriate staff or area.
o Coordinate with GSS to ensure that protocol for storage is followed;
o Maintain storage area in an orderly and safe manner in accordance with fire safety requirements; promptly report any concerns to the GSS;
o Accept and record donations according to protocols and ensure that donors are offered receipt of donations; work with GSS to ensure that donations are properly stored and made available for distribution;
o Coordinate with the Director of Operations to maintain adequate supply of toiletries; stock toiletries in the dayroom to ensure availability for each shift when agency supply allows;
o Follow written kitchen procedures to ensure health department requirements are met; maintain system to track and utilize food donations according to written procedures; report kitchen donation needs to development staff;
o Monitor dayroom and all areas used by neighbors throughout the day; promptly report any concern regarding safety or equipment malfunctions to operations staff;
o In collaboration with GSS, work with Community Engagement Manager and volunteers as requested; promptly report any concerns expressed by volunteers to GSS, Program Manager or Program Director.
o Attend and participate in all required agency staff meetings, education and training activities;
o Participate in community training initiatives as appropriate and available;
o Assist in orienting and/or training volunteers/interns in their assigned duties to ensure consistent dayroom services.
The preceding essential function statements are not intended to be an exhaustive list of tasks and functions for this position. Other tasks and functions may be assigned as needed to fulfill the mission of the organization.
Ability to engage homeless neighbors in services by developing positive professional relationships with neighbors, co-located partners and other community partners; Strong customer service skills and de-escalation skills preferred; willingness and ability to learn these skills required;
Horizon House is a Certified employer of choice through EmployIndy’s Good Wages Initiative (GWI). As a Certified GWI Employer, we pay all full-time employees at least $18/hr. in addition to offering employer-sponsored health insurance to full-time staff.
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