Evening Guest Services Specialist

Pine Street Inn; Boston (MA); On-site; USD 29,000 - 33,000; Full time

Job summary

Pine Street Inn is seeking a Guest Services Specialist to support a safe shelter environment and respond to guests with urgency and care. The role focuses on direct guest support, housing pathway development, and connecting individuals to housing resources and essential services.

The GSS will document HMIS data, assist with resource referrals, and remain energized under high-demand conditions. Strong communication and trauma-informed care are essential for success in this role.

Qualifications

• High school diploma or GED required.
• Minimum of one year in the Human Services field.
• Ability to stand for long periods and assist guests.
• Ability to lift up to 25 lbs.
• Ability to respond quickly and calmly in emergencies.
• Strong written and verbal communication skills.

Responsibilities

• Ensure a safe shelter environment for guests and staff.
• Respond to guests promptly and professionally based on priority needs.
• Assist in developing housing pathways and connect guests to resources.
• Help guests access substance use, mental health, and medical services as needed.
• Enter data into HMIS and document reports per agency policy.
• Make sound decisions and seek supervision when needed.

Skills

Emergency response

Communication (verbal & written)

Motivational Interviewing

Trauma-Informed Care

Multitasking

Education

High School diploma or GED

Job description

Description

SCHEDULE:

Sunday-Thursday, 2:45pm-11:15pm., essential position during weather and other emergencies.

PAYS:

$21.40 - $23.97 per hour DOE - (Salary ranges provided are based on relevant experience and skill set)

LOCATION:

444 Harrison Ave – Boston, MA

Summary Of The Position

The Guest Services Specialist (GSS) works from the Pine Street Inn policy and procedures developed to ensure a safe shelter environment for guests and staff. The Guest Services Specialist has a primary focus on the direct care of guests and, as such, responds to guests in a timely and professional manner based on the prioritization of guests’ needs. The GSS assists with the development and implementation of a housing pathway by motivating guests to rapidly work on housing and connecting guests to appropriate resources. The Guest Services Specialists will also assist guests in connecting with substance abuse, mental health and medical resources when the shelter cannot safely accommodate a guest need. The GSS is required to stay energized and focused even when demands are ambiguous and strenuous. The GSS is required to enter data into the Homeless Management Information (HMIS) system and to document reports in keeping with agency policy. The GSS is required to make sound decisions and appropriately seeks guidance from a supervisor.

Requirements

Education / Training

• High School diploma or GED

Knowledge / Experience

• Minimum of one (1) year of experience in the Human Services field

Physical Abilities / Skills

• Ability to stand for long periods of time


• Ability to stretch, bend and lift up to (twenty-five) 25 lbs.


• Ability to assist guests up and down stairs, and in-and-out of wheelchairs


• Ability to respond quickly to emergencies

Mental Abilities / Skills

• Ability to respond safely, quickly, and calmly in emergencies and to emergency situations


• Ability to use good judgement in stressful or emotionally charged situations


• The sensitivity and patience to work with guests suffering from mental illness (many untreated), alcohol and other drug addiction and abuse


• Ability to be resilient in difficult and ambiguous situations


• Ability to handle multiple assignments


• Ability to communicate clearly both verbally and in writing


• Ability to comprehend and apply Motivational Interviewing and Trauma-Informed Care skills


• Ability to communicate/speak (as well as to listen) in a non-judgmental manner

Preferred

• Valid MA driver’s license in good standing


• Bilingual English/Spanish


• Administering Narcan and in a work setting


• Knowledge in the areas of addiction, recovery, and mental illness


• Knowledge of issues pertaining to the homeless


• Knowledge of area resources