Overnight Guest Service Specialist

Pine Street Inn; Boston, Northern (MA, KY); Hybrid; USD 45,000 - 50,000; Full time

Job summary

Pine Street Inn in Boston, MA is seeking a Guest Services Specialist to support shelter guests and maintain a safe environment. The role involves direct guest care, timely responses to needs, and helping guests move toward housing by linking them with appropriate resources.

Responsibilities include connecting guests to substance abuse, mental health, and medical services as needed, entering HMIS data, and documenting reports in line with agency policy. Strong quick-decision skills are essential.

Qualifications

• High School diploma or GED.
• Preferred MA driver’s license in good standing.
• Bilingual English/Spanish.
• Minimum of one year of experience in Human Services.
• Knowledge of homelessness and related resources.

Responsibilities

• Provide direct care to shelter guests and respond to guest needs.
• Motivate guests to pursue housing and connect to resources.
• Assist guests in accessing substance abuse, mental health and medical services.
• Enter data into HMIS and document reports per agency policy.
• Make sound decisions and seek guidance from a supervisor.

Skills

Guest support

Emergency response

Data entry

Bilingual English/Spanish

Education

High School diploma or GED

Job description

Description

SCHEDULE: 40 hours, Friday - Tuesday -10:45pm-7:15am, - Essential position during weather or other emergencies.

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

LOCATION: 444 Harrison Ave, Boston, MA; this role works 100% on site.

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

QUALIFICATIONS:

EDUCATION/TRAINING:

REQUIRED:

• High School diploma or GED

PREFERRED:

• Valid MA driver’s license in good standing
• Bilingual English/Spanish

KNOWLEDGE/EXPERIENCE:

REQUIRED:

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

PREFERRED:

• Administering Narcan and CPR 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

PHYSICAL ABILITIES/SKILLS:

REQUIRED:

• 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