Guest Services Assistant

The Institute for Human Services (IHS) is Hawaii's most comprehensive human services agency dedicated to ending and preventing homelessness. For over 45 years, we've been at the forefront of creating tailored solutions for those in crisis, offering a continuum of care that includes emergency shelters, housing programs, health services, employment assistance, and outreach.

The Guest Services Assistant plays a key role in a client’s journey toward independence by providing a warm and welcoming environment of Ho’okipa (Hospitality) for our clients at our emergency shelters. We are looking for someone who wants to share their aloha with our homeless guests and neighbors!

Compensation:

Starting from $16.50 hourly, actual pay commensurate with experience.

Essential Functions:

1. Demonstrate excellent customer service consistent with the standards contained in the Vision, Mission, and Values of the organization.
2. Professionally interact with, support internal IHS policies and carry out daily site specific and organizational procedures that create a culture of hospitality, trust and respect.
3. Welcome visitors, accept donations, issue receipts to donors and store items in the proper manner; work collaboratively with respective IHS program staff and outside partners to ensure the consistent delivery of services to guests.
4. Observe guest behavior as needed to recognize behavioral changes in an effort to maintain a safe and respectful environment; accurately document information regarding guests into SAMi especially IR’s (incident reports) including documenting when emergency situations arise with police, fire or EMS is contacted.
5. Keep an accurate account of all events occurring during shifts in the daily operations log and ensure vital information is passed on during shift changes.
6. Defuse verbal/physical altercations in a non-violent manner using Crisis Prevention Intervention techniques (CPI); ensure a safe environment.
7. Facilitate emergency procedures including but not limited to situations involving fires, evacuations, use of 911 emergency services, first aid, CPR, drills and codes etc.
8. Assist and ensure that shelter/site premises are clean and the environment is free from safety/health hazards; ensure that IHS property/equipment is handled with care and used as directed, report potential hazards, defects or dangerous situations to Guest Services Supervisor or Maintenance Dept. for repair schedules or immediate action.
9. Conduct periodic perimeter checks to ensure the safety of shelter guests and/or around neighboring businesses/homes.
10. Answer phones at designated sites and/or perform receptionist duties as necessary.

Required Knowledge/Skills/Abilities:

1. Knowledge of homelessness and the issues associated with it; mental health and substance abuse issues.
2. Good interpersonal, verbal and written communication skills with an emphasis on conflict resolution.
3. Excellent people and customer service skills.
4. Possess personal qualities of integrity, patience and commitment to mission.
5. Flexible and able to multitask; can work within an ambiguous, fast-moving environment.

Required Education and Experience:

1. One year of direct/customer service related experience working with disenfranchised or medically fragile population
2. Basic computer skills; able to navigate Google email, Microsoft applications and databases.

Expected Hours of Work:

Hours include some evenings, weekends and holidays. Hours and days may vary based on the needs of the organization. Must be available to work one or more of the following shifts, including weekends and holidays, as scheduled:

6:00 AM - 2:30 PM

2:00 PM - 10:30 PM

10:00 PM - 6:30 AM

IHS is an Equal Opportunity Employer, maintains a Drug and Alcohol-free Workplace, and is proud to be an employer of national service.