DescriptionSALARY:
External Candidates: $28.26 - $28.69/Hour
Internal Candidates: $29.11 - $29.53/Hour Based on Longevity
POSITION SUMMARY:
The front door to each Access Point will be staffed by an Access Point Ambassador (APA). The APA maintains a dignified and respectful experience for participants, staff and visitors at the Access Point site, focused on a safe, welcoming and accessible environment. The APA greets, refers and manages Guest flow to appropriate staff and services. The APA also provides administrative support for the efficient functioning of the Access Point.
APAs will be assigned to a home Access Point but will be available to work in any Access Point where they are needed.
As a result of ECS continuing to collaborate with the Department of Homelessness and Supportive Housing and other external stakeholders in launching this project, this job description may change both prior to hire, and after, as we continue to implement the best approach and services.
PRIMARY DUTIES AND RESPONSIBILITIES:
- Maintains a welcoming and safe environment at Access Points, promoting an atmosphere of dignity and respect in line with the values and policies of ECS. Maintains the highest level of customer service as the primary contact for clients using Access Point Services.
- Cross trained to rotate through all zones and Access Points; able to master all positions, not permanently assigned to one location or zone within the Access Point.
- Works with ECS staff and other on-site service providers to coordinate participant services through the Access Points.
- Quickly assesses and responds to a variety of situations, including emergencies, conflict resolution through de-escalation and intervention, and other emergencies.
- Proactively monitors the safety of the facility through regular perimeter, zone, and safety checks.
- Escorts Guests to and from designated Problem Solver Staff and zones
- Maintains all Guest logs including Guest Property Log, Visitor Check In & Out Log, others as needed
- Responsible for managing Guest Property check in, security, and safe return to Guest
- Facilitates Guests food and snacks according to Managers distribution guidelines; Replenishes client supplies as needed
- Learn and understand how to operate computerized washers and dryers to assist Guests
- Assists in creating positive community awareness about Coordinated Entry, for example, by creating program fliers and conducting outreach mailings/e-mailings as needed. Maintains resource boards/public information for the Access Point lobby.
- Assists as requested in making and managing client appointments, for example, by making phone calls/sending e-mails to clients.
- Creates and maintains records of incident reports as needed.
- Assists with paper file creation/filing as requested.
- Maintains inventory of and stores office supplies, places on-line office orders per ECS protocol.
- Receives and distributes incoming mail; maintains postage machine and takes out-going mail to the post office/mailbox.
- Manages scheduling of Access Point conference room(s).
- Keeps common use spaces neat and tidy (e.g. lobby, conference room(s) and staff break areas.
- Other light administrative tasks work that may include; taking messages, emailing, faxing, maintaining visitor logs.
- Works within and promotes the integrated services team model in an environment dedicated to harm reduction, recovery, and wellness.
- Participates in regular meetings and trainings as required.
- Performs other duties as assigned.
QualificationsREQUIREMENTS:
- At least two years paid experience closely related to job description.
- Demonstrated high level customer service and de-escalation skills.
- Computer skills: Intermediate proficiency in Microsoft Word, Excel and Outlook.
- Knowledge of and commitment to client-centric services delivery including harm reduction, trauma-informed, cultural sensitivity, housing first and motivational practices.
- Ability to deal tactfully, diplomatically and objectively with, and form and nurture relationships with a variety of stakeholders including people experiencing homelessness, front line service providers and outreach workers, executive and program directors and the general public.
- Possesses a friendly attitude, customer service mentality, and a good sense of humor.
- Good judgement, problem solving and decision-making skills.
- Professional and discreet demeanor with good interpersonal skills; ability to handle confidential information and require considerable use of tact, respect, discretion and judgement.
- Collaborative work style with demonstrated ability to work independently, effectively as an individual and part of a team.
- Ability to be flexible and adapt to changes as our Coordinated Entry activities respond to lessons learned and emerging needs.
- Excellent organizational and time management skills.
- Working knowledge of resources available to people with low incomes and/or experiencing homelessness in San Francisco.
- Articulate; good verbal and written communication skills.
- Commitment to ECSs mission, organizational values and the guests we serve.
- Highest integrity
OTHER: Must secure annual TB screen. This position requires long periods of standing/walking; sitting at a desk and/or computer station; using a telephone. Will honor and abide by Episcopal Community Services rules and regulations, including confidentiality.
Mission Essential
- Demonstrate behavior that supports the organization’s mission, vision, and values.
- Adhere to all program, funder, and organizational policies, and procedures.
- Communicate effectively and model integrity, fairness, and ethical business practices.
ECS offers industry leading healthcare benefits to support your
physical and mental well-being.
ECS will consider for employment qualified applicants with arrest and conviction records as consistent with San Francisco's Fair Chance Ordinance.
ECS values a workplace where every individual is respected, supported, and given equal opportunity to thrive. We are an equal opportunity employer dedicated to creating a welcoming and inclusive environment for all.
