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We Are HIRING – Program Associate – Guest Services

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We are Hiring a Program Associate – Guest Services

 

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The Program Associate-Guest Services plays a vital role at Rose Haven, responsible for promoting calm and safety around our day shelter prior to opening, during operating hours, and at closing time, as well as connecting guests to resources internal and external to Rose Haven.

About Rose Haven

Join a team that consistently shows up with care and respect for each other! We pride ourselves on offering a sense of community that is felt by staff, volunteers, and guests. Rose Haven has provided over 25 years of compassionate service as the only day shelter in Portland for women, children and gender expansive people. We are a femme-centered, gender-specific community that serves those most impacted by gender oppression. Our holistic approach includes meeting essential needs (food, clothing, showers, laundry, and safety) while bolstering long term empowerment (emotional support, wellness activities, and connection to resources and community). We offer low-barrier services in a trauma-informed space to guests who trust us and value their relationships with our community of staff, interns and volunteers.

Description

Position: Program Associate-Guest Services
Report to: Guest Services Manager
Hours: 27
Schedule: Monday 7:30am-2:00pm; Tuesday/Thursday 7:30am-1:30 pm; Wednesday/Friday 7:30am-12:30pm
FSLA Status: Non-Exempt
Location: Onsite

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Primary Responsibilities:

  • Promote calm and safety within front line prior to opening for services, as well as around the lobby, exit areas, and sidewalks throughout operating hours and at closing time
  • Greet guests of Rose Haven and facilitate connection to internal/external resources
  • Promote behavior that is aligned with Rose Haven community agreements on and around Rose Haven property
  • Provide assistance with guest reception, phones, mail, and deliveries
  • Train in other program areas (Hospitality and Wellness) to rotate or fill in as needed
  • Uphold organizational procedures and boundaries; hold difficult conversations with guests regarding exclusions and re-entry
  • Maintain good neighbor relationships
  • Provide intake support as needed
  • Provide lead or backup support to guests experiencing acute crisis or escalated/unregulated states using a trauma informed and strengths-based approach
  • Uphold a collaborative approach to job performance and contribute a problem-solving orientation to tasks

Other:

  • Participate in staff meetings and trainings
  • Support organizational special events, including guest events during service hours, approximately 3 evening events for supporters, and annual fundraiser on Mother’s Day
  • Other duties as assigned

You’re best suited to be in this role if you:

  • Demonstrate principles of trauma informed care and a person-centered approach
  • Communicate information clearly and with compassion
  • Are highly motivated to help people feel welcome, seen and heard
  • Are skilled at building rapport and firmly holding boundaries
  • Are adaptable and know how to prioritize in a dynamic, fast-paced, flexible environment
  • Are comfortable being on your feet and going up and down stairs frequently throughout the day
  • Are comfortable being outside for extended periods
  • Have previous experience working with individuals encountering housing insecurity, low income, domestic/sexual violence, substance use or mental/physical health challenges (paid or unpaid)
  • Have knowledge of local resources to connect individuals experiencing housing insecurity, low income, domestic/sexual violence, substance use, mental/physical health challenges, etc.
  • Can provide non-violent crisis intervention or de-escalation skills
  • Are punctual and dependable
  • Complete work tasks in a timely manner
  • Are fluent in a language particularly valued by Rose Haven (Spanish, Mandarin/Simplified Chinese, Russian)
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