Job Description

Essential Functions:

Provide direct client support:

• Provide excellent customer service to clients, volunteers, donors, and vendors.
• Complete new client intakes; explain agency rules and policies and tour around campus.
• Attend to client needs, answer questions, resolve problems and escalate to case manager or supervisor when necessary.
• Perform daily check-in of client in Homeless Management Information System (HMIS.)
• Provide clients with information and referrals; document the interaction(s) in HMIS.

Work with the Shelter team to provide a safe and efficient Shelter operation:

• Conduct walk-throughs of facility ensuring conditions are safe and clients are adhering to shelter policies and procedures.
• Address immediate concerns relating to the health and safety of shelter clients including biohazard clean up, placing “wet floor” signs, and appropriately blocking off damaged or unsafe areas.
• Ensure visitors are properly escorted within the facility.
• Assist with preparing for new client intakes including cleaning and restocking of individual client spaces and updating bed occupancy trackers.
• Communicate with the leadership to identify safety concerns and needed maintenance or repairs.
• Answer and direct incoming calls, provide information; monitor visitor and client access of the facility.
• Communicate and collaborate with other CASS departments, employees, and outside agencies.
• Assist in the receipt and distribution of donations.
• Maintain adequate and organized stock of office, cleaning, and hygiene supplies; distribute hygiene items to clients as needed.
• Able to work and operate commercial washers’ dryers and provide linens.
• Maintain a clean, organized work area.
• Assist in setting up client meals in; If applicable.
• Complete checks of client sleeping areas in accordance with shelter policies to ensure health and safety of residents.
• Ensure continuity of services across shifts by participating in shift change staffing and send shift summary emails.

Ensure data integrity and accurate reporting:

• Enter relevant data in HMIS accurately and according to Shelter policies and procedures.
• Maintain complete and organized files including shelter intakes.
• Prepare Incident Reports (IR) and other reports and distribute as needed.

Other Duties:

• Maintain respectful and collaborative relationships with partner agencies.
• Work closely with team members to ensure a coordinated and holistic approach to client support.
• Participate in team meetings, training sessions, and community outreach events as required.
• Escalate all urgent client and facility issues to leadership in a timely manner.
• Perform other duties as assigned.

Needed Competencies and Proficiencies:

• Excellent organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• Proven ability to be flexible and manage multiple priorities in a fast-paced environment.
• Perform other duties as required.

Work Environment:

This job primarily operates in a client-facing office environment; however, occasional off-site venues and outside event areas in various weather conditions are expected. This role routinely uses standard office equipment such as computers, multi-line phones, photocopiers, and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee must frequently lift and/or move objects up to 10 pounds and occasionally lift and/or move objects up to 25 pounds unassisted. The employee must be able to self-transfer and move throughout the facilities, between buildings, and around campus at multiple sites. Close visual acuity to prepare and analyze reports and data. The individual will need to sit at a desk for extended periods of time to accomplish tasks and must have the manual dexterity to use keyboard and mouse.

Position Type and Expected Hours of Work:

This is a Full-Time Position. Operations run 24-hours per day, 7-days per week. Days and hours of work are four (11-hour days) with time allotted for breaks/lunch. This includes regularly working holidays and weekends.

Requirements

Required

• Minimum age of 18.
• High school diploma or equivalent.
• Possess a State of Arizona Level One Fingerprint Clearance Card.
• Possess a moderate level of proficiency in data entry, Microsoft Word and Excel.
• CPR-First Aid certification within 90 days of employment.
• Naloxone (Narcan) training within 90 days of employment.
• Non-violent crisis de-escalation certification within 90 days of employment.

Preferred

• Bilingual in English and Spanish or American Sign Language.
• Experience working with the homeless and / or impoverished.
• Competent in inter-personal conflict transformation.

CPR-First Aid certification is required for your position, but it is not part of your job duties to use CPR and First Aid in your work at CASS. In an emergency, it is your choice whether you want to provide CPR and First Aid, and it is not an expectation or requirement that you do so.

Naloxone (Narcan) training is required for your position, and administering Naloxone (Narcan) in an emergency is part of your job duties at CASS. Because Naloxone (Narcan) can rapidly reverse opioid overdose, is simple to administer, and has no negative unintended consequences when administered, it is an expectation and requirement of you to administer Naloxone (Narcan) in an emergency.