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Resident Resources Associate

People Serving People

Resident Resources Associate

Minneapolis, MN
Part Time
Paid
  • Responsibilities

    General Description:

    The primary function of this position is to be available to provide on-call coverage for all shifts when needed and provide unsurpassed customer service to People Serving People’s guests by welcoming them into shelter, providing for their immediate needs, working with them to administer their stays, and ensuring the effectiveness of a 24/7/365 operation at the heart of People Serving People’s emergency shelter. Pay and Benefits:

    On-Call, Part-time, Non-exempt role

    $16.00 per hour

    Free parking

    Essential Functions of the job:

    Maintains a high level of knowledge about guest population and passes information to the next shift via diligent shift crossover meetings.

    Processes intakes and voucher renewals, checks paperwork, makes corrections and verifies accuracy of the room board and audit reports.

    Operates agency computer systems and networks and keeps records current.

    Understands and follows People Serving People and Front Desk policies and procedures and exercises sound judgment when responding to unanticipated guest issues.

    Performs stocking and cleaning responsibilities outlined in 3rd Shift Front Desk Duties & Stocking List

    Stands-in for Security when requested or when deemed necessary.

    Responds to guests’ requests for information and necessities.

    Enforces PSP rules for guests.

    Records behavioral issues, warnings and restrictions for Front Desk and Security teams.

    Answers telephone, receives and issues messages for guests in keeping with Data Privacy provisions.

    Documents facility information and submits work orders when necessary.

    Contributes to warm, friendly environment by greeting, smiling and practicing other acts of basic hospitality.

    Teams with other agency departments to provide coordinated guest support.

    Communicates and coordinates with county partners on guests matters.

    Works reliably, independently and effectively without onsite management supervision

    Performs additional duties as assigned by Resident Resources Manager and Coordinators.

    Education Required:

    BA or some college work, and at least 1 full year of experience in customer service. Alternatively, an equivalent combination of education, training, or experience, preferably in a non-profit setting will be considered. Computer Skills :

    Solid computer skills and experience with Microsoft applications.

    Experience working with CRM preferred.

    Other Qualifications :

    Experience working as part of a team.

    Experience working with people from diverse cultural and socio-economic backgrounds.

    Experience working with homeless families and/or individuals preferred.

    Competencies:

    Interpersonal Skills - Maintains confidentiality; Listens to others without interrupting; Remains open to others' ideas and tries new things.

    Ethics- Treats people with respect; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

    Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently. Completes administrative tasks correctly and on time. Follows instructions, responds to management direction;

    Communication - Listens and gets clarification; Responds well to questions; Speaks clearly and persuasively in positive or negative situations. Writes clearly and informatively. Able to read and interpret written information.

    Teamwork - Balances team and individual responsibilities; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed. Contributes to building a positive team spirit; Shares expertise with others.

    Adaptability – Is able to adapt to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change, delays, or unexpected events.

    Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

    Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

    Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

    Crisis Management – Demonstrates ability to assess a potentially dangerous situation, keeping in mind residents’ rights as well as larger agency goals for safety and humane treatment of all people involved, to gain residents’ confidence, and assist in defusing potentially threatening situations and to intervene in crisis situations.

    Stress Management – Demonstrates capacity to maintain personal control and a balanced approach to stressful conditions.

    Tolerance – Demonstrates ability to work with diverse cultural and socio-economic disadvantaged individuals and families.Physical Demands:

    While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit; use hands to finger, handle or feel and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch or crawl and taste or smell. The employee must be able to lift and/or move 25 lbs. Work Environment:

    The noise level in the work environment is usually moderate.