Job Summary:

The Client Advocate is responsible for providing services and support to guests residing at the Bishop Dudley Hospitality House. The Client Advocate will work collaboratively with other staff to maintain a clean, safe, and inviting environment.

Essential Duties and Responsibilities:

• Help create and foster a welcoming atmosphere for all guests served by the Bishop Dudley Hospitality House by treating all guests with dignity and respect while offering kindness and compassion to those experiencing homelessness, while keeping a high level of professionalism at all times.
• Providing a high level of customer service during all guest encounters.
• Assisting guests with resources such as laundry, showers, meals, computer and telephone usage, and other resources they may need.
• Engage guests in positive conversations and take time to learn about their needs, challenges, and goals free of judgment.
• Use conflict resolution and de-escalation skills to facilitate peaceful solutions when possible.
• Be inviting and inclusive to all guests by creating group activities for guests. Include guests in special projects, volunteer opportunities and service to the community.
• Assist in the direct supervision of volunteers and guests.
• Sort and organize donated items, and restocking supplies.
• Respond accordingly to urgent issues that may arise in or around the facility and report to supervisor or management.
• Stay alert at all times during your shift to ensure the safety of guests and co-workers.
• Complete and perform regular security checks during your assigned shift in your area.
• Evaluate all emergency and fire exits, safety equipment, and guest activity to promote a safe and secure environment.
• Report any maintenance and/or safety concerns that could impact or affect the safety of any person who uses the facility.
• Ensure that your work area is clean of any debris and all items are stored and secured for security purposes.
• Communicate with other team members in coordinating breaks and time off requests to ensure adequate staffing coverage.
• Treating co-workers with respect by working as a team, showing up to work on time, limiting absenteeism, and working together for the betterment of all guests who rely on BDHH for shelter and life-saving resources.
• Attend staff meetings and complete required training modules when scheduled.
• Complete all other tasks as assigned.

Skills and Qualifications:

• An understanding and working knowledge of Microsoft Office, Google applications, and various web-based programs.
• Effective communication and listening skills, including the ability to maintain a calm demeanor and neutral body language.
• A proven ability to work effectively with a wide range of individuals.
• Prioritizing, completing tasks, and meeting deadlines efficiently.
• Ability to work independently and in a team-oriented, collaborative environment.

Physical Demands:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing duties of this job, the employee is regularly required to stand and/or sit for the majority of the work day, regularly walking, bending, stooping, climbing stairs and lifting items weighing between ten (10) and twenty-five (25) pounds. The vision abilities required by this job include close vision, depth perception and the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The employee will work with a large number of individuals, often requiring multitasking and working with deadlines and details to ensure all of the essential functions are performed in a timely and courteous manner.

Position reports to: Business & Operations Manager