The Hospitality Hub of Memphis Case Counselor Nashville, TN · Full time

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The Hospitality Hub works to help people exit homelessness. Located in downtown Memphis, the Hub campus is a safe, kind, and respectful environment that serves as a single point of entry to comprehensive support services for those experiencing homelessness. We provide our guests with the stabilizing resources they need, including temporary shelter, assistance acquiring identification, employment opportunities, and referrals to community partners.

Team Culture and Expectations: The Hub is a human first social agency meaning our goal is to decrease suffering for the person in front of us while simultaneously building systemic solutions. While the primary responsibilities of the position are outlined below, we expect all staff to be flexible and available to respond to emergencies and fulfill programmatic responsibilities which may require working holidays, weekends, evenings, or nights. Everyone in the organization is expected to identify and solve problems. The Hub hires passionate, empathetic individuals. 

Additionally, the Hospitality Hub serves people who have experienced discrimination, violence, and other traumatic events. Many Hub clients and guests are healing from trauma related to their marginalization. It is critically important that all members of the Hub team maintain a hospitable and welcoming environment by remaining calm and kind when clients are feeling frustrated.

Primary Location: The current position is located at 95 Wallace Road, Nashville, TN 37211

Hours: 8:00 am to 4:00 pm Tuesday-Saturday or Sunday-Thursday

Benefits: A generous paid time off policy, paid parental leave, professional development and medical insurance are offered to all regular full-time employees. Regular training is provided to all employees.

Pay: The salary for this position is dependent on the candidate's demonstrated experience, expertise, and skill. The salary range for this role starts at $21.50/hr. Hourly team members are

compensated with pre-approved overtime pay for hours exceeding 40 hours a week.

Reports to: Bailey Amos, the Hospitality Hub Nashville Program Director

While the position's primary responsibilities are outlined below, this list is not exhaustive. 

Responsibilities 

• Work to reduce chronic homelessness by linking clients to mental health, housing services, and other supportive services based on eligibility
• Build rapport with each individual experiencing homelessness. Learn and memorize their names, their stories, and what barriers they face in exiting homelessness 
• Coordinate meals and other supplies needed by Hub staff
• Maintain thorough and accurate records in the Homeless Management Information System (HMIS) and internal systems, and attend care coordination meetings
• Collaborate with other social service providers that are part of the Coordinated Entry System
• Be kind, inclusive, and non-judgmental toward all individuals you interact with 
• Provide ongoing reports to the Program Manager that include numbers of individuals on caseload, the number of individuals introduced to the Continuum of Care, and other important observations, challenges, stories, and successes
• Contribute to donor reporting to tell the Hub’s outreach story, including successes, lessons learned, and data tracked
• Respond to requests from program director for on-the-ground support or deliveries
• Meet staff at program sites (including the Rodeway Inn, shelter, or community housing locations) to assist with logistics or guest needs
• Assist with light janitorial tasks (e.g., taking out trash, restocking supplies) and light housekeeping duties, such as:
• Preparing a room for a new guest
• Making beds
• Ensuring guest spaces are clean and welcoming
• Maintain communication with program staff using Slack and other team tools
• Track trips and tasks completed during shift; report updates and issues promptly
• Assist with other one off tasks that help support the program, the team, and the program director
• Performs other duties as assigned

Requirements

• Previous experience working with vulnerable populations. Experience working with individuals experiencing homelessness is preferred.
• A reliable personal vehicle, a valid drivers licence, and a clean driving record (proof of insurance required)
• Punctual, task-oriented
• Outgoing, trustworthy, and kind. This role requires daily interaction with strangers who may not feel comfortable speaking with anyone or entering the Continuum of Care
• High level of empathy and compassion 
• Passion for creating a positive, safe, and encouraging work environment for colleagues and participants
• Work well within a team
• Leadership and conflict-management skills
• The ability to work consecutive hours outside or in a vehicle
• The ability to move safely over uneven terrain, walking on uneven surfaces 
• The ability to lift up to 50lbs.
• Comfortable driving frequently and transporting goods

Preferred

• Experience working in social services, shelters, or similar nonprofit environments
• Familiarity with trauma-informed care principles
• Basic comfort with tech tools such as GSuite (email, calendar, documents) and Slack

Training provided by The Hospitality Hub

• CPR/First Aid Certificate 
• Training on all services offered by the Hospitality Hub

Hiring Process: 

The Hospitality Hub staff works with vulnerable populations. To maintain the safety of our clients and guests, all offers of employment at the Hub are contingent on a background check. Results of the background check may not necessarily disqualify candidates from being hired. 

The Hospitality Hub is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind: The Hub is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at The Hub are based on organizational needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, gender identity or expression, sexual orientation, mental or physical disability, ancestry, military discharge status, source of income, housing status, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. The Hub will not tolerate discrimination or harassment based on any of these characteristics. The Hub encourages women, people of color, and people of all ages to apply.