The Hospitality Hub of Memphis Residential Care Specialist Memphis, TN · Full time

Apply for Residential Care Specialist

The Residential Care Specialist implements the Hospitality Hub’s efforts to safely shelter unhoused women and their children at the Hub Hotel, a 24-hour, 7-day shelter facility. Women arrive at the Hub Hotel potentially carrying decades of trauma. The role of the Residential Care Specialist is to make the Hub Hotel the most productive, safe, clean, and healing environment possible. 

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.

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 overnights. Everyone in the organization is expected to identify and solve problems. The Hub hires passionate, empathetic individuals. 

Primary Location: 590 Washington, Memphis, TN 38105 

Hours: 3:00 pm to 11:00 pm or 4:00 pm to midnight twice a week; three overnights per week midnight to 8:00 am, one full weekend off per month -or- midnight to 8:00 am five days per week and one full weekend off per month

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 $15.50/hr. Hourly team members are compensated with pre-approved overtime pay for hours exceeding 40 hours a week. 

Reports to: Hub Hotel Manager

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

Responsibilities 

Guest Experience

• Welcomes each guest to the space and culture of the Hub Hotel
• Supports the Hub Hotel Manager in setting the tone and culture of the Hub Hotel and ensuring that it aligns with the values, goals, and mission of the Hospitality Hub
• Works to create an excellent guest experience throughout their stay
• Understands the goals of the Hub Hotel
• Leads with compassion but enforces Hub Hotel policies and procedures with guests
• Initiates and plans Hub Hotel events and celebrations (field trips, classes, birthday celebrations, etc).
• Supports new guests with orientation and intake through HMIS 
• Maintains a clean and clutter-free shelter environment
• Keeps residents safe, upbeat, and on task
• Ensures that wellness checks are performed
• Understands and supports each guests’ personal goals developed in coordination with Case Counselors

Safety

• Ensures the safety of all guests and staff
• Completes incident reports for any injuries experienced by guests and immediately contacts Hub Hotel Manager to detail incidents
• Ensures all residents follow all Hub safety and health protocols
• Immediately reports any issues with equipment or vehicles
• Resolves conflicts during shifts using de-escalation and mediation skills

General

• Carries out day-to-day operations of the Hub Hotel
• Communicates with Hub staff as needed to share celebrations, concerns, next steps, etc. using the appropriate channels and tools.
• Ensures that shift checklists and data reports are completed in a timely manner
• Drives as needed including taking residents to necessary appointments
• Supports the mission of the Hub to help people move out of homelessness with creativity, commitment, and compassion

Requirements

• Organized and task oriented
• Current Driver's License with a safe driving record
• Punctual
• Passion for creating a positive, safe, and encouraging environment for colleagues and residents
• The ability to meet the physical demands of the job, such as standing up for long hours and lifting heavy loads occasionally
• The ability to follow all organization COVID policies including wearing a mask
• Works well within a team
• Leadership, communication and conflict-management skills
• Compassionate listener and 
• Capable of motivating others
• Basic computer and typing skills 
• Capable and creative problem solver
• Experience using or willing to learn and use the following:
• HMIS database
• GSuite (Gmail, Google Docs, and Google Calendar)
• Slack
• Properly engages with guests and builds trustful relationships with appropriate boundaries. 
• Speaks positively about the program at all times to participants, funders, partners, and the general public
• Maintains a high degree of confidentiality

Preferred

• Previous experience as a Residential Care Specialist or similar role
• Experience with working with individuals living on the margins of society

Training provided by The Hospitality Hub

• CPR/First Aid Certificate 
• De-escalation and mediation training
• HMIS reporting and data collection 
• Diversity, Sensitivity and Inclusion in the Workplace
• Harassment Prevention For Non-Supervisors
• Stewards of Children (Memphis Child Advocacy Center)
• Training on all services offered by the Hospitality Hub, the Homeless Continuum of Care, and active partners and referral agencies

Hiring Process: 

Unfortunately, we cannot confirm receipt of or respond to every single application. If your experience matches many but not all of the qualifications, we still encourage you to apply. 

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, LGBTQ+ people, and people of all ages to apply.