The Hospitality Hub of Memphis Weekend Residential Support Staff Memphis, TN · Part time

Apply for Weekend Residential Support Staff

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.

Weekend Residential Support Staff                                                            FLSA: Non Exempt

The Hospitality Hub

Memphis, TN

About the Role:

The Hospitality Hub is the primary One-Stop-Shop for persons experiencing homelessness.  Our women's shelter, Hub Hotel, plays a vital role in maintaining a safe, supportive, and structured environment for women and children who are experiencing the trauma of homelessness. This position is responsible for ensuring participant safety, conducting routine safety checks, documenting observations, and delivering exceptional customer service. The Weekend Residential Support Staff supports daily program operations and contributes to a positive residential experience.

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: 590 Washington, Memphis, TN 38105 

Hours: We are hiring for two weekend positions

• Weekend Day Shift: Saturday and Sunday, 7:00 am to 7:00 pm
• Weekend Overnight Shift: Saturday and Sunday, 7:00 pm to 7:00 am

Benefits:

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 $17/hr and goes up to $19/hr. Hourly team members are compensated with pre-approved overtime pay for hours exceeding 40 hours a week. 

Reports to: Yolanda Laws, Director of Shelter Operations

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
• Holds the duality of compassion and accountability, enforcing Hub Hotel policies and procedures while maintaining the humanity of the guests 
• Participates in the implementation of Hub Hotel events and celebrations (field trips, classes, birthday celebrations, etc).
• Supports new guests with orientation and intake through HMIS 
• Maintains a clean, clutter-free, and therapeutic shelter environment
• Keeps residents safe, upbeat, and on task
• Understands and supports each guests’ personal goals developed in coordination with Case Counselors
• Assists with implementing individualized housing plans

Safety

• Ensures the safety of all guests and staff
• Maintains accurate, timely documentation and records of observations and interventions.
• 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
• Observes, monitors, and documents participant behaviors, progress, and responses to interventions
• Performs safety checks and maintains supervision at designated intervals (e.g., 15-minute checks) per individualized guidelines and special precautions
• Communicate with security periodically throughout the shift via radio or phone
• Demonstrates a strong sense of urgency regarding participant safety and provides excellent customer service at all times

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
• Support daily living activities, including personal hygiene assistance and meal preparation, as appropriate
• When needed, will assist with distributing meals 
• Supports the mission of the Hub to help people move out of homelessness with creativity, commitment, and compassion

Other

• Support the training and onboarding of new hires and interns, reflecting our commitment to being a learning organization.
• Must be available to work additional shifts as needed to support warming and cooling center operations during extreme weather events.
• Performs other duties as assigned. 

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
• 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 working in residential treatment, overnight monitoring of patients or participants, shelter coordination, 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 
• Training on all services offered by the Hospitality Hub, the Homeless Continuum of Care, and active partners and referral agencies

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, 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.