PDX Guest Services Practitioner

Position: Guest Services Practitioner
Term: Full-time, hourly
Pay: $20-$22/hour + health insurance, paid time off, and other benefits
Location: Portland, OR
Reports To: Guest Services Supervisor
Direct Reports: None

Organization Description:

Urban Alchemy is a nonprofit organization with the mission of transforming people and places through respect,
compassion, and love to heal communities challenged by the intersection of extreme poverty, mental illness,
addiction, and homelessness. The name Urban Alchemy references the process of spiritual and social
transformation that our staff engage in – both internally and in practice with all members of the public. Since our
founding in 2018, Urban Alchemy has grown into a thriving social enterprise with over 1,100 employees. We
provide community outreach and engagement, temporary housing for people experiencing homelessness, mobile
bathrooms and showers, and street cleaning services. Urban Alchemy currently operates in the San Francisco Bay
Area, Los Angeles County, Austin, Texas, and Portland, Oregon. Over 95% of Urban Alchemy employees, including
leadership, experienced incarceration and/or homelessness. For more information visit: https://urban-
alchemy.us/.

Position Summary:

Guest Services Practitioners provide outstanding care and customer service to guests of Urban Alchemy
residential sites. Guest Practitioners are expected to engage with guests to create a warm and comfortable
setting. They are responsible for a variety of tasks including checking in guests, helping ensure compliance with
community guidelines, resolving guest concerns and complaints, performing wellness checks, monitoring the
facility, ensuring the health and safety of all guests, de-escalating tense situations, and responding to
emergencies. As a Guest Services Practitioner, you will be part of a 24/7 team that provides information, referrals,
and support to guests while ensuring their facility is always well-run and maintained.

Duties and Responsibilities:

Position Specific:

• Conduct intake with new guests and provide an orientation to the facility and community guidelines.
• Greet guests warmly as the enter the facility and check them in and out according to site policies.
• If required by a pandemic or other concerns, conduct symptom checks of everyone entering the facility.
• Inform everyone entering the facility of the policy forbidding weapons; store any items that are not allowed in the facility.
• Check personal belongings as needed and in accordance with Urban Alchemy’s policies and procedures.
• Coordinate guest placements within the site location and track available beds.
• Distribute and coordinate basic needs items and services for guests such as meals, laundry, linens, toiletries, guests’ personal storage units and mail.
• Effectively communicate information about on-site services and amenities.
• Provide information and referrals to services in the community.
• Answer calls and in-person questions responding with courtesy, compassion, respect, and dignity.
• Provide emotional support to guests and other people experience homelessness.
• Maintain a working knowledge of safety measures and tools, including emergency plans.
• Monitor all entrances to the premises to ensure that no unauthorized individuals enter premises.
• Monitor cameras and address any issues observed in accordance with site policies and procedures.
• Perform ongoing interior and perimeter checks to ensure the facility is clean and secure.
• Perform regular wellness checks to ensure guests have not succumbed to overdose or medical conditions.
• Use harm reduction principles and trauma-informed care when engaging with guests.
• Help address stressful situations by assessing the cause, determining the appropriate response, and de- escalating conflicts or heightened emotions in accordance with Urban Alchemy’s best practices.
• Work collaboratively with other team members and person in crisis to quickly assess the needs of individuals experiencing mental health crisis and respond accordingly.
• Respond to health emergencies as needed, contacting 911, providing first-aid, administering Narcan for opioid overdose reversals, and taking other steps in accordance with Urban Alchemy’s policies.
• Know and adhere to Urban Alchemy’s critical incident policies, including reporting requirements.
• Day to day maintenance of record keeping, incident reporting, and updating guest files.
• Maintain timely and thorough administrative and guest records in accordance with site policies.
• Engage with surrounding neighbors and other stakeholders to maintain a good community relations.
• Practice self-awareness and cultural humility as member of diverse team; be conscientious and sensitive to power and other interpersonal dynamics with other team members.

General:

• Will treat all Urban Alchemy guests, staff and stakeholders with compassion and respect.
• Use emotional intelligence to effectively engage and connect with others.
• Adhere to established procedures to provide a safe working environment including complying with OSHA, state, and local regulations as well as Urban Alchemy’s policies.
• Attend orientation and any additional training required by Urban Alchemy or our funders.
• Work flexible hours and/or shifts, weekends, and on-call shifts.
• Must wear an Urban Alchemy uniform and ID badge.
• Must carry all required safety and communications equipment.
• Follow all Urban Alchemy’s policies and procedures, including all safety guidelines.
• Will complete other duties as assigned in service to our guests and stakeholders.