Customer advocate Jobs in Downey, CA

Job Description

Job Description

SUMMARY OF RESPONSIBILITIES :

The Resident Advocate Security Monitor is responsible for providing services including assisting clients with follow-up with crisis intervention, basic house clean-up and maintenance, conflict resolution, and ensures safety and security to participants / tenants. The schedule for this position will fluctuate from time to time on a weekly basis. The following represents typical job functions :

Duties And Responsibilities

Ensure the safety of participants and guests by providing on-site participant supervision

SHELTER ENTRANCE MONITORING : The front door to the shelter is the only permitted entrance and exit for participants, employees, and partners. Monitor and authorize entrance and departure of employees, participants, visitors, guests, and other people to guard and maintain security of premises.

BAG & PERSON SCREENING : Monitors search all participants’ person and belongings being brought into the shelter each time a participant enters. This is a critical step in ensuring the safety and security of everyone. It is important to treat every participant with equal dignity and professionalism every time they are screened.

Hourly patrol of premises to prevent and detect signs of intrusion and ensure security of doors, windows, and gates, etc. walking the facility inside and out and making reports as needed.

SHELTER SAFETY :

While patrolling, observe shelter to ensure safe operations; report and correct any spills, unsafe working conditions, or defective equipment.

Know the location of fire exits and be prepared to assist participants in case of any emergency.

Monitor participants and assist staff when conducting room checks; maintain records of client compliance of program rules, report to staff and assist as needed.

Respond to emergency situations as appropriate

Notify emergency services personnel, such as law enforcement, fire department, and paramedics in case of emergencies

Resolve participant issues as needed using de-escalation and crisis intervention techniques to help participants work through conflict

ASSET PROTECTION :

As a non-profit agency, HOTV must utilize all limited resources effectively and protect from theft, loss, or damage to the shelter’s assets. Report all suspicious events to direct supervisor.

Responsible for completing written reports and incident logs of daily activities and irregularities, such as : unusual occurrences, equipment or property damage, theft, and presence of unauthorized persons.

ACT AS A ROLE MODEL FOR PARTICIPANTS AT ALL TIMES. Learn, understand and practice the professionalism expected – Put clients’ / participants’ needs first.

CLIENT / PARTICIPANT SUPPORT :

Answer telephones and take messages for clients and staff, monitor doors, and greet visitors.

Assist shelter staff during provision of services to clients / participants, including meal preparation / serving, monitoring and recording client self-administration of prescribed medication, set-up for classes, meetings, recreation, and other program events.

Attend and participate in team meetings, trainings, case conference, etc.

Establish and / or maintain good rapport and working arrangements with co-workers, including the management team and other staff.

Create and maintain a shelter environment that is safe

Uphold all HOTV and LAHSA rules, regulations, and policies

Other duties that may arise to support the program mission and goals.

REQUIREMENTS :

Driver License (required)

US work authorization (required)

High School or equivalent (required)

Guard Card (required)

Qualifications

Understand and support the mission statement of Hope of the Valley Rescue Mission

High school diploma or GED

1-2 years' experience working with the homeless or similar population

Must possess solid proficiency of Microsoft Office Suite

Excellent verbal and written communication skills. Must possess basic grammar and spelling skills

Possess the necessary initiative, adaptability, and responsibility to work with minimum supervision

Must possess excellent problem-solving skills

Ability to interact with others professionally

Knowledge of Housing First, Harm Reduction, and Trauma Informed principles

Experience working with a diverse population, with sensitivity to differences in culture, religion, sexual orientation, race, age, and physical and mental illness

Valid CPR / First Aid certification or ability to obtain within 30 days of hire

Must be TB-cleared prior to hiring

A criminal background check is required

A drug-test is required

Local travel may be required

A Valid CA driver's license is required

Other Requirements

Ability to walk, stand, bend, squat, climb, kneel, and twist on an intermittent or sometimes continuous basis

Ability to grasp, push, pull objects such as files, file cabinet drawers, and reach overhead

Ability to work in proximity with service animals and emotional support animals

Ability to operate a computer, fax, and telephone

Ability to lift up to 25 lbs.

Some night and weekend hours required

Education :

High school or equivalent (Preferred)

PHYSICAL DEMANDS, ENVIRONMENTAL CONDITIONS, EQUIPMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Employee is required to : Walk and climb stairs; stand, bend, squat, climb, kneel, and twist on an intermittent or sometimes continuous basis; Grasp, push, pull objects such as files, file cabinet drawers, and reach overhead; Handle, finger, grasp and feel objects and equipment; Reach with hands and arms; Be mobile by moving oneself from place to place quickly and easily; Repeat various motions with the wrists, hands, and fingers; Be able to perform visual activities for (including, but not limited to) administrative and clerical tasks; Ability to lift up to 25 lbs. Communicate, receive and exchange ideas, information by means of the spoken and written word; Drive a vehicle in and around Los Angeles County; Be able to enter various buildings that may require climbing stairs. Be periodically subjected to outside environmental conditions. Employee may work in proximity to service animals and emotional support animals; Use a desktop and / or laptop computer; copy, postage, and fax machines. Complete all required forms in personal writing.

Work Environment :

The employee may be in contact with individuals and families in crisis who may be ill, using alcohol and drugs, and who may not be attentive to basic personal hygiene, health, and safety practices. The employee may experience several unpleasant sensory demands associated with the client's use of alcohol and drugs, and lack of personal hygiene. The employee must be ready to respond quickly and effectively to many types of situations, including crisis situations and potentially hostile situations. The noise level in the work environment is usually moderate in an office setting. Sometimes work may become stressful when working under pressure.

The schedule for this position would be :

• Friday, Saturday, and Sunday : mornings or swing, or
• Saturday, Sunday, and Monday : mornings or swing

Friday, Saturday, and Sunday : mornings or swing, or Saturday, Sunday, and Monday : mornings or swing