Ambassador

Mission Statement

Through the use of social and restorative justice principles, Five Keys provides traditionally underserved communities the opportunity to improve their lives through a focus on the Five Keys: EDUCATION, EMPLOYMENT, RECOVERY, FAMILY, COMMUNITY.

Five Keys Overview

Five Keys is a nonprofit organization that operates an extensive network of programs across California. With a presence in 14 counties and over 120 locations, Five Keys focuses on various initiatives aimed at empowering individuals and families to overcome poverty and inequity. The organization's programs encompass a wide range of services, including public charter schools, restorative justice programs in jails and prisons, shelters, permanent supportive housing, and the development of new housing and support programs. At Five Keys, the overarching objective is to uplift individuals and families by providing them with essential resources. This includes education, housing, employment, and the necessary tools to sustain their progress. By offering these fundamental elements, the organization aims to create positive and lasting change in communities, making them better places for everyone.

Housing Services Overview - A Unique Opportunity

Five Keys Housing Services aims to provide a warm, thriving community of support and services tailored to the unique needs of unhoused individuals at our various sites. Our goals are to provide outstanding customer service to our guests; excellent training and support to our staff; and ensure a safe, welcoming and clean environment for each of our guests to call home as long as they are with us. Our housing sites are unique in their approach to our clients, emphasizing low barriers to entry and a flexible approach to rules and requirements. Our goal is to support people who are often unsuccessful in traditional shelter or housing settings.

Our Core Competencies

A well qualified candidate has the capacity to communicate effectively, collaborate with others while building positive relationships, demonstrates strong problem solving skills, has a dynamic learning mindset, and remains committed to a high level of cultural and social awareness. A successful candidate will work well under pressure, observe appropriate boundaries and operate with a high degree of emotional intelligence.

What it’s really like to join our agency…

At Five Keys, culture matters. Culture is at the very core of everything we do and impact on a daily basis. We’ve made a commitment to building an inclusive culture that seeks collaboration over hierarchy to create empowered work teams. We serve vulnerable populations daily and we strive to approach everyone with compassion, patience and a trauma informed approach. We choose to push past discomfort to have difficult conversations to impact the greater good. This allows us the opportunity to collaboratively create an inclusive culture and transform the world around us.

BENEFITS

We offer very low monthly costs for medical, dental, and vision insurance, along with generous time off! Various pre-tax flexible spending accounts and retirement account 403(b) are available. We provide annual reimbursements up to $100 towards gym membership, smoking cessation, and weight loss programs. Annual athletic event participation and annual massages are reimbursed up to $50. Other Company-paid benefits, including free wellness-related apps, an Employee Assistance Program, and a comprehensive mental health care platform, are available to you and your dependents.

We provide annual reimbursements up to $100 towards gym membership, smoking cessation, and weight loss programs. Annual athletic event participation and annual massages are reimbursed up to $50. Other Company-paid benefits, including free wellness-related apps, an Employee Assistance Program, and a comprehensive mental health care platform, are available to you and your dependents.

JOB SUMMARY

The Ambassador acts as a resource, ally, and advisor to Permanent Supportive Housing (PSH), or Shelter guests, supporting the routine operation of the site by monitoring the facility to ensure the health and safety of all on-site. The Ambassador will provide guests with a meaningful Orientation about Site programs and services and engaging them in site activities. Each Ambassador will also provide and help maintain a safe, clean, and comfortable environment for all.

The Ambassador position reports to the Shift Supervisor and is accountable for fostering a welcoming, respectful, and safe environment for all guests, ensuring adherence to program guidelines, and supporting the day-to-day operations of the facility in alignment with organizational values and goals.

We are looking for someone who insists on maintaining a positive attitude and enjoys supporting a diverse group of people. This job is for you if you are compassionate, approachable, and committed to treating everyone with dignity and respect. You are a strong communicator who can build trust and rapport with people from all walks of life. You are also proactive and observant, with the ability to respond calmly and effectively to a range of situations. In addition, you are organized and reliable, able to manage multiple responsibilities while keeping guest well-being at the center of your focus. Most importantly, you are passionate about creating inclusive communities and supporting individuals on their journey toward stability.

JOB DUTIES AND RESPONSIBILITIES

• Checking the interior (guest sleeping quarters, bathrooms, showers, guest laundry area and community room) and exterior of the building on a regularly-assigned schedule to maintain a clean, safe environment
• De-escalation of potential client conflicts
• Inspecting the facilities to maintain security and program compliance
• Maintaining the Site Ambassador log according to procedure
• Performing all duties within the parameters of Site Policy and Procedures as well as the legislated Standards of Care policies
• Helping orient all guests to program rules and responsibilities of the Site
• Working with the on-duty Site Supervisor to ensure compliance with the rules and regulations in a fair and equitable manner for all guests
• Maintaining Site records in an accurate, complete and legible manner (including attendance at group meetings, disciplinary actions, bed assignments, etc.)
• Answering phones, taking messages, attending to requests for information in a professional manner according to Site procedure
• Assisting Site volunteers and visitors by providing a warm welcoming atmosphere
• Completing and submitting maintenance requests to the Assistant Director of Operations regarding failed equipment and needed repairs
• Responding to all guest requests and questions in a professional and courteous manner.
• Immediately reporting any problems to the Site Supervisor and Assistant Director of Operations in accordance with Site policies and procedures
• In collaboration with the Assistant Director of Operations and Shelter Supervisor overseeing center operations ensuring a safe environment for staff and guests
• The Ambassador will ensure that security policies and measures are consistently implemented and adhered to in collaboration with security staff when they are on-duty
• With direction from the Shelter Supervisor and Assistant Director of Operations, manage site-specific emergencies or crises
• Provide crisis intervention taking direction from Site Management
• Attending and participating in the daily Shift Change Meetings communicating all issues and concerns to staff coming on the next shift
• Maintaining a clean and healthy environment for guests including the stripping of beds, clearing of lockers, and sleeping areas and all community areas as assigned
• At the end of every shift, ensuring paperwork is complete and workspace is cleaned and organized.
• Collecting, inventorying, tagging, storing, and disposing of guest property according to Site policies and procedures
• Encouraging guests to engage in groups, activities, and services
• Work with the Shelter Supervisor in making decisions regarding critical incidents relating to the operation of the Site and its guests. As needed, Ambassadors will immediately alert the Supervisor or any Site Management present regarding the situation and seek direction
• May also be responsible for facilitating groups, workshops, and client meetings
• Refer guests to Site Care Coordinator staff and communicate any concerns or issues related to that guest
• Commit to attending all staff meetings and trainings even when outside of regular work hours. Participation in all applicable staff trainings and staff meetings is crucial to the success of every Five Keys employee
• Assists in maintaining cleanliness of facility including light janitorial, trash remove, assist in cleaning spills, eating areas and restrooms
• Other duties as assigned

KNOWLEDGE AND SKILLS

• Proficiency in Zoom, Microsoft Office, Google Workspace, and databases, preferred
• Able to maintain strict confidentiality and take all precautions when handling sensitive information
• Ability to effectively and efficiently work from home and independently, with high levels of self-accountability

EDUCATION AND WORK EXPERIENCE

• Experience working in a PSH or Shelter and having a full understanding of programmatic needs preferred
• Critical thinking and problem solving
• Excellent decision-making and leadership capabilities
• Excellent written, verbal and interpersonal communication skills and basic computer skills
• Collaborative work style, initiative and flexibility
• Commitment to Five Keys’ mission and to its organizational values
• Be committed to the mission of Five Keys Housing and possess a working knowledge of and sensitivity to individuals with substance abuse and/or mental health issues such as: PTSD, psychosis, borderline behaviors, bi-polar, etc.
• Possess a strong knowledge of social services; as well as mental health resources for low-income adults
• Must be excellent at charting, record-keeping, and assist in the development of a community resource list/file
• Will maintain professional, respectful, honest interactions with guests, staff and outside agencies
• Must be able to work as part of a multidisciplinary team and be sensitive to a diverse guest and staff population
• The successful candidate must hold either a High School Diploma or a GED equivalent or working toward a diploma
• Possess prior paid experience working with homeless populations that use harm-reduction models preferred
• Prior work with people dealing with mental health, disabilities, or substance abuse issues is preferred

PHYSICAL REQUIREMENTS

• Must wear provided PPE (Personal Protective Equipment) and adhere to all safety guidelines and requirements, when needed
• Occasional reaching with hands and arms
• Travel to multiple sites required
• Frequent and prolonged standing, walking, and sitting
• Long periods of walking, sitting at a desk and/or computer station
• Lifting items that weigh up to 25 lbs.; reaching, bending, carrying and stooping within the daily routine of tasks and activities

ADDITIONAL REQUIREMENTS

This position is contingent upon:

• Submitting proof of clear TB results. Results dated within 60 days prior to hire date are acceptable

WORK ENVIRONMENT

• Moderate to high noise level
• Work environment varies from site to site
• Some personal safety risk working in high-crisis environments

GROWTH OPPORTUNITIES

At Five Keys, we understand that when our employees grow, the agency has a greater capacity to thrive and accomplish its mission. It is for this reason that we remain committed to providing ongoing professional development opportunities for all of our employees. These include but are not limited to: conferences, staff development training, and coaching plans that allow incumbents to grow into new positions within and across programs within the agency-wide (i.e., charter schools, housing services, programs, transitional employment, nonprofit administration, etc).