Counselor (Guest Support Specialist) - Woods Mullen Shelter

The mission of the Boston Public Health Commission (BPHC) is to protect, preserve, and promote the health and well-being of all Boston residents, particularly the most vulnerable. The BPHC envisions a thriving Boston where all residents live healthy, fulfilling lives free of racism, poverty, violence, and other systems of oppression. The BPHC sets an expectation that all staff and leadership commit, individually and as part of the BPHC team, to hold ourselves accountable to establishing a culture of antiracism and advance racial equity and justice through each of our bureaus, programs, and offices.

The Boston Public Health Commission’s Homeless Services Bureau (HSB) provides emergency shelter, job training, behavioral health support, and housing services to unhoused individuals in Boston. We serve close to 5,000 individuals every year and are one of the largest providers of emergency shelter in New England. We aim to make homelessness in Boston rare, brief, and one time. We do that by problem-solving with new shelter guests at the front door to try to prevent anyone from becoming homeless. For individuals who do become homeless and use our shelters, we help them quickly move out of homelessness and find a safe place to call home. Once housed, we provide in-home support to ensure someone does not return to homelessness. We use a Housing First and racial justice framework, which is built on the foundation that housing is a social determinant of health, a basic need that everyone deserves, and does not require sobriety. We foster evidence-based approaches such as trauma-informed care, harm reduction, and motivational interviewing in the delivery of our services, and ensure services are low-threshold and accessible to our guests.

HSB’s Counselors (which may be referred to functionally as “Guest Support Specialists”) are the first line of contact for all guests entering shelter and ensure the overall well-being and operation of shelter. Counselors/Guest Support Specialists serve as the bridge between shelter operations and shelter services, meeting individuals “where they are” and providing non-judgmental, trauma-informed services and resources to individuals, including those staying at the HSB’s emergency shelters (“guests”).

DUTIES

• Welcome guests, visitors, and volunteers at entry courteously and professionally; check guests into system, provide review of shelter rules/agreements as needed.
• Provide a safe and supportive environment for those experiencing homelessness in the shelter, including but not limited to any designated low-threshold spaces. Responsible for the overall stability of the shelter environment for guests and staff by ensuring compliance with shelter rules and policies.
• Facilitate shelter safety procedures including regular safety rounds throughout shelter and conducting search/screening procedures for guests entering shelter.
• Develop positive professional relationships with guests/HSB clients to facilitate care.
• Provide milieu support: this may include escorting guests throughout shelter and individual guest engagement and performing services in the main housing areas of the shelter and designated low-threshold units/areas.
• Respond to emergencies and crisis situations according to appropriate HSB policies.
• Intervene to de-escalate conflict situations, anticipating potential conflict situations and intervening prior to crisis.
• Conduct formal and informal assessments to determine needs and make appropriate referrals to internal and external programs.
• Facilitate linkage to HSB service teams and to other support services, including healthcare clinic, Recovery Services Bureau programs/recovery system, and low-threshold services.
• Coordinate with internal programs to assist in the administration and/or facilitation of group meetings, life skills and information training, and day program activities.
• Assist guests with daily living tasks as needed.
• Coordinate the distribution and collection of guest resources including linens, food, clothing and toiletries.
• Facilitate immediate access to safety, health, and harm reduction supplies for all guests.
• Demonstrate professional conduct and relationships with guests and with all internal and external partners.
• Maintain accurate records such as recording log notes and data entry into ETO or other HMIS.
• Demonstrate knowledge of trauma informed care and housing first principles in guest engagements.
• Maintain confidentiality and standards of ethical practice.
• Attend required meetings and training sessions.
• Provide phone coverage as necessary.
• Transports clients via program van.
• Works to help BPHC become an antiracist organization by meeting or exceeding the standards set by the BPHC Anti-Racism Policy.
• Performs other duties as required.