About Job

The Case Counselor implements the Hospitality Hub’s efforts to safely shelter unhoused women and their children at the Hub Hotel, a 24-hour, 7-day shelter facility and move them out of homelessness. Women arrive at the Hub Hotel potentially carrying decades of trauma. The role of the Case Counselor is to co-create with each guest an individualized plan to help them meet their goals and move out of homelessness.

About the role:

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.

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. Our team is proud to have a 100% vaccination rate against COVID.

Primary Location: 590 Washington, Memphis, TN 38105

Hours: typical shift hours are 8:00 am to 4:00 pm or 3:00 to 11:00 pm, it is required that other shifts be filled when needed including during warming and cooling center events

Benefits: A generous paid time off policy, paid parental leave, professional development, and medical insurance are offered to all regular full-time employees. Regular training is provided to all employees.

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/hour. Hourly team members are compensated with overtime pay for hours exceeding 40 hours a week.

Reports to: Director of Shelter Operations

Education and Experience: Bachelors in Social Work, Psychology, Sociology or related field or six years working in a Social Work related field

While the primary responsibilities of the position are outlined below, this list is not exhaustive.

Responsibilities

General

Welcomes and orients each guest to the space and culture of the Hub Hotel
Works to create an excellent guest experience throughout their stay
Understands the goals of the Hub Hotel and each guest and maintains an environment to meet those goals
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
Must be well versed in all programs the Hospitality Hub offers and is willing to expand opportunities offered to ensure all clients receive adequate, correct, and specialized information to support their need in order to move out of homelessness

Case work

Conducts intakes and assessments then co-creates a plan with clients to address the barriers preventing their exit from homelessness
Documents all resources, services, partners, and possible recommendations available to clients depending on their situation and preferred outcome
Utilizes motivational interviewing to encourage and inspire
Follow up with clients to ensure all goals are measurable, time-oriented, and being completed properly.
Gathers information from guests in order to understand them from a social work perspective (client in their ecosystem) utilizing genogram, ecomap, and client-centric care.
Connects clients with resources within their community—SNAP, TANF, etc.
Assists clients with obtaining their vital records, such as ID and birth certificate
Encourages clients to be self-sufficient in overcoming barriers and achieving permanency.
Creates opportunity for guests’ growth and fun outside of casework needs

Data / Tools / Software

Works diligently tracking all data and information in the designated systems including the Homeless Management Information System (HMIS)
Supports the Hub with data reporting as needed by providing accurate counts of daily new guests, meals, guests housed, and other requested data.
Communicates with Hub staff as needed to share celebrations, concerns, next steps, etc. using the appropriate channels and tools.

Client Health & Safety

Understand and ensure that clients follow all Hub safety protocols, including COVID-19 protocols.
Is comfortable with and capable of de-escalating conflict
Helps clients work through conflict with others living in the Hub Hotel and empowers the Hub Hotel Team to do the same
Supports and maintains a clean and clutter-free environment
Completes necessary forms following complaints or incidents and reports information to the Hub Hotel Manager.
Demonstrates empathy when working with guests and remains culturally sensitive in the work environment.
Reports any issues with equipment, vehicles or the house to the Facilities Manager
Communicates needs for materials and supplies to the Hotel and Facilities Managers regarding any concerns with food and the space
Documents any challenges or successes experienced by the guests—as well as any feedback provided by guests

Collaboration

Willing to step into other roles (including as a Case Counselor on the Intake team or as a Residential Care Specialist) as needed
Refers partner, funder and media requests or questions to the Hub Hotel Manager.
Fixes or proposes solutions to problems and is able to effectively communicate to the team what the issues are if a conflict arises in order to build solutions.
Participates in program, department and agency meetings and relevant trainings as required, as well as inter-agency
Strives to incorporate ongoing learning into the Hub Hotel operations and culture
Ensures that shift checklists are completed each day.
Drives as needed including taking residents to necessary appointments

Requirements

Previous experience working with vulnerable and diverse populations. Experience working with individuals experiencing homelessness is preferred.
Current Driver’s License with a safe driving record
High level of empathy and a passion for advocacy
Passion for creating a positive, safe, and encouraging work environment for colleagues and participants
Passionate, committed and always willing to identify and solving problems
Leadership and conflict-management skills
Willingness to take and implement constructive feedback
Able to be kind, inclusive, and non-judgmental toward all individuals
Ability to maintain clear personal and professional boundaries
Ability to work effectively in constantly changing and sometimes demanding environment
Experience working with a diverse population, with sensitivity to differences in culture, religion, sexual orientation, race, age, and physical and mental illness.
Ability to respond responsibly in emergency and crisis situations.
Ability to communicate well both orally and in written form, and follow detailed instructions
Computer skills including use of Windows Office, Google products, and capable of adapting to other tech programs.
Completes all duties as assigned. Other duties as required.

Preferred Knowledge and skills

Understanding of trauma-informed care and client-centric work
Understanding of strength-based engagement
Well versed in Motivational Interviewing

Training and certifications provided by The Hospitality Hub

CPR/First Aid Certificate
De-escalation and mediation training
HMIS reporting and data collection
Training on Vulnerability Index (VI)
Diversity, Sensitivity and Inclusion in the Workplace
Harassment Prevention For Non-Supervisors
Stewards of Children (Memphis Child Advocacy Center)

Hiring Process:

Unfortunately, we cannot confirm receipt of or respond to every single application. If your experience matches many but not all of the qualifications, we still encourage you to apply.

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, LGBTQ people, and people of all ages to apply.