What are the responsibilities and job description for the Front Desk Manager position at SafeNest?
SafeNest Job Description
Job Title: Front Desk Manager
Department: Clinical Advocacy / Admin
Reports To: Clinical Director
FLSA Status: Salary Exempt
Hours per week: 40
Salary Range: $50,000 - $52,000 annually
Overview of SafeNest
Since 1977, SafeNest has been a leading force in the fight to end domestic and sexual violence. Dedicated to a holistic and innovative approach, SafeNest works tirelessly with survivors, abusive partners, and children impacted by interpersonal violence. With a steadfast commitment to breaking the cycle of abuse, SafeNest serves over 11,000 clients annually, delivering more than 170,000 life-changing services. As Nevada’s largest provider of interpersonal violence services, SafeNest’s impact is driven by its exceptional team of professionals. We recognize that our people are our greatest asset, which is why we offer competitive salaries, comprehensive benefits, and an empowering work environment. Together, we are building a safer, more compassionate community.
Job Summary
The ideal candidate will possess strong management experience in front office operations, demonstrating expertise in overseeing daily activities, ensuring smooth guest experiences, project management, and maintaining efficient front desk procedures.
This position is responsible for overseeing front desk staff and ensuring the smooth operation of a newly established, multifaceted office. Key responsibilities include managing efficient client screening and intake processes for counseling sessions, scheduling appointments, and overseeing phone systems. The role also serves as the central hub for front desk operations, ensuring seamless coordination of activities while maintaining a welcoming, trauma-informed environment for clients and staff. Additionally, the position involves maintaining multiple databases, supporting the clinical team, and fostering a positive, client-centered atmosphere.
Primary Responsibilities
In addition to the core duties outlined, this position encompasses a broad range of responsibilities to ensure a supportive and streamlined environment for clients and staff:
- Supervise and manage front desk staff, stepping in to assist as needed.
- Ensure strict confidentiality when handling client information, adhering to HIPAA regulations at all times.
- Assess and redirect crisis calls to the main office crisis line, determining callers' eligibility for services, and providing necessary referrals.
- Pre-screen callers for participation in domestic violence, sexual violence, and batterers' treatment counseling groups.
- Coordinate and schedule appointments for orientations, intake sessions, and ongoing counseling with therapists.
- Conduct initial phone interviews with clients in a compassionate and empathetic manner, gathering essential information.
- Greet and direct clients and visitors to the appropriate staff, creating a welcoming and supportive atmosphere.
- Assist donors presenting in-kind donations, expressing professionalism and appreciation.
- Maintain meticulous client files, ensuring accuracy, completeness, and timely data entry in accordance with supervisor guidelines.
- Support the collection and documentation of client fee payments, following established operational procedures.
- Compile comprehensive statistical reports on client services, contributing to program evaluation and improvements.
- Process counseling referrals from external agencies, including CPS, courts, and other partner organizations.
- Complete insurance verification for clients enrolled in counseling programs.
- Prepare and submit client data reports for grant funding purposes.
- Work with court-ordered clients for the Batter’s Intervention Program and Anger Management classes.
- Oversee the acceptance, distribution, and organization of incoming mail and packages for office staff.
- Address routine office needs, including room scheduling, office resources, and other administrative duties as assigned.
- Participate actively in team meetings, agency staff meetings, and required training sessions.
- Foster effective collaboration with volunteers and staff members to ensure smooth office operations.
Skills and Qualifications
Bilingual Proficiency: Preferred proficiency in both English and Spanish.
Problem Solving: Identifies and resolves issues promptly by gathering relevant information and developing alternative solutions. Collaborates effectively in group problem-solving, using logic and reasoning, even when addressing emotional topics.
Oral Communication: Communicates clearly in both positive and challenging situations. Listens actively, seeks clarification when needed, and responds thoughtfully to questions. Communicate effectively with all clients, including clients enrolled in Batter’s Intervention Program and Anger Management classes.
Written Communication: Produces clear and concise written content, ensuring accuracy in spelling and grammar. Adapts writing style to meet the needs of the audience. Communicate effectively with all clients, including clients enrolled in Batter’s Intervention Program and Anger Management classes.
Teamwork: Demonstrates a balance between individual and team responsibilities. Values others' perspectives and is open to feedback, fostering a collaborative team environment. Prioritizes the success of the team over personal interests and supports the efforts of others to achieve success.
Diversity: Demonstrates respect and sensitivity toward cultural differences and diversity. Actively promotes a respectful, harassment-free environment.
Ethics: Upholds the highest ethical standards and adheres to Safe Nest's core values. Maintains confidentiality and exercises discretion at all times.
Organizational Support: Adheres to policies and procedures while actively supporting the goals and objectives of Safe Nest.
Judgment: Exhibits sound judgment by making informed decisions and providing clear, rational explanations for choices. Involves the appropriate individuals in the decision-making process in a timely manner.
Planning/Organizing: Effectively manages time and resources, prioritizes tasks and developing realistic action plans.
Professionalism: Maintains composure under pressure, treating others with respect and consideration, regardless of their role or status. Takes responsibility for actions and consistently follows through on commitments.
Attendance/Punctuality & Dependability: Consistently arrives on time and ensures work responsibilities are met. Takes ownership of actions and follows management direction. Willing to work extra hours when necessary to achieve organizational goals.
This job description is not intended to be all-inclusive; the employee will be expected to perform other reasonably related job duties as assigned by the immediate supervisor or other management as required.
Physical Requirements and Work Conditions
The physical demands described here represent those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The noise level in the work environment is usually moderate office noise but may vary on occasion if circumstances require.
- Regular attendance during regularly scheduled business hours is expected. However, this position requires occasional flexibility in work hours as needed to accomplish department goals and objectives.
Equal Opportunity Employer
SafeNest is an Equal Opportunity Employer that does not discriminate on the basis of actual or
perceived race, creed, color, religion, national origin, ancestry, citizenship status, age,
disability, sex, marital status, veteran status, gender identity, sexual orientation, genetic
information, or any other characteristic protected by applicable federal, state, or local laws.
Salary : $50,000 - $52,000