Job Title: Front Desk Coordinator

Classification: Non-Exempt (Hourly)

Status: Full-Time

Location: Davis Square, Somerville MA

Department: Engagement Center

Reports to: Engagement Center Manager

About Us

Somerville Homeless Coalition is a human services agency helping families and individuals in all stages of homelessness, including shelter placement, case management, housing search, supportive housing, homeless prevention, and referrals to additional services. We also operate a food pantry and meals program - Project SOUP. The office environment is fast-paced with people calling looking for assistance, coming in for meetings with case managers and dropping-in. To learn more please visit

Position Summary

The Engagement Center is a “drop-in” style day center that services individuals and families experiencing homelessness. Services that are offered in the Center include: snacks, hygiene supplies, access to clothing, mail and telephone services, housing search, computer access, groups, etc. The Front Desk Coordinator is the first person clients, providers and funders interact with upon contacting and entering the Engagement Center. The person holding this position will be courteous, friendly, professional and respectful in order to provide a welcoming atmosphere in the office environment and on the phone. General responsibilities include greeting and triaging clients at the Engagement Center; answering telephones; providing service and resource information; completing referral/program eligibility forms for those requesting assistance; making appropriate referrals for those who are determined ineligible to receive our services, and performing clerical work.

Essential Functions, Duties and Responsibilities

• Open Engagement Drop-In Center and provide support for the management of the office environment
• Maintain a safe, clean, free of clutter and welcoming atmosphere
• Operate telephone console system by answering, screening and directing incoming calls
• Screen individuals seeking assistance for program eligibility and make appropriate referrals
• Greet and triage clients as at the Engagement Center (EC), routing them to the appropriate staff
• Support the EC staff by consistently enforcing policy and procedures for check in, bathroom access, etc.
• Retrieve, sort and distribute incoming mail and manage outgoing mail
• Make appropriate referrals for those who are ineligible for SHC services
• Enter data into the Homeless Management Information System (HMIS)
• Perform consistent, accurate and timely record-keeping tasks
• Be available to conduct client intakes when the Engagement Center Coordinators are not available
• Provide other clerical tasks and administrative support for SHC Leadership
• Ensure all in-kind donations and supplies are consistently organized/stocked - bring trash barrels inside
• Attend staff meetings, regular staff supervisions, in-service trainings and professional development

Education, Abilities, Competencies and Experience Required

• High School Diploma
• Excellent communication skills, including oral and written communication
• Ability to manage multiple tasks
• Bilingual preferred (Spanish-English preferred)
• Excellent computer skills, including Google Applications and Microsoft Office software
• Punctual, organized and detail oriented
• Ability to be resourceful and proactive in dealing with all types of issues that may arise
• Work independently
• Sensitive and understanding of the homeless population, including those with disabilities

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in an office and professional environment. This role routinely uses standard office equipment such as computers, phones, photocopiers.

Physical Demands

This is an office based position in a busy homelessness Drop-In Engagement Center. This would require the ability to sit at a desk, frequent walking, bend or stand as necessary.

Position Type and Expected Hours of Work

Designated days and schedule will be primarily Monday-Friday 9am-5pm though will also be based on the needs of the operation and business and may occasionally include other hours. .

Travel

No travel is required.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

SHC is an Equal Employment Opportunity Employer. SHC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Job Type: Full-time

Pay: From $21.63 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• No nights
• No weekends

Experience:

• Customer service: 1 year (Preferred)

Ability to Commute:

• Somerville, MA 02144 (Required)

Ability to Relocate:

• Somerville, MA 02144: Relocate before starting work (Required)

Work Location: In person