911 Operator Jobs in Springfield, MA (NOW HIRING)

Please Note: This position is for on call coverage for any of the following shifts:

8 AM -4PM Monday - Friday

4 PM - 10PM Monday - Friday

10 AM - 6 PM Saturday - Sunday

Position Summary:

The Casa Front Desk Attendants are the front-line staff working with tenants, employees, and visitors of our Casa de Francisco apartment building. Attendants deliver our services in a non-judgmental way. They assist tenants, employees, and visitors by assuring that leases and house rules are observed, in a manner which conveys caring, respect and understanding. This position provides services to some persons who are currently or formerly homeless and often have a mental illness and also may have co-occurring substance abuse issues.

Qualifications:

• High school diploma or general education degree (GED); or an equivalent combination of education and experience
• Commitment to Housing First, Harm Reduction, Person-Centered, and Consumer-Choice models of care
• Ability to apply common sense understanding to carry out detailed written or oral instructions
• Ability to read and comprehend simple instructions, short correspondence and memos. Ability to write simple correspondence, complete paperwork
• Bilingual/Bicultural (English/Spanish) (preferred)
• Strong interpersonal communication skills and an ability to provide services to persons who are low-income and/or homeless
• Ability to handle stressful situations in a fast-paced environment and intervene/deescalate crisis situations

Physical Requirements:

While performing the duties of the job, the position is frequently required to sit. Other positions include to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop; kneel; or crouch. The position must occasionally lift and/or move up to 40 pounds and is subject to the use of Universal Precautions as required by the blood borne Pathogens Exposure Control Plan.

Nature and Scope of Position:

This position provides services to clients in a customer service setting of an apartment building environment for lower income tenants and others who come to the building for employment, tenants visitors, and other agency visitors. This position provides typically the first interaction between visitors and staff, controlling the public entrance to the building. The Attendant makes continuous rounds and monitors activity, completes paperwork, answers the door and telephone, and cleans and sanitizes the lobby area. The position requires the ability to be pleasant, patient, compassionate and consistent for all interactions.

Environmental and Working Conditions:

This position regularly works with tenants and visitors who are intoxicated, under the influence of unknown substances, may be affected by communicable diseases, and/or appear affected by serious mental health problems. The environment can occasionally be fast-paced and may include stressful and crisis situations.

Job Responsibilities:

• Read the staff log book from the entry of last shift worked
• Answer and control the phone professionally as the Attendant is the agencys main telephone Operator
• Maintain logs and control of all visitors to the building utililzing LobbyGuard software for visitor management
• Monitor all security cameras and take appropriate actions for external and internal threats
• Call 911 or routine police number for trespassing or other situations as appropriate
• Utilize panic alarm only for imminent, active threats such as robbery in-progress and personal assaults that prevent calling 911; calling 911 is strongly preferred due to the additional information that can be conveyed to officers for an appropriate response, versus the panic alarm
• Maintain professional boundaries with all tenants and visitors, including, but not limited to:
• Not being in any tenant apartments other than an emergency
• Not self-disclosing personal information such as personal cellphone, address, etc.
• Not socializing outside of the work environment unless a relationship existed prior to hire
• Not accepting food or gifts
• Not lending or borrowing money
• Not talking about tenants
• Not running errands
• Not employing or asking for personal favors
• Not holding things
• Not giving rides
• Not letting tenants work on or drive ones personal vehicle
• Not babysitting
• Not allowing children behind the front desk
• Not asking or allowing tenants to babysit your child
• Keep lobby and Front Desk area clean of trash or clutter
• Remove trash from lobby and Front Desk area if needed, especially on the weekends
• Maintain safety from slips and fall risks as much as possible, including setting up and removing wet floor signs in lobby when conditions warrant
• Maintain low volume levels of noise in lobby and clear lobby of tenants during 8 AM to 8 PM Monday through Friday
• Make continual rounds, monitoring the lobby, bathrooms, administrative offices, building exterior and parking lots. Investigate basement and residential apartment areas when issues are reported by others or when security cameras show abnormal activity
• Make sure smoking is in designated outdoor areas only
• For emergency issues, contact one of the following, in order, the Property Manager, the Executive Director, the Director of Programs, or the Supportive Housing Lead Case Manager
• Assist all people in the building to an orderly evacuation in case of fire, fire alarm, or other evacuation emergency
• Make entries in the staff log book at least every hour. Record client altercations, problems, policy deviations, fire alarms, client concerns, repairs needed and other information to be communicated to staff
• Make sure that all incidents and logbook entries are complete prior to the end of the shift
• Complete incident reports completely for all out-of the-ordinary situations, including, but not limited to altercations, unresolved conflicts, damage to property, or calling the police or ambulance. The incident report will minimally contain: who; what; when; where
• Other duties as needed/assigned
• Additional Second Shift Duties:
• Wipe all lobby chairs, table tops, stair railings, and front counter with sanitizing solution while utilizing personal protection including gloves around 9 PM

AA/EOE

Job Type: Part-time