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The Front Desk Receptionist serves as the first point of contact for clients, visitors, staff, and community partners serving individuals with mental health concerns, substance use disorders, homelessness, unemployment, and disabilities. This position requires a highly organized, professional, and compassionate individual who can effectively manage a fast-paced reception area while providing excellent customer service.

Job Duties & Responsibilities:

• Greet and assist participants, visitors, staff, and other individuals entering the agency in a welcoming, respectful, and professional manner.
• Answer a high volume of incoming telephone calls promptly and courteously.
• Screen and triage telephone calls, determine the nature and urgency of requests, and direct calls to the appropriate department or staff member.
• Take complete, accurate, and timely messages, including the caller's name, contact information, reason for calling, and other pertinent details.
• Respond appropriately to routine inquiries while recognizing situations that require immediate referral or escalation.
• Respond to non-emergency needs with resources or referrals to programs and document interactions.
• Provide clear and accurate information regarding agency programs, services, procedures, and appointments within the scope of the position.
• Maintain a professional reception area and ensure that the front desk and surrounding area remain neat, organized, and welcoming.
• Use computers and standard office technology proficiently to enter information, retrieve records, send and receive communications, and perform other administrative tasks.
• Maintain appropriate confidentiality and protect sensitive client and agency information.
• Use effective communication and de-escalation techniques to help manage upset or agitated individuals and maintain a safe and orderly environment.
• Recognize situations that may pose a safety concern and promptly notify appropriate supervisory or clinical staff in accordance with agency procedures.
• Follow agency policies and procedures regarding safety, confidentiality, emergency situations, and client interactions.
• Maintain reliable attendance and punctuality and demonstrate flexibility in responding to changing priorities in a busy environment.
• Perform other reception and administrative duties as assigned.

Required Qualifications and Skills:

• High school diploma or equivalent required; additional education or relevant training preferred.
• Previous experience in a receptionist, front-desk, customer service, human services, healthcare, behavioral health, or related setting preferred.
• Strong verbal and written communication skills.
• Proficient computer skills and the ability to learn and use agency-specific electronic systems.
• Ability to obtain and document complete and accurate information.
• Demonstrated ability to exercise good judgment when triaging calls and determining when assistance is needed.
• Strong interpersonal skills and the ability to communicate effectively with individuals from diverse backgrounds and with varying levels of ability and functioning.
• Ability to maintain appropriate professional boundaries and confidentiality.
• Commitment to treating all clients and visitors with dignity, respect, compassion, and patience.

Preferred Qualifications:

• Calm under pressure and able to maintain composure in a high-volume environment.
• Compassionate and respectful toward individuals with complex behavioral health and social service needs.
• Highly organized and able to prioritize competing demands.
• Observant and safety-conscious, with the ability to recognize when a situation requires additional support.
• Adaptable and dependable, with the ability to respond positively to changing circumstances.
• Professional and approachable, serving as a positive first impression of the agency.

Work Environment:

This position works in a human services agency with frequent interaction with participants, visitors, staff, and members of the community. The Receptionist may encounter individuals who are experiencing emotional distress, substance-related concerns, mental health symptoms, frustration, or other challenging circumstances. The position requires the ability to work effectively in a high-activity setting while maintaining professionalism, confidentiality, safety, and respect and kindness for every individual.

Benefits for Full-Time Employees:

• Medical, dental, and vision insurance
• 403(b) retirement plan with employer contribution
• Employee Assistance Program (EAP)
• Supplemental insurance options
• Generous paid time off (PTO) and recognized holidays