YWCA Madison

Front Desk Associate

The Front Desk Associate is responsible for maintaining a presence at the front desk providing security to the building by monitoring the traffic flow through the lobby and visitor access during Evening and Weekend shifts. Serves as a point of contact for building residents, directs clients to appropriate personnel, distributes information, responds to resident queries and complaints in a trauma informed manner, investigates disturbances, responds to emergency situations and completes the appropriate paperwork.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Customer Service

• Answers incoming telephone calls, determines purpose of callers, and forwards calls to appropriate personnel or resident floor.
• Takes and delivers messages or transfers calls to voice mail when appropriate personnel or building residents are unavailable.
• Answers questions about organization and provides callers with address, directions, and other information.
• Welcomes on-site visitors, determines nature of business, and announces visitors to appropriate personnel.
• Provides support to residents of the building by distributing information, forms, resources, mail, apartment keys, etc.
• Responds to resident queries and complaints in a trauma informed manner; documenting building incidents.
• Collects rent payments and issues receipts for cash received.
• Schedules appointments with the appropriate personnel.

Safety and Security

• Monitors traffic flow through the lobby by acknowledging the presence of individuals entering and leaving the building, determining the purpose of their visit or resident status, and if they have properly checked in at the desk.
• Monitors visitor access and issues passes when required.
• Monitors security cameras.
• Conducts walking rounds of the building assessing noise levels, investigating disturbances, stopping any unrecognized visitors, noting unsafe conditions and repairs that need to be made in common areas, turning off unattended kitchen appliances, assuring all male visitors are out of the building when male visiting hours end.
• Locking all entrances at specified times in the evening, as well as locking off access to different areas of the building.
• Observes and documents concerns related to building residents on and around the property.
• Follows building procedure in responding to unattended children.
• Provides support to Housing staff in verifying wellbeing of case managers after in-home visits.
• Responds to emergency situations and works with law enforcement officers, emergency health care providers, and firefighting personnel.
• Exercises judgment during crisis situations.

Operations Management

• Available to cover overnight shifts due to illnesses and vacations for regular night shift staff.
• Documents physical plant issues (i.e. elevator function, building keys, etc.) and reports to the Facilities Director for repair.
• Maintains resident rosters making updates and revisions as needed.
• Receives, sorts, routes, and distributes mail.
• Completes the appropriate move-in/out paperwork for all residents of the building.
• Completes and files the appropriate paperwork as needed i.e. incident reports, etc.
• Maintains a clean and orderly work environment behind our front desk.
• Performs other clerical duties as needed

Qualifications

• High School Diploma, equivalency or working towards degree completion.
• 6-12 months experience providing customer service.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills and Abilities:

• Must support the YWCA mission: eliminating racism and empowering women, and demonstrate the competencies listed in the YWCA Madison Competency Model.
• Work experience in the area of residential housing, affordable housing programs, homeless shelter programs, and/or human services.
• Experience working with low income populations; especially with individuals with mental illness &/or AODA issues.
• Knowledge of Trauma Informed Care practices.
• Ability to make appropriate judgment calls during crisis situations.
• Willingness to learn.

Additional Requirements

• Must be at least age 18.