The Receptionist serves as the first point of contact for Welcome House, managing all incoming inquiries and ensuring effective communication across all departments. This role requires a strong understanding of program services to accurately assess and direct walk-ins for appropriate service delivery, including managing referrals for the Street Outreach team.
Key responsibilities include answering and directing all incoming calls, greeting and assisting program participants, volunteers, and professionals, and maintaining an organized and welcoming front desk environment. The Receptionist is also responsible for mail management, including sorting, distributing, and ensuring timely delivery of incoming and outgoing correspondence. Additionally, this position provides administrative and clerical support while coordinating with staff and volunteers in the front lobby to ensure smooth daily operations. The Receptionist is responsible for coordinating and covering other receptionist lunch breaks and ensuring the front desk is covered at all times during business hours.
Professional behavior, strong attention to detail, and excellent communication skills are essential in this role. The Receptionist must demonstrate a high level of organization, confidentiality, and customer service to effectively engage with diverse populations. This position upholds and performs all duties in alignment with Welcome House Core Values: Compassion, Advocacy, Integrity, Quality, Leadership, and Community.
| PRINCIPAL DUTIES & RESPONSIBILITIES
1. Outreach · Provides the first line of program participant screening through answering all incoming calls and greeting and assisting all walk-ins. Routes and responds to calls as appropriate. Connects walk-ins with the appropriate staff person or resources. Provides excellent customer services and appropriately direct inquiries in a pleasant, friendly, and professional manner. · Providing essential services necessary to reach out to unsheltered people experiencing homelessness; connect them with emergency shelter, housing, or critical services. 2. Administration
· Updates the phone extension list and reception resource book as necessary. · Maintain knowledge of all building staff agendas and meetings as well as their status in/out of the building; takes and relays messages for all staff as appropriate. · Provides thorough training on front desk procedures and resources for volunteers and student volunteers, as well as Welcome House Staff as directed. · Receives, sorts, and distributes incoming agency mail. Meters outgoing mail and drops at the post office. · Responsible for same day Vesta data entry into the Front Door. · Responsible for program participant file storage and organization. · Maintains vehicle outlook calendar and reservations for company vehicle use. · Responsible for the general appearance of reception and waiting area, and regularly cleans and organizes items. 3. Public Relations · Maintains positive public relations by demonstrating a respectful welcoming voice and remaining posed and professional in challenging situations. 4. Other duties as specified by the Supervisor/Director of Homeless Solutions. |
Preferred QUALIFICATIONS:
Education:
- Minimum High school diploma or equivalent
Experience:
- 1-2 years’ experience
Skills/Specialized Knowledge/Abilities
- Ability to problem solve and to think critically
- Ability to engage appropriately with program participants and be an active listener
- Demonstrate attention to detail skills
- Ability to work with diverse populations
- Ability to communicate verbally and in writing
- Ability to manage conflict
- Ability to work independently as well as part of a team
- Ability to multi-task
- Ability to collaborate both internally and externally
- Ability to be punctual
- Proficient in Microsoft Office
Key Performance Indicators
- Understands agency vision/mission and how to achieve agency goals
- Increase knowledge of agency
- Progression to working independently
- Takes advantage of training opportunities
- Meets departmental compliance requirements with supervision
WORKING CONDITIONS:
Working Hours/Environment
- Work typically performed in an indoor, 3-floor office building with stairs only.
Tools and Equipment Used
- Personal computer, copier, fax/scanner, phone, and other typical office equipment.
Travel
- Minimal-less than 5% of the time.
Physical and Mental Demands
- Frequently required to sit at a desk/workstation for long period of time
- Ability to work at a computer terminal for extended periods of time
- Digital dexterity and hand/eye coordination in operation of office equipment
- Ability to speak to and hear employees/program participants via phone or in person
- Body motor skills sufficient to enable incumbent to move between 3 floors
- Additional Mental Requirements: compare, decide, direct, problem solve, analyze, instruct, interpret
- Minimum lifting up to and above 50 pounds
Interested parties should submit a cover letter and resume via e-mail to: humanresources@welcomehouseky.org
This job description does not constitute a written or implied contract of employment. This job description in not intended and should not be construed, to be an exhaustive list of all responsibilities, skills, efforts, or work conditions associated with the job. Furthermore, the employer reserves the right to revise or change job duties and responsibilities as the need arises.
