Front Desk & Support

Job Title: Front Desk & Support

Department: One Safe Place

Reports To: Front Desk Manager

FLSA Status: Non-Exempt, Hourly

Hours per week: 40

Salary Range: $17.00 / hr

Job Summary

This position supports the front desk operations at the SafeNest administrative office, serving as the first point of contact for clients, community members, and donors. Key responsibilities include client screening for services, managing intake processes for counseling sessions, scheduling appointments, and operating the phone system. This role also leads the front desk team by providing training, guidance, and ensuring seamless coordination of activities. Maintaining a welcoming, trauma-informed environment for clients and staff is a priority. Additionally, the position involves managing multiple databases, supporting the clinical team, and fostering a positive, client-centered atmosphere.

Primary Responsibilities

• Ensure strict confidentiality when handling client information, adhering to HIPAA regulations at all times.
• Assess and redirect crisis calls to the main office crisis line, determining callers' eligibility for services, and providing necessary referrals.
• Pre-screen callers for participation in domestic violence, sexual violence, and batterers' treatment counseling groups.
• Coordinate and schedule appointments for orientations, intake sessions, and ongoing counseling with therapists.
• Conduct initial phone interviews with clients in a compassionate and empathetic manner, gathering essential information.
• Greet and direct clients and visitors to the appropriate staff, creating a welcoming and supportive atmosphere.
• Assist donors presenting in-kind donations, expressing professionalism and appreciation.
• Maintain meticulous client files, ensuring accuracy, completeness, and timely data entry in accordance with supervisor guidelines.
• Support the collection and documentation of client fee payments, following established operational procedures.
• Process counseling referrals from external agencies, including CPS, courts, and other partner organizations.
• Work with court-ordered clients for the Batter’s Intervention Program and Anger Management classes.
• Accept, distribute, and organize incoming mail and packages for office staff.
• Participate actively in team meetings, agency staff meetings, and required training sessions.
• Foster effective collaboration with volunteers and staff members to ensure smooth office operations.
• Conduct thorough insurance verifications for clients enrolled in counseling programs, helping to streamline access to vital services.

This job description is not intended to be all-inclusive; the employee will be expected to perform other reasonably related job duties as assigned by immediate supervisor or other management as required.

Skills and Qualifications

Minimum Requirements:

Problem Solving: Identifies and resolves issues promptly by gathering relevant information and developing alternative solutions. Collaborates effectively in group problem-solving, using logic and reasoning, even when addressing emotional topics.

Oral Communication: Communicates clearly in both positive and challenging situations. Listens actively, seeks clarification when needed, and responds thoughtfully to questions. Communicate effectively with all clients, including clients enrolled in Batter’s Intervention Program and Anger Management classes.

Written Communication: Produces clear and concise written content, ensuring accuracy in spelling and grammar. Adapts writing style to meet the needs of the audience. Communicate effectively with all clients, including clients enrolled in Batter’s Intervention Program and Anger Management classes.

Teamwork: Demonstrates a balance between individual and team responsibilities. Values others' perspectives and is open to feedback, fostering a collaborative team environment. Prioritizes the success of the team over personal interests and supports the efforts of others to achieve success.

Diversity: Demonstrates respect and sensitivity toward cultural differences and diversity. Actively promotes a respectful, harassment-free environment.

Ethics: Upholds the highest ethical standards and adheres to Safe Nest's core values. Maintains confidentiality and exercises discretion at all times.

Organizational Support: Adheres to policies and procedures while actively supporting the goals and objectives of Safe Nest.

Judgment: Exhibits sound judgment by making informed decisions and providing clear, rational explanations for choices. Involves the appropriate individuals in the decision-making process in a timely manner.

Planning/Organizing: Effectively manages time and resources, prioritizing tasks and developing realistic action plans.

Professionalism: Maintains composure under pressure, treating others with respect and consideration, regardless of their role or status. Takes responsibility for actions and consistently follows through on commitments.

Attendance/Punctuality & Dependability: Consistently arrives on time and ensures work responsibilities are met. Takes ownership of actions and follows management direction. Willing to work extra hours when necessary to achieve organizational goals.

Desired Qualifications (optional):

Bilingual Proficiency: Preferred proficiency in both English and Spanish.

Physical Requirements and Work Conditions

The physical demands described here represent those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ex. Must be able to lift 25lbs.
• Ex. Must be able to communicate verbally in English so that callers, residents, and staff can understand and communicate effectively.
• Ex. Office is located within a confidential shelter and an additional administrative office. The noise level in the work environment varies.

Equal Opportunity Employer

SafeNest is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability, sex, marital status, veteran status, gender identity, sexual orientation, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

Pay Range: $17 per hour