Administrative Assistant

Position Summary

The Administrative Assistant ensures a high standard of professionalism, cleanliness, and client service at the reception area while serving as the first point of contact for clients and visitors. This role involves managing appointments, conducting reasonable accommodation assessments, maintaining accurate data entry, and supporting overall program operations. The Administrative Assistant interacts with diverse populations and contributes to client engagement, retention, and satisfaction while representing Fedcap and the PACE program with excellence and integrity.

What You’ll Do

• Greet, assist, and direct clients and visitors with professionalism and accuracy.
• Monitor and route incoming calls while ensuring timely and accurate communication.
• Schedule and reschedule appointments and manage data entry in client systems.
• Support client outreach and contribute to improved engagement and retention strategies.
• Provide general administrative support while ensuring a safe and welcoming environment.

Your Responsibilities Will Include

Client & Visitor Support

• Handle 90% of incoming calls daily, ensuring routing to appropriate staff/departments within 60 seconds.
• Provide excellent customer service to 50-75 weekly guests, aiming for 95%+ satisfaction rating.
• Direct all calls and guests to appropriate services with zero misdirect cases monthly.
• Maintain professional decorum while managing 3-5 tasks concurrently with no service delays.

Data Entry & Documentation

• Enter attendance, notes, and client data into FedcapCARES and SEAMS with at least 85% accuracy and same-day completion.
• Schedule/reschedule 100% of initial client appointments and update systems within 24 hours.
• Report and document all security concerns to Operations and Management within 1 hour of the incident.

Language Access & Communication

• Engage Geneva Worldwide translation services within 2 minutes for non-English-speaking clients.
• Conduct weekly outreach to at least 10 clients to provide updates, address concerns, and maintain contact.

Administrative & Operational Duties

• Perform general office tasks (faxing, copying, filing) with 100% completion of daily assignments.
• Support team efforts to enhance orientation/assessment processes, aiming for 10% improvement in client engagement and retention.
• Independently de-escalate 90% of client conflicts using approved conflict resolution strategies.
• Perform other duties as assigned, meeting deadlines and quality standards consistently.

You’re a Great Fit for This Role If You Have

Education & Experience

• High School Diploma or GED/TASC required.
• Minimum of 1 year of full-time administrative support experience.
• Preferred: Experience working with individuals experiencing unemployment, homelessness, justice involvement, or disability.

Compensation:

$21.64 hourly

Equal Opportunity Employer