ST VINCENT DE PAUL ASSISTANCE OFFICE AND SHELTER

JOB DESCRIPTION FOR ASSISTANCE RECEPTIONIST

Summary:

The Assistance Office receptionist is responsible for daily client communications, incoming and outgoing telephone calls, and assisting the Assistance Office Manager with day-to-day administration tasks. Responsible for overseeing front desk operations and client intake processes.

Qualifications:

Must support and model to residents, clients and staff members, the guiding principles of the St. Vincent de Paul (SVDP) Mission and Vision.

Professional phone etiquette and client communication.

Incumbent must have a personal self-care routine that will contribute to a professional and healthy work culture; supporting compassion, accountability, open communication and respect.

Must have the ability to cope well with stress and not “buy into” the crises of clients and to see crises as a therapeutic opportunity to assist clients in creating change for themselves and their families.

Have the ability to communicate well; both orally and in writing and to document information clearly.

Incumbent must sign an oath of permanent confidentiality covering all patient-related information.

Responsibilities:

• Checks voicemails daily and returns client phone calls, assistance requests, and more.
• Utilizes email to communicate with clients, vendors and landlords for assistance requests.
• Assists front desk volunteers in communicating with clients regarding assistance requests, AO communications and food bank services. Provides back up to front desk when needed for breaks.
• Monitors client flow in food bank and reports concerns and findings to SVDP Assistance Office and Shelter Manager.
• Generates monthly reports of food bank and assistance office stats, reports figures at the beginning of each month.
• Tracks incoming food donations utilizing food donation book and NWH reports to ensure accurate monthly data.
• Enters Food Lifeline receipts weekly to ensure compliance with Food Lifeline program.
• Calculates monthly donations, volunteer hours, and food program donations.
• Tours new front desk and senior counter volunteers, trains and provides guidance to them.
• May be asked to acquire food or supplies.
• Assists Assistance Office & Shelter Manager with grant reimbursement requests by providing support in printing, copying and filing paperwork appropriately.
• Communicates with SVDP Assistance Office and Shelter Manager regarding any facility or operational issues and/or concerns.
• Objectively mediates conflict and disputes with clients while following protocol and facilitates grievance policies and procedures when applicable.
• Must be willing to perform other duties as assigned in Assistance Office & Food Bank