SUMMARY

Greet and welcome all visitors that come to 7 Bishop St. Provide triage to walk-in clients at the SMOC front door to make sure all needs are met for anyone entering 7 Bishop St. Communicate messages and emergencies to the appropriate departments within the agency in a timely manner.

PRIMARY RESPONSIBILITIES

• Act as initial point of contact when entering 7 Bishop St., assess the services needed of every person coming into the building, and connect each person to the appropriate department.
• Provide excellent customer service to clients that are requesting assistance in person.
• Collect paperwork from clients for various programs and assure they are delivered within the same day.
• Assist clients with relaying emergency situations to the applicable department within SMOC immediately.
• De-escalate conflicts that may arise.
• Oversee reception and the designated waiting area to ensure all visitors’ needs are met in a timely manner.
• Provide direction and guidance to all visitors on policies and protocols specific to building visitors.
• Engage all clients by understanding and addressing their needs whether within or outside the scope of work.
• Interact with all visitors in a professional, compassionate, trauma-informed approach.
• Attend & participate in team meetings as requested and communicate effectively with clients and staff in other areas.
• Maintain confidentiality of client, employee and agency information in accordance with federal and state laws and funder requirements.
• Ensure compliance with program/department, agency and/or funder requirements, as well as, SMOC policies & procedures.
• Other duties as assigned.

KNOWLEDGE AND SKILL REQUIREMENTS

• High School Diploma or equivalent
• Knowledge of Microsoft Word, Excel, Windows,
• 1-3 years of clerical experience
• Basic reading, writing and arithmetic skills
• Experience with adhering to confidentiality requirements.
• Demonstrate excellent customer service and verbal communication skills
• Experience with de-escalation techniques and trauma informed approach `
• Bilingual Spanish and Portuguese required.

PHYSICAL REQUIREMENTS

• Mobility to use office machines,
• Ability to stand for prolonged periods of time.

ORGANIZATIONAL RELATIONSHIP

• Directly reports to Division Director, Financial Assistance Programs.
• Indirectly reports to the Fuel Assistance Supervisor
• Direct reports of this position are none.
• Indirect reports of this position are none.

WORKING CONDITIONS

As part of the responsibilities of this position, the Fuel/ Agency Liaison will have direct or incidental contact with clients served by SMOC in various programs funded or administered through the Executive Office of Health and Human Services. A successful background check is required.

We are an equal opportunity employer committed to diversity in the workplace