General Description

Under the supervision of the Office Operations Manager, the Receptionist II serves as part of the reception and administrative team and is responsible to provide general office management and reception services including phone calls, visitor procedures, mail operations, and other general reception functions. The Receptionist II will provide serve in a lead role among the reception team providing exemplary reception services, assisting with back up coverage for reception for all sites supporting and environment of trauma informed care and that reflect CCFCS values.

Essential Duties and Responsibilities

• Provides high quality reception services including handling incoming and outgoing calls, welcoming and directing visitors, facilitating mail processing and other general office coordination functions.
• Provides friendly and helpful assistance to all staff, callers, and visitors.
• Coordinates with reception team to ensure all calls are answered live, during business hours.
• Monitors after hours voice mail inbox and ensure all callers receive a response and follow-up
• Coordinates follow-up activity with reception team to ensure coverage for CCFCS general information voicemail, email inbox, after hours messages and ensure all inquiries receive timely follow-up and are directed to appropriate staff or department
• Maintains a customer service mindset and triages caller and visitor needs to ensure all transfers to other staff and programs are timely and responsive.
• Demonstrates professionalism and compassion to all callers and visitors understating the sensitive nature and crisis needs many people seeking services are facing
• Maintains a working knowledge of available resources & agencies in the community that can support a variety of client needs.
• In coordination with facilities staff, ensures safe, clean, and organized and welcoming reception area for all visitors
• In coordination with security staff, coordinates sign in and security procedures with consideration of maintaining a trauma informed environment
• Maintains a calm, client centered, low-stress environment utilizing de-escalation techniques as needed
• Coordinates with administrative and program leadership to ensure reception staff have updated staff and program directories
• Maintains a working knowledge of available programs and resources within CCFCS and the community that can support a variety of client needs.
• Provides basic assessment skills in order to triage and connect clients with emergency needs and plan to access services
• Provides relevant client documentation as required for client records, event or incident reports and other documentation needs.
• Assists program staff to ensure client access of eligible services (i.e. food cupboard, documents, supplies, bus passes depending on program site)
• Work with program staff to collect and upload documents as requested
• Coordinates general office management duties including monitoring supplies, supply of marketing or informational material, maintenance work orders, and various coordination with other office sites
• Responsible to work with mail courier and ensure mail handling operations are followed
• Provides additional and back up coverage for other CCFCS offices sites as assigned
• Participates in relevant agency meetings and/or trainings.
• Actively pursues development of professional competencies related to job role performance through reading, supervision, in-service training and attendance at conferences and workshops.

Supports and fosters the Agency's Mission, Vision, Values and Strategic Plan

Education: Associates degree in secretarial sciences or administration required.

Experience: 3 years of experience of reception or office management role

Bilingual (Spanish/English) preferred for all sites.

Some offices sites may require bilingual status

Additional Requirements:

Physical Demands/Work Environment: The physical demands/work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit, talk, hear, stand, walk, ability to reach above or below shoulders, use hands to type and/or perform light lifting and occasional stair-climbing. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus and continuous hand/eye coordination. The noise level in the work environment is usually quiet.

Compliance: Adheres to all applicable federal and state laws and regulations including, but not limited to, those governing confidentiality, privacy, program, billing, and documentation standards. All duties must be performed in accordance with CCFCSs corporate compliance & ethics program.