Receptionist

Position Overview
The Receptionist is responsible for handling all inquiries in reception, including phone and walk-ins, in a respectful and friendly manner. He/she responds to any needs that may arise among residents and shelter guests during the shift, following proper protocol, and helps to maintain a safe, secure and respectful environment at 52 High Street. The Receptionist is required to maintain the confidentiality standards of Abby’s House and to exemplify compassion, hospitality, and respect to the guests and residents at all times. This position requires the ability to work evenings from 4:00 p.m. to 9:00 p.m., and weekends. The following is not necessarily an exhaustive list of all of the responsibilities and requirements associated with this position.

Office Responsibilities

• Answer, screen and accurately forward telephone calls to the appropriate staff person, taking messages, providing information and responding to inquiries directly as necessary, following Abby’s House procedures.
• Greet visitors cordially, determine nature and purpose of visit, ensure all visitors sign in and sign out, and direct or escort visitors to specific destinations.
• Receive in-kind donations (thrift shop, food, etc.), ensuring accurate completion of necessary documentation and in-kind donation forms, and provide necessary copies to donor and Volunteer Coordinator. Properly store donations behind the reception desk and transfer refrigerated food donations thank individuals for their donations.
• Monitor and maintain stock of forms, office supplies and first aid supplies kept in the front office.
• Communicate and transfer information updates within Reception at the change of each shift.
• Maintain a clean, organized appearance in the front office and visitor waiting area, and take required action to keep building entrance, vestibule, foyer, interior hallways and stairways clear, if necessary.
• Stamp and sort mail and distribute to staff; on weekends, distribute mail to resident mailboxes.
• Assist with day-to-day administrative tasks, staff mailings, making copies and sending faxes, as requested.

Handling Incidents/Documentation

• Consistently monitor all guest areas and resolve conflicts in a respectful manner to help maintain a safe and peaceful environment.
• Respond to emergency situations, contacting 911 and/or emergency on-call staff, according to Abby’s House protocol.
• Incident report forms: Complete forms for any situations with residents, including emergencies, conflicts between residents, any injuries, or similar incidences.
• Record all activities and observations in a daily log book each shift.
• Assist residents with the completion of maintenance request forms.

Building Security/Cleanliness

• Conduct routine walkthroughs of the first floor and Women’s Center, checking windows, doors and bathrooms to ensure they are secure and not propped open.
• Take required action to keep exterior entrances and stairways clear of ice, snow, and other obstacles.
• Take required action to keep interior hallways and stairways clear, if necessary.
• Monitor Women’s Center and guest restroom access and assist guests and residents with access to cleaning supplies to maintain its cleanliness on weekends.
• Empty trash from the Women’s Center, Reception office, and Conference Rooms and dispose in dumpster outside.

Qualifications
Successful candidates must demonstrate the following qualifications:

• Passion for Abby’s House mission and values.
• Demonstrated commitment to diversity and inclusion.
• Customer service orientation, with interest and ability to actively help others.
• Excellent interpersonal and active listening skills, while upholding professional boundaries with residents and maintaining confidentiality.
• Ability to deal calmly and effectively with stressful situations.
• Excellent verbal and written communication.
• Minimum of 1-2 years’ experience working with vulnerable populations.
• High School Diploma or equivalent required, some college experience desired.
• First Aid, CPR and NARCAN Certification preferred.
• Ability to work evenings and weekends as required.
• Bilingual speaking abilities preferred but not required.