Front Desk Attendant

ImmaCare Inc.•Hartford, CT

12d•Onsite

About The Position

The Front Desk Attendant is a front-line staff member at Casa de Francisco, an apartment building serving lower-income tenants, including people who are currently or formerly homeless and may have mental illness or co-occurring substance use issues. The attendant assists tenants, employees, and visitors while ensuring leases and house rules are observed in a caring, respectful, understanding, and nonjudgmental manner. The position provides customer service, controls the public entrance, monitors building activity, and is often the first point of contact between visitors and staff. The work may involve interactions with people who are intoxicated, affected by unknown substances, exposed to communicable diseases, or experiencing serious mental health problems. The environment can be fast-paced and may include stressful or crisis situations. This is a part-time, on-call coverage position for shifts of 8 AM–4 PM or 4 PM–10 PM Monday through Friday, and 10 AM–6 PM Saturday and Sunday. Second-shift duties include sanitizing lobby chairs, tabletops, stair railings, and the front counter around 9 PM while wearing personal protective equipment, including gloves.

Requirements

High school diploma or GED, or an equivalent combination of education and experience.
Commitment to Housing First, Harm Reduction, Person-Centered, and Consumer-Choice models of care.
Ability to use common-sense understanding to carry out detailed written or oral instructions.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence and complete paperwork.
Strong interpersonal communication skills and ability to provide services to people who are low-income and/or homeless.
Ability to handle stressful situations in a fast-paced environment and intervene in or de-escalate crisis situations.
Ability to meet the stated physical demands, including occasionally lifting and/or moving up to 40 pounds.
Ability to follow Universal Precautions as required by the blood-borne Pathogens Exposure Control Plan.

Nice To Haves

Bilingual/Bicultural (English/Spanish).

Responsibilities

Read the staff log book from the entry of the last shift worked.
Answer and professionally control the phone as the agency’s main telephone operator.
Maintain visitor logs and control building visitors using LobbyGuard software.
Monitor security cameras and take appropriate action in response to external or internal threats.
Contact 911 or the routine police number for trespassing or other situations as appropriate; use the panic alarm only for imminent, active threats that prevent calling 911, with calling 911 strongly preferred.
Maintain professional boundaries with tenants and visitors, including following the listed restrictions on personal relationships, disclosure, gifts, money, favors, rides, belongings, and access to the front desk.
Keep the lobby and front desk area clean and free of trash or clutter; remove trash as needed, especially on weekends.
Reduce slip-and-fall risks, including setting up and removing wet-floor signs when conditions warrant.
Keep lobby noise levels low and clear tenants from the lobby between 8 AM and 8 PM Monday through Friday.
Make continual rounds to monitor the lobby, bathrooms, administrative offices, building exterior, and parking lots; investigate basement and residential apartment areas when issues are reported or cameras show abnormal activity.
Ensure smoking occurs only in designated outdoor areas.
For emergency issues, contact, in order, the Property Manager, Executive Director, Director of Programs, or Supportive Housing Lead Case Manager.
Assist people in the building with an orderly evacuation during a fire, fire alarm, or other evacuation emergency.
Make staff log book entries at least hourly, recording altercations, problems, policy deviations, fire alarms, client concerns, needed repairs, and other information for staff.
Complete all incidents and logbook entries before the end of the shift.
Complete incident reports for out-of-the-ordinary situations, including altercations, unresolved conflicts, property damage, or calls to police or ambulance; reports must include at least who, what, when, and where.
Perform other duties as needed or assigned.
On second shift, sanitize lobby chairs, tabletops, stair railings, and the front counter around 9 PM while using personal protection, including gloves.