Front Desk Attendant

ImmaCare Inc.•Hartford, CT

About The Position

Casa Front Desk Attendants are front-line staff at the Casa de Francisco apartment building, serving tenants, employees, and visitors in a non-judgmental manner. They help ensure that leases and house rules are observed while conveying care, respect, and understanding. The position serves people who are or have been homeless, including people who may have mental illness or co-occurring substance use issues. The role provides customer service in an apartment-building environment for lower-income tenants and other visitors. Attendants typically provide the first interaction with visitors and control the building’s public entrance. Duties include monitoring activity, making rounds, completing paperwork, answering the door and telephone, and cleaning and sanitizing the lobby. The position calls for pleasant, patient, compassionate, and consistent interactions. Attendants regularly work with tenants and visitors who may be intoxicated, affected by unknown substances, exposed to communicable diseases, or experiencing serious mental health problems. The environment can be fast-paced and may involve 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.

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 serve people who are low-income and/or homeless.
Ability to handle stressful situations in a fast-paced environment and intervene in or deescalate crisis situations.
Ability to meet the stated physical demands, including occasionally lifting and/or moving up to 40 pounds.
Use of Universal Precautions as required by the blood-borne Pathogens Exposure Control Plan.

Nice To Haves

Bilingual/bicultural English and Spanish.

Responsibilities

Read the staff log book for entries since the last shift worked.
Answer and manage the telephone professionally as the agency’s main telephone operator.
Maintain visitor logs and control building access using LobbyGuard visitor-management software.
Monitor security cameras and take appropriate action in response to internal or external threats.
Call 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.
Maintain professional boundaries with tenants and visitors, including following the listed restrictions on personal disclosures, gifts, money, favors, errands, rides, socializing, and other personal relationships or assistance.
Keep the lobby and front desk area free of trash and clutter; remove trash as needed, especially on weekends.
Reduce slip-and-fall risks, including setting up and removing wet-floor signs when conditions warrant.
Maintain low noise levels in the lobby and clear the lobby of tenants from 8 AM to 8 PM Monday through Friday.
Make continual rounds of the lobby, bathrooms, administrative offices, building exterior, and parking lots; investigate basement or residential apartment areas when issues are reported or cameras show abnormal activity.
Ensure smoking takes place only in designated outdoor areas.
For emergency issues, contact the Property Manager, Executive Director, Director of Programs, or Supportive Housing Lead Case Manager, in that order.
Assist people in the building with an orderly evacuation during a fire, fire alarm, or other evacuation emergency.
Enter information in the staff log book at least hourly, including 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; include at minimum who, what, when, and where.
Perform other duties as needed or assigned.
For second-shift duties, wipe lobby chairs, tabletops, stair railings, and the front counter with sanitizing solution around 9 PM, using personal protective equipment including gloves.