Front Desk Attendant

ImmaCare Inc.•Hartford, CT

16d•Onsite

About The Position

The Casa Front Desk Attendants are the front-line staff working with tenants, employees, and visitors of our Casa de Francisco apartment building. Attendants deliver our services in a non-judgmental way. They assist tenants, employees, and visitors by assuring that leases and house rules are observed, in a manner which conveys caring, respect and understanding. This position provides services to some persons who are currently or formerly homeless and often have a mental illness and also may have co-occurring substance abuse issues.

Requirements

High school diploma or general education degree (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 apply 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, complete paperwork
Strong interpersonal communication skills and an ability to provide services to persons who are low-income and/or homeless
Ability to handle stressful situations in a fast-paced environment and intervene/deescalate crisis situations

Nice To Haves

Bilingual/Bicultural (English/Spanish)

Responsibilities

Read the staff log book from the entry of last shift worked
Answer and control the phone professionally as the Attendant is the agency’s main telephone Operator
Maintain logs and control of all visitors to the building utilizing LobbyGuard software for visitor management
Monitor all security cameras and take appropriate actions for external and internal threats
Call 911 or routine police number for trespassing or other situations as appropriate
Utilize panic alarm only for imminent, active threats such as robbery in-progress and personal assaults that prevent calling 911; calling 911 is strongly preferred due to the additional information that can be conveyed to officers for an appropriate response, versus the panic alarm
Maintain professional boundaries with all tenants and visitors
Keep lobby and Front Desk area clean of trash or clutter
Remove trash from lobby and Front Desk area if needed, especially on the weekends
Maintain safety from slips and fall risks as much as possible, including setting up and removing “wet floor” signs in lobby when conditions warrant
Maintain low volume levels of noise in lobby and clear lobby of tenants during 8 AM to 8 PM Monday through Friday
Make continual rounds, monitoring the lobby, bathrooms, administrative offices, building exterior and parking lots. Investigate basement and residential apartment areas when issues are reported by others or when security cameras show abnormal activity
Make sure smoking is in designated outdoor areas only
For emergency issues, contact one of the following, in order, the Property Manager, the Executive Director, the Director of Programs, or the Supportive Housing Lead Case Manager
Assist all people in the building to an orderly evacuation in case of fire, fire alarm, or other evacuation emergency
Make entries in the staff log book at least every hour. Record client altercations, problems, policy deviations, fire alarms, client concerns, repairs needed and other information to be communicated to staff
Make sure that all incidents and logbook entries are complete prior to the end of the shift
Complete incident reports completely for all out-of-the-ordinary situations, including, but not limited to altercations, unresolved conflicts, damage to property, or calling the police or ambulance. The incident report will minimally contain: who; what; when; where
Other duties as needed/assigned
Wipe all lobby chairs, table tops, stair railings, and front counter with sanitizing solution while utilizing personal protection including gloves around 9 PM