Front Desk Lead

CROSSROADS RHODE ISLAND•Providence, RI

About The Position

Position: Front Desk Lead Reports To: Director of Adult Shelters Purpose of Position: To oversee evening operations at the Front Desk prioritizing the safety of program participants and staff through training, coaching, and continuous improvement. To become an integrated part of an ongoing system of improvement, consistency and accountability at the Front Desk. Provide coaching to reinforce proper procedures, improve performance, and to identify concerns, and measure effectiveness. Observations will guide updates to training and procedures.

Requirements

Bachelor’s degree in human services field OR
Associate’s degree in a Human Services field plus a minimum of 3 years’ experience in a Human Services field such as advocacy or case management OR
A certification in Case Management plus a minimum of 3 years’ experience in a Human Services field such as advocacy or case management OR
A minimum of 8 years’ experience in a Human Services field such as advocacy or case management.
Able to work flexible hours, including evenings.
Excellent interpersonal skills and committed to working with vulnerable populations.
Knowledge of Trauma Informed Care and Motivational Interviewing.
Strong assessment and crisis intervention skills (CPI), including ability to assess need for emergency medical, mental health, or other intervention.
Must work well under pressure.
Ability to respond effectively to crisis situations.
Ability to maintain appropriate professional boundaries when dealing with clients and colleagues.
Ability to maintain confidentiality in all aspects of the work environment.
Strong verbal and written communication skills required.
Computer skills and data entry required.
Valid driver’s license and good driving record required.

Responsibilities

Advocates for the mission of the organization and promotes the vision and direction of the agency’s values.
Working with Front Desk supervisor oversees evening staff to support individuals who are homeless and unsheltered through assessment and referrals to shelters and other service providers.
Works with Front Desk supervisor to ensure optimal coverage for all front desk shifts.
Uses motivational interviewing and a trauma-informed approach to develop rapport with homeless individuals utilizing the community room with the goal of engaging clients in services. Provides role modeling, direction, and training to Front Desk staff to ensure services are provided in a respectful and dignified manner.
Conducts orientation for new staff covering Crossroads program, organizational structure, Housing First, Housing Problem Solving, Trauma Informed Care, emergency procedures, Front Desk operations and procedures such as laundry, showers and basic respite knowledge.
Measures trainee performance through quizzes, role-plays, or shadowing.
Identifies skill gaps and recommend solutions to supervisor and director.
Coaches staff to improve soft skills (communication, problem-solving, de-escalation).
Supports staff navigating new systems, processes, or policy changes. (Email, Calendar, Incident Tracker, IC Realtime, eMaintenance, HMIS, ShiftNote, etc.)
Reviews case notes, client files, service interactions or program enrollments for accuracy and compliance.
Identifies clients needing additional support/resources to assist in their movement into permanent housing.
Reports findings to supervisors and leadership with actionable insights.
Monitors trends to identify recurring issues or training gaps.
Arranges for emergency medical, mental health, or substance abuse services to clients when needed.
Assesses individuals for eligibility/appropriateness for referrals to Housing Problem Solving resources such as rapid resolution.
Assists clients with housing application process as needed.
Ensures that referrals to mainstream services are made when appropriate, including benefits and entitlements (disability, SNAP, Medicaid, etc.).
With Front Desk supervisor leads staff meetings to review effectiveness of staff, identify challenging clients and develop a response, and coordinates services with Case Managers, Reception Staff, and other social services staff.
Establishes and maintains positive working relationships with other departments and service providers and community advocates to ensure coordination of efforts and services.
Ensures that all services are documented in HMIS or other databases, in accordance with agency standards.
Performs other duties as assigned.