Receptionist

People USA•Poughkeepsie, NY

13h•Onsite

About The Position

The Front Desk Receptionist is the first point of contact for clients, visitors, staff, and community partners at People USA, an agency serving individuals with mental health concerns, substance use disorders, homelessness, unemployment, and disabilities. The role calls for an organized, professional, and compassionate person who can manage a busy reception area and provide excellent customer service. The position works in a human services agency and involves frequent interaction with participants, visitors, staff, and community members. The receptionist may encounter people experiencing emotional distress, substance-related concerns, mental health symptoms, frustration, or other challenging circumstances. The role requires maintaining professionalism, confidentiality, safety, and respect in a high-activity setting. The schedule is Monday through Friday, 9:00 AM to 5:00 PM. The pay rate is $19.00 per hour, non-exempt.

Requirements

High school diploma or equivalent.
Strong verbal and written communication skills.
Proficient computer skills and ability to learn and use agency-specific electronic systems.
Ability to obtain and document complete and accurate information.
Good judgment when triaging calls and determining when assistance is needed.
Strong interpersonal skills and ability to communicate effectively with people from diverse backgrounds and with varying levels of ability and functioning.
Ability to maintain professional boundaries and confidentiality.
Commitment to treating clients and visitors with dignity, respect, compassion, and patience.

Nice To Haves

Additional education or relevant training.
Previous experience in reception, front-desk, customer service, human services, healthcare, behavioral health, or a related setting.
Calmness under pressure and composure in a high-volume environment.
Compassion and respect toward individuals with complex behavioral health and social service needs.
Strong organization and ability to prioritize competing demands.
Observance and safety awareness, including recognizing when additional support is needed.
Adaptability and dependability when circumstances change.
Professional and approachable manner.

Responsibilities

Greet and assist participants, visitors, staff, and others entering the agency in a welcoming, respectful, and professional manner.
Answer incoming calls promptly and courteously, including during periods of high call volume.
Screen and triage calls, assess the nature and urgency of requests, and direct callers to the appropriate department or staff member.
Take complete, accurate, and timely messages with callers’ names, contact information, reasons for calling, and other pertinent details.
Respond to routine inquiries and identify situations that require immediate referral or escalation.
Provide resources or referrals for non-emergency needs and document interactions.
Provide accurate information about agency programs, services, procedures, and appointments within the scope of the position.
Keep the reception desk and surrounding area neat, organized, and welcoming.
Use computers and standard office technology for data entry, retrieving records, communications, and administrative tasks.
Maintain confidentiality and protect sensitive client and agency information.
Use effective communication and de-escalation techniques to help manage upset or agitated individuals and maintain a safe, orderly environment.
Recognize potential safety concerns and promptly notify appropriate supervisory or clinical staff according to agency procedures.
Follow agency policies and procedures for safety, confidentiality, emergencies, and client interactions.
Maintain reliable attendance and punctuality and adapt to changing priorities in a busy environment.
Perform other reception and administrative duties as assigned.