Receptionist

People USA•Poughkeepsie, NY

10d•Onsite

About The Position

The Front Desk Receptionist serves as 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. This role requires an organized, professional, and compassionate person who can manage a fast-paced reception area and provide excellent customer service. The position is based in Poughkeepsie, New York, and is scheduled Monday through Friday from 9:00 AM to 5:00 PM. The pay rate is $19.00 per hour, non-exempt. The Receptionist works in a human services agency and frequently interacts with participants, visitors, staff, and community members. They may encounter people experiencing emotional distress, substance-related concerns, mental health symptoms, frustration, or other challenging circumstances. The role requires maintaining professionalism, confidentiality, safety, respect, and kindness in a high-activity setting.

Requirements

High school diploma or equivalent required.
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 in 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 receptionist, front-desk, customer service, human services, healthcare, behavioral health, or a related setting.
Calm under pressure and able to maintain composure in a high-volume environment.
Compassionate and respectful toward individuals with complex behavioral health and social service needs.
Highly organized and able to prioritize competing demands.
Observant and safety-conscious, with the ability to recognize when a situation requires additional support.
Adaptable and dependable, with the ability to respond positively to changing circumstances.
Professional and approachable, serving as a positive first impression of the agency.

Responsibilities

Greet and assist participants, visitors, staff, and others entering the agency in a welcoming, respectful, and professional manner.
Answer a high volume of incoming telephone calls promptly and courteously.
Screen and triage calls, assess the nature and urgency of requests, and direct calls to the appropriate department or staff member.
Take complete, accurate, and timely messages, including caller contact information and reason for calling.
Respond to routine inquiries and recognize situations requiring 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 area neat, organized, professional, and welcoming.
Use computers and standard office technology to enter information, retrieve records, communicate, and perform 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 notify appropriate supervisory or clinical staff according to agency procedures.
Follow agency policies and procedures regarding 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.