TAY Front Desk Receptionist (on-call), Temporary

GLIDE•San Francisco, CA

3d•Onsite

About The Position

The Transitional-Age Youth (TAY) Health and Wellness Center (TAY HWC) Front Desk Receptionist is a critical external facing position that greets and welcomes all visitors to the Center located at 888 Post St. The Receptionist maintains a clean, safe, and welcoming environment for all visitors especially the target population – Transitional-Age Youth – who are seeking respite, support, and support services to support their journey towards recovery and stability. This position is responsible for the daily operation of the Center’s reception desk and lobby area. This includes managing entry into the Center, welcomes all guests, oversees guest registration, sign-in, and intake, directing guests to the appropriate resource in a timely manner, responding to incoming inquiries (e.g. main line, in-person, email, etc.), deescalating conflict, liaising with emergency services, and supporting other administrative duties that support efficient and safe operations at the Center.

Requirements

High school diploma or GED and an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.
Experience working in a social service environment serving unhoused individuals who may be struggling with complex needs such as mental illness, drug use, trauma, community violence, etc.
Excellent interpersonal skills and customer service abilities to welcome and direct all incoming visitors to the appropriate resource. Ability and willingness to act professionally and treat others with respect, cultural humility and patience.
Able to use computer systems to perform routine work functions such as typing, internet research, document formatting, and data entry.
Motivated self-starter who is willing to take direction and execute either independently or as a member of a team. Strong problem-solving skills. Exercises sound judgment.
Understands the importance of participant confidentiality and adheres to the professional boundaries and standards to maintain confidentiality.
Ability to deal with difficult interactions. Strong conflict resolution skills. Able to defuse potentially volatile situations with patience, tact and de-escalation techniques.
Demonstrates Cultural Humility. Has the ability to work effectively across cultures. Demonstrates a commitment to learning, communicating and working respectfully with people different from themselves.
Commitment to the mission, values and philosophy of GLIDE.

Responsibilities

Welcome, check-in, and direct visitors to the appropriate person, resource and/or area accurately and professionally.
Help administer required sign-in logs, intakes, assessments, surveys, and other data collection workflows for visitors.
Maintain clean and welcoming environment in the immediate entry, reception, and waiting areas.
Perform routine office support tasks, such as data entry into Salesforce, accepting/approving and routing mail and deliveries; sending, creating and posting notices, coordinating the conference room reservation calendar in Outlook; providing basic technical assistance and troubleshooting for printer and photocopier.
Receive, track, respond to, and/or route incoming phone calls, radio calls from other GLIDE staff, emails, etc. promptly and professionally.
Respond to routine program and operations questions about the TAY HWC and regularly update information, resources, and service materials at the front desk for general public.
Monitor all activity in and out of the facility including operating main security door system, monitoring security camera feeds, and regulating pedestrian traffic flow in/out of the Centerfor safety.
Work with Shift Lead, Program Navigator, and Safety Monitor to prevent, deescalate, and intervene in critical incidents.
Work with the TAY HWC staff to respond to emergencies according to established policies and protocols.
Document and communicate safety and security concerns to TAY HWC management.