Resident and Community Associate (Front Desk Associate): Full Time

The Highlands At Wyomissing•Wyomissing, PA

12d•Onsite

About The Position

The Resident and Community Associate serves as a liaison between residents, families, guests, and staff. The role combines customer service, reception, and campus safety responsibilities, including operating the switchboard and reception desk, assisting residents, monitoring facility alarms, and initiating responses to facility and resident emergencies. The associate helps maintain a safe environment by monitoring interior and exterior areas of campus and buildings and protects the privacy and confidentiality of residents and coworkers. The position is full-time and works third-shift hours on a rotating schedule that includes every other Saturday and Sunday. Evening, weekend, on-call, holiday, and inclement-weather work may be required. Limited travel, primarily to and from residential areas, may be expected.

Requirements

High school diploma or GED.
Excellent customer service and communication skills.
Excellent interpersonal skills.
Strong organizational skills.
Good judgment and ability to draw sound conclusions.
Ability to remain calm, solve problems, and maintain confidentiality.
Microsoft Office and general computer knowledge.
First Aid/CPR/AED certification obtained within 90 days of employment.
Completion of Highlands Hearthstone Ambassador training within 30 days of employment.
Medical screening, criminal history clearance, and immigration and naturalization (I-9) clearance.
FBI fingerprint clearance if the applicant has not lived in Pennsylvania for the last two years.
Valid Pennsylvania driver’s license and acceptable motor vehicle record.
Ability to meet the stated communication, vision, documentation, mobility, and lifting requirements of the position.

Nice To Haves

One to three years of experience in a related role (preferred).

Responsibilities

Accurately record shift happenings on the shift report sheet and transfer appropriate information during change of shift.
Check and respond to emails on every shift.
Record information in the online resident database to support care and service across departments and shifts.
Promptly answer the switchboard and multi-line telephone system professionally and courteously, identify callers’ needs, and handle calls efficiently.
Deliver internal mail to villas and deliver to-go meals to villa residents when requested.
Accept, log, and accurately distribute prescription medications to Residential Living residents.
Accept, log, and accurately distribute packages and deliveries for residents and employees.
Participate in department meetings and trainings.
Conduct exterior patrols and inspect buildings, equipment, and access points; direct traffic and parking during large campus events.
Prevent losses and damage, and report irregularities and safety concerns.
Report hazardous conditions caused by inclement weather to Grounds Department personnel.
Monitor life-safety equipment and panels, including emergency alarm panels, villa alarm panels, monitors, and cameras, and respond accordingly.
Respond to emergency alarms, telephone calls, and incidents; document and maintain logs; escort ambulances to the appropriate entrance and residence for resident pickup.
Locate and read Safety Data Sheets and assist with maintaining current manuals when requested.
Conduct and document fire drills in accordance with regulatory requirements and applicable policies, procedures, and protocols.
Maintain an accurate key log and record each key’s use; promptly report missing keys to the Resident and Community Lead.
Report safety concerns to the Facilities Director, Resident and Community Safety Lead, or affected department, and notify the Facilities Director when repairs or remedies are needed.
Monitor radio and Relay conversations and respond accordingly.
Complete required ongoing training, including monthly online and in-person training, annual skills competency education, and role-specific certifications.