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

ALL•Wyomissing, PA

11d

About The Position

The Resident and Community Associate serves as a liaison between residents, families, guests, and staff, acting as a welcoming presence while helping maintain a safe and supportive community. The role is responsible for switchboard and reception activities, documenting and sharing information across shifts, and initiating responses to facility and resident emergencies. The associate monitors interior and exterior areas, life-safety equipment, alarms, and access points; assists residents with requests and deliveries; and protects the privacy and confidentiality of residents and coworkers. The position is full-time and works third-shift hours, with a rotating weekend 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 and organizational skills.
Good judgment and the ability to draw sound conclusions.
Ability to remain calm and demonstrate problem-solving abilities.
Ability to maintain a high degree of confidentiality.
Knowledge of Microsoft Office products and general computer skills.
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 employee has not lived in Pennsylvania for the previous two years.
Valid Pennsylvania driver’s license and acceptable motor vehicle record.
Ability to hear and communicate clearly in person and over the telephone, accurately document information in writing or by typing, and read printed materials and computer screens.
Ability to perform duties involving frequent sitting, standing, walking, and lifting or carrying up to 10 pounds, and occasional lifting or carrying up to 25 pounds and other movements including bending, crouching, squatting, crawling, kneeling, balancing, pulling, reaching, and lifting.

Nice To Haves

One to three years of experience in a related role.

Responsibilities

Record shift happenings accurately and transfer appropriate information during change of shift.
Check and respond to email on every shift.
Enter information in the online resident database so other departments and shifts have information needed to provide quality care and service.
Answer the multi-line telephone system promptly and professionally, identify callers’ needs, and handle calls efficiently.
Deliver internal mail to villas and to-go meals to villa residents when requested.
Accept, log, and accurately distribute prescription medications for 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 drivers and manage traffic and parking during large campus events.
Prevent losses and damage, report irregularities and safety concerns, and report weather-related hazards to Grounds Department personnel.
Monitor life-safety equipment and panels, including emergency and villa alarm panels, monitors, and cameras, and respond accordingly.
Respond to emergency alarms, telephone calls, and incidents; accurately document and maintain logs of responses.
Escort ambulances to the proper entrance and residence for resident pickup.
Locate and read Safety Data Sheets and assist with maintaining current Safety Data Sheet Manuals when requested.
Conduct and document fire drills in accordance with applicable regulatory requirements and organizational procedures.
Maintain an accurate key log and 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 a repair or remedy is 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.