Job Title: Front Desk Volunteer
Job Title: Front Desk
Volunteer Category: Customer Service
Reports to: Stacey Jernigan & Jamie Latson
Worksite: House of MercyLocation: 285 Ormond St
Hours Needed: Available hours will be scheduled Monday-Sunday. Minimum hours/week-4 and maximum hours/week-56. The schedule for this position is shift-based. Successful candidates must have the ability to cover various shifts, including weekends and holidays. All Volunteer shifts are approved through Mission Tracker by the Volunteer Coordinator. Front Desk Volunteer will report to Stacey Jernigan & Jamie Latson, Shelter Managers.
Functions: The Shelter Assistant is a collaborative supporter for staff and the clients served by assisting clients with their needs while establishing and maintaining an environment for clients that is consistent with agency values. Specific duties include the completion of intakes, the answering of telephone lines, distribution of client mail, the monitoring of client activities, the maintenance of safety and security, connection of clients to case managers and service providers.
Requirements: Must be able to follow directions closely and work well as a team. Must be comfortable working within a homeless shelter and be able to communicate with individuals with diverse backgrounds and possible barriers.
Duties /Responsibilities: Provides consistent coverage for assigned shifts, working within the team and independently to complete all shift tasks. Monitors and supervises shelter and client affairs, assists clients of the shelter with needs and questions and maintains shelter order. Receives new clients and completes intake paperwork. Enforces shelter policies and follows staff policies and procedures. Performs general administrative functions such as answering the phone and responding to in-person inquiries in a professional manner. Provides appropriate information and referrals for those who need other resources. Monitors the activities of clients to ensure the safety of clients, volunteers and staff. Verifies clients’ homelessness. Helps clients resolve any issues as they may arise. Helps volunteers with questions or issues when necessary. Provides crisis intervention as needed, including determining when it is necessary to involve other staff, administration or the authorities. Maintains written and oral communication of incidents in accordance with policies. Reports any problems to the Shelter Manager, Director of Social Work and/or Executive Director. Attends staff meetings and participates in other duties as may be assigned by the Shelter Manager, Director of Social Work and/or Executive Director
Qualifications, Experience and Abilities: As a prerequisite, the successful candidate must believe in the core values of House of Mercy and be driven by the mission of the organization. Two years’ experience working in Human Services working with one or more of the following: individuals experiencing homelessness, mental health related issues, substance abuse, domestic violence, HIV/AIDS related issues, and with those living in poverty preferred. Ability to establish and maintain professional boundaries in working with clients. Knowledge of community resources in the Rochester area. Ability to manage multiple projects and to maintain a quality workplace in a diverse, fast paced, stressful and changing environment. Ability to work independently or in a team. Demonstrates a positive attitude, self-motivation, organization, and resourcefulness while maintaining a reputation through proven action of being team and client oriented and willing to assist where/when needed. Ability to negotiate different personalities and work under competing priorities. Ability to assess emergency situations and respond effectively. Excellent written and verbal skills in the English language. Experience using and entering data into Mission Tracker or other client databases preferred.
