Solid Ground is a non-profit social service organization that provides a variety of services primarily to residents living on low-incomes in Seattle-King County. The Reception/Office Assistant provides reception services and clerical support to agency staff. This position answers a high volume of incoming calls, conducts initial assessment of the needs of callers and walk-in clients and makes referrals to appropriate agency staff as well as other agencies within the community in a way that ensures appropriate hand-offs, helps with maintenance and programming of the phone system, routes and posts mail for all Solid Ground sites, completes accurate monthly reports including possible data entry, assists with contract routing throughout the agency, is responsible for being prepared to handle any safety issues that may arise, and completes projects as requested by the Support Services Supervisor and other programs. This position is time limited through September 30, 2021.
Essential Responsibilities, Duties & Tasks
45% Answer incoming calls on a multi-line phone system and provide TTY services. Greet callers and walk in clients when we reopen. Evaluate and screen immediate needs of callers and make appropriate referrals to agency staff and programs. Learn, use, and maintain extensive and up to date knowledge of all agency programs, including maintaining resource binders containing community information. Explain agency and/or program limitations and options. Stay current on availability of various services offered throughout the community. Use de-escalation skills to work with callers and in person visitors when in crisis when we reopen. Use interpreter services for callers and visitors needing these services.
25% Maintain and update phone system, including recordings, daily operational status, open and closed hours for agency phones, including instruction and support for staff on phone use. Maintain tenant and mortgage counseling hotlines, including changing operational hours and days as requested. Train staff members and troubleshoot copier, fax, scanner, and printer use. Report and evaluate building & equipment services and repairs as needed. Track service delivery and input data into spreadsheets and/or database. Provide support to Support Services Supervisor.
20% Provide wide range of administrative support to agency staff including creating and updating flyers, forms, and correspondence. Process and distribute incoming and outgoing mail for all sites as well as faxing, filing and copying. Train online ordering procedures for supplies to staff at all sites; oversee, compile, order and distribute office supplies weekly. Compile detailed agency wide and site specific monthly reports for Accounts Payable as needed. Track, route, check, and return all agency contracts. Coordinate and document long-term bulk record storage, document locations and annual file purges. Schedule meeting room use. Open and close phone lines on daily basis (10am-2pm, M-F until Solid Ground reopens). Complete monthly reporting as needed.
5% Make and distribute all agency staff I.D. badges; maintain reservations for staff trainings and events; work closely with Safety and Emergency teams; handle emergency situations as they arise.
5% Participate in program, department and agency meetings and relevant trainings as required.
The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.Full Job Description