Front Desk Receptionist

Title: Front Desk Receptionist
Unit: Court Advocacy - Supervised Release Program
Reports to: Community Operations Manager
Status: Full-Time; Regular; Non-exempt
Salary Range: $26.65 per hour (approximately $48,500 annually)
Location: Bronx (SRP Community Spaces and Criminal Court)
Days/Hours: Monday to Friday 8:45am to 4:45pm

This position is represented by OPEIU Local 153

Organization Overview:

The Fortune Society, Inc. (Fortune) has been working for over 57 years in service to our mission: to support successful reentry from incarceration and promote alternatives to incarceration, thus strengthening the fabric of our communities. The organization has evolved into one of the nation's preeminent reentry and justice-informed service organizations, providing formerly incarcerated people with the skills and wrap-around services needed to break the cycle of crime and incarceration and to build productive lives in their communities.

Fortune has grown steadily over the years to an agency with over $90 million in annual budget with approximately 600 staff. We anticipate that we will keep growing, both in size and depth of service. Fortune has a dual mission: both advocacy and service. The advocacy portion of our mission focuses on building a more just criminal legal system and reducing the barriers to reentry into society. The service side of Fortune has evolved to encompass a broad range of programs that started with employment and education and now includes a robust array of services, among them: alternatives to incarceration, supervised release, court advocacy, discharge planning within correctional facilities, licensed substance use and mental health treatment, a housing continuum ranging from emergency and transitional through permanent congregate and scattered site housing, assistance in obtaining benefits, a care management unit, HIV services, a food and nutrition program, and an arts program. Each service we provide is informed by the needs of the population we serve. Fortune currently serves approximately 18,000 people a year. Our program models are recognized, both nationally and internationally, for their quality and innovation. We have locations in Brooklyn, The Bronx, Manhattan and Queens.

Position Summary:

The Receptionist serves as the first point of contact for participants, visitors, and community partners entering the Bronx Supervised Release Program (SRP). This role is responsible for overseeing the daily operations of the reception area, developing and implementing procedures that ensure efficient, professional, and welcoming front desk services. The Receptionist greets participants and guests, notifies staff of arrivals, answers and routes incoming calls, and supports new client onboarding by facilitating completion of intake paperwork and escorting participants to the appropriate staff members.

The position maintains accurate client attendance and movement records by logging participant arrivals and departures in the agency's data management system. In addition, the Receptionist reviews client profiles to identify compliance status and service needs, helping to ensure participants are connected to required services and supports. This role also manages a high-volume reception environment while maintaining a safe and secure facility by monitoring visitor entry, enforcing safety protocols, and operating all security and detection systems in accordance with organizational procedures. Through strong customer service, attention to detail, and effective coordination, the Receptionist helps ensure a positive participant experience and the smooth operation of the Bronx SRP community space.

Core Competencies

Mission and Fit:
Embodies Fortune's mission and fit, and will be an effective member of the team in furthering both. The candidate should exhibit compassion and understanding for our participants (wherever they are in their re-entry process) and embrace Fortune's core value that none of us should be measured against the worst things we have done.

Human/Client Services:
Ability to manage a high level of multi-taskings, managing well under-pressure, ability to manage emotional response, capable of providing innovative resources, and strong ability to use de-escalation tactics while remaining motivational.

Problem Solving & De-escalation:
Handles difficult situations calmly, resolves routine issues independently and able to use conflict-resolution techniques when interacting with clients. Discretion to identify security risk and coachable de-escalation management.

Administrative Skills:
- Efficient Typing Skills and strong software skills - knowledge of Microsoft word, excel, SharePoint, office suite, etc.
- Active listening, ability to articulate clearly and professionally (verbal and written communication)
- Attention to detail
- Ability to document clear and concise case notes

Essential Duties and Responsibilities:

• Greet participants, volunteers and visitors in a friendly and respectful manner, determine their purpose for coming to the agency and refer them to appropriate staff.
• Maintain daily log of participants, volunteers/interns and visitors.
• Operate agency switchboard, respond to incoming telephone calls, provide information in response to caller inquiries, route calls to appropriate staff and take clear, detailed written telephone messages where appropriate.
• Distribute any necessary paperwork to incoming clients and escort them to appropriate staff.
• Operate fax machine, copier and agency postage machine.
• Assist in maintaining community space supply inventory.
• Ensure agency mail delivery/pick-ups to and from Supervised Release two locations (community and court).
• Accept deliveries and sort through alongside Office Manager.
• Date stamp and route incoming mail to appropriate staff.
• Maintain and update staff telephone directory and mailboxes.
• Maintain security protocols and monitoring of detection systems.
• Maintain and update reception area bulletin boards.
• Perform other related duties as needed.

Qualifications:

• High school diploma, GED/HSE and/or appropriate education, training or experience preferred;
• Basic skills using a computer in a professional environment, including using Microsoft Office;
• Excellent verbal communication skills, Bi-lingual English/Spanish a plus;
• Excellent interpersonal skills and telephone manner; and
• Ability to stay calm in a fast-paced environment and always maintain a courteous manner.

We seek talented, dedicated individuals from all walks of life who possess a strong commitment to this mission. Relevant personal experience is a plus.

Travel Requirements:
Travel to any of our Fortune Society locations may be required

Physical Demands:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The responsibilities and requirements listed are representative of the knowledge, skills, minimum education, training, licensing, experience and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

The Fortune Society is an Equal Opportunity Employer. All qualified applicants will be afforded equal employment opportunities without discrimination because of conviction history, race, religion/creed, color, national origin, sex, age, disability, sexual orientation, gender identity, military status, predisposing genetic characteristics, victim of domestic violence status or marital status.