Job Coach - Receptionist

Job Description

Job Description

The Job Coach is responsible for providing hands-on training and support to clients participating in the Work Adjustment Training (WAT) program, helping them develop both technical and professional skills needed for successful employment. This includes guiding clients in job-specific tasks, workplace behaviors, and essential soft skills such as communication, time management, and problem-solving.

The Job Coach fosters a positive, culturally sensitive, and trauma-informed learning environment, building trust and rapport with clients while modeling professional conduct and workplace standards. This role requires strong communication, adaptability, and teamwork skills to support client growth and program goals.

This is an onsite, client-facing position. 

Responsibilities Common to all Agency Employees:

1. Maintains confidentiality and trust with all employees, customers, participants, and trainees in compliance with HIPAA and organizational policies.
2. Maintains culturally sensitive and trauma-informed interactions with employees, participants, and visitors, and pursues ongoing learning to strengthen cultural competence.
3. Strives for mutually beneficial solutions, values interdependence, and upholds a shared responsibility for the success of the organization as a whole.
4. Represents the agency in a positive and professional manner, demonstrating respect and professionalism in personal appearance and contributing to a clean, orderly, and welcoming facility environment.
5. Demonstrates respect, courtesy and dignity for all.
6. Demonstrates ethical conduct consistent with the National Association of Social Workers (NASW) Code of Ethics.
7. Responds in a timely manner in all aspects of communication.
8. Maintains a safe and clean working environment for self, employees, and visitors in compliance with OSHA regulations and other applicable safety standards relevant to the position's duties.
9. Advocates for client needs and demonstrates adaptability and flexibility to support the health and success of the team, participants, and the agency by initiating improvements, solving problems creatively, and showing motivation for positive change and organizational growth.
10. Completes all required agency training to maintain credentials and continuously enhance professional skills and knowledge.
11. Ensures consistent compliance with all DKA policies and procedures, seeking guidance from the appropriate supervisor when questions or concerns arise.
12. Adheres to assigned schedules and demonstrates punctuality, promptly communicating any scheduling conflicts, changes, or unforeseen absences to the appropriate supervisor.
13. Assists in other areas as needed, supporting colleagues and agency operations by stepping in during absences, contributing to new projects, or performing tasks outside of regular responsibilities.

Essential Duties and Responsibilities:

1. Provides job coaching and training to clients assigned to the reception WAT program
2. Coaches clients in both hard and soft skills to help them work towards a professional appearance and conduct. Assists clients in learning soft skills needed for successful employment:
   1. Stress management
   2. Time management
   3. Anger management
   4. Communication skills
   5. Organizational skills
   6. Attention to Detail
3. Provides hands-on instruction to clients in the technical skills required for front desk and reception work, including phone and email etiquette, greeting and assisting visitors, scheduling appointments, and using office equipment and software.
4. Keeps the lobby area stocked with resources, self-referral forms, sign-in sheets, required posted flyers, and other necessary materials.
5. At least once per day, listens to voicemails left outside of operating business hours and responds to or forwards messages to the appropriate recipient.
6. Keeps an accurate log of calls, visitors, and snack purchases (if applicable).
7. Assists with the digitization of staff meeting materials for accurate and timely record keeping.
8. Adheres to all DKA safety and emergency procedures, including maintaining a safe and welcoming reception area for clients, staff, and visitors.
9. Monitors reception and office supplies for the assigned worksite and communicates supply needs to the WAT manager.
10. Performs essential reception duties in the event a client is absent to ensure front desk operations continue smoothly.
11. Completes required reports and documentation accurately and on time, including progress notes, monthly reports, time sheets, and incident reports.
12. Attends client meetings (e.g., ART or Coordination of Care) and bi-weekly staff meetings as scheduled.
13. Reports any serious or problematic incidents within 24 hours and seeks supervision for situations outside job scope or expertise.
14. Maintains strict confidentiality of client and customer records in accordance with HIPAA, DRM, and Federal Copyright regulations.
15. Communicates needs for company-provided resources or benefits, such as ADA accommodation, workers' compensation, equipment requests, and benefit updates, to the WAT manager or CFO.
16. Accurately records hours in the designated payroll system (iSolved) and promptly reports any tardiness or PTO needs to the WAT manager.
17. Performs other duties as assigned to support the success of clients and the company.

Required Skills and Abilities:

1. Ability to complete accurate, comprehensive, and timely case notes documenting client progress.
2. Strong teaching and training skills, with patience and the ability to adapt instruction to clients with varying skill levels, learning styles, and professional goals.
3. Ability to apply effective instructional principles and methods when working with individuals with disabilities or behavioral health challenges.
4. Knowledge of the job market, job development practices, and Vocational Rehabilitation services and requirements.
5. Understanding of group dynamics and the ability to work effectively with individuals experiencing behavioral or emotional challenges.
6. Capacity to act responsibly and appropriately in emergency situations.
7. Commitment to advocating for client needs and supporting positive vocational and personal outcomes.
8. Excellent verbal and written communication skills.
9. Strong organizational, time-management, and attention-to-detail abilities.
10. Ability to work independently while maintaining effective collaboration within a team environment.
11. Adaptability and flexibility in responding to evolving client needs and organizational priorities.
12. Proficiency with Microsoft Office Suite and related computer applications.

Required Education and Experience:

1. High School Diploma or GED
2. At least one of the following:
• Associate's degree or higher in social work, behavioral health, or a related field
• Peer or Recovery Support Specialist Certification
• Minimum of one (1) year of industry-related experience

Regulatory and Credentialing Requirements:

1. Must be able to obtain fingerprint clearance within 90 days of hire.
2. Must be able to pass a background check and pre-employment drug screening.
3. Current CPR and First Aid certification required or must obtain upon hire.
4. Maintain compliance with all ongoing Relias and BHT training requirements.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 50 pounds at times, due to the potential to perform work within the Archive and PakMail environments.

Exertion Level:

This job is deemed MEDIUM duty work, as defined by the Social Security Administration, Code of Federal Regulations, § 404.1567, Physical exertion requirements: (c) Medium work . Medium work involves lifting no more than 50 pounds at a time with frequent lifting or carrying of objects weighing up to 25 pounds. If someone can do medium work, we determine that he or she can also do sedentary and light work.

Equal Opportunity Statement:

DKA is an equal opportunity employer, and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.