Front Desk Monitor

Organization:

Founded in 2003, AMI Housing is a California-based nonprofit organization whose mission is to house and support the most vulnerable residents of the Sierra Region by enhancing the lives of people with mental illness by providing housing, employment, and supportive services.

Summary of primary job functions:

This position serves as a central point of contact for AMIH staff, participants, visitors, and community partners and provides administrative, operational, and program support across the organization. The position assists with maintaining a safe, welcoming, and organized environment and supports program staff with a variety of day-to-day needs. Duties may include front desk and reception responsibilities, responding to participant and staff needs, coordinating communications, assisting with supplies and facility needs, and providing general administrative and operational support to multiple programs.

The position requires strong communication, sound judgment, professionalism, and the ability to work independently, including during evenings, weekends, and overnight hours when a supervisor may not be immediately available. Employees in this role must be able to recognize and appropriately respond to challenging or high-stress situations, utilize effective de-escalation techniques, maintain professional boundaries, and determine when an issue requires notification or intervention from supervisory or program staff.

Examples of essential duties may include, but are not limited to, the following:

• Serve as a welcoming and professional point of contact for program participants, staff, visitors, and community partners.
• Provide general administrative, operational, and program support to AMIH programs and assist program staff with day-to-day needs.
• Respond to participant questions and requests, provide information regarding program expectations and available resources, and connect individuals with appropriate staff when additional assistance is needed.
• Assist with program intake procedures, documentation, and other program-related tasks as trained and assigned.
• Promote and maintain a safe, welcoming, and respectful environment for participants, staff, visitors, and community partners.
• Monitor general activity and building access during assigned shifts and remain alert to situations that may affect the safety or security of participants, staff, or property.
• Utilize proactive communication and de-escalation techniques to appropriately respond to challenging, disruptive, or high-stress situations and assist with individual or group conflicts.
• Address unauthorized or uninvited individuals on program property in accordance with site procedures and seek additional assistance when needed.
• Follow established procedures for emergencies, including fire evacuations, medical emergencies, EMS response, and situations requiring law enforcement intervention.
• Exercise sound judgment and work independently when a supervisor or program staff member is not immediately available, while appropriately escalating concerns when additional support is needed.
• Complete accurate shift logs, incident reports, and other required documentation regarding significant events, safety concerns, participant interactions, or unusual occurrences.
• Communicate relevant program, participant, safety, security, and facility concerns to appropriate staff in a timely manner.
• Answer telephones, route calls, take messages, and respond to in-person inquiries while providing general front desk coverage.
• Receive, document, secure, and distribute food, donations, supplies, toiletries, cleaning supplies, and other approved items as needed.
• Maintain accurate information in applicable data systems, including HMIS, Coordinated Entry, and other systems used by AMIH.
• Assist with maintaining clean, organized, and welcoming front desk, entrance, common, and program areas, including light cleaning and routine upkeep.
• Maintain accountability of assigned keys and access devices and report maintenance, facility, equipment, or security concerns to appropriate staff.
• Perform other reasonable administrative, program, facility, and operational duties that support the safe and effective operation of AMIH programs.

Skills:

• Multitasking with attention to detail while working in a fast-paced and sometimes unpredictable environment.
• Data entry and accurate recordkeeping.
• Active listening and effective verbal communication.
• De-escalation and conflict-resolution skills.
• Customer service and interpersonal skills.
• Problem-solving and sound judgment.
• Organization and time-management skills.
• Ability to use basic computer systems, email, and electronic databases.
• Ability to type at a speed of 45 words per minute.

Ability to:

• Ability to work independently, exercise sound judgment, and respond appropriately to changing priorities, including when a supervisor is not immediately available.
• Ability to remain calm and professional in challenging or high-stress situations and use effective communication and de-escalation techniques.
• Ability to recognize and appropriately respond to safety, security, behavioral, facility, and emergency concerns and follow established policies and procedures.
• Ability to communicate effectively with program participants, staff, visitors, community partners, and emergency personnel while maintaining appropriate professional boundaries and confidentiality.
• Ability to accurately maintain records, complete documentation, operate computers and electronic systems, and perform routine administrative and data-entry tasks.
• Ability to perform the physical requirements of the position, including sitting, standing, walking, bending, reaching, grasping, lifting and carrying lightweight supplies, and pushing/pulling carts as needed.

Education/Background:

• Minimum of 18 years of age.
• High School diploma or equivalent is required.
• Bilingual fluency (English/Spanish) is preferred.
• Complete and pass pre-employment background checks (fingerprints, drug and alcohol testing, and criminal background checks).

Work experience may include :

• One (1) year of experience in a front desk, customer service, administrative, residential, human services, healthcare, social services, or other community-based setting.
• Experience working with individuals from diverse backgrounds, including individuals experiencing mental health challenges, substance use, homelessness, or other social service needs, is preferred.
• Experience in customer service, front desk, administrative, residential, or community-based settings is preferred.

Licenses and Certification :

• May need to possess a valid driver's license with a clean driving record as required by the position.
• Proof of adequate vehicle insurance and medical clearance may also be required.

Computer Proficiency :

• Strong computer proficiency (i.e., Microsoft Word, Excel, PowerPoint, Outlook, SharePoint, Microsoft Teams, Zoom, Adobe, App Folio, DocuSign, Google Docs, Internet, and Calendar) to complete daily duties within the expected timeframes with little to no supervision.

Personal Characteristics :

• Be welcoming and supportive. Displays a solid desire to advance the agency’s mission and help people with mental illness improve their lives by becoming independent, successful community members.