Desk Clerk

Desk Clerk

Founded in 1991, Hope Solutions, formerly Contra Costa Interfaith Housing, is a vibrant and socially responsive non-profit agency that provides permanent housing and vital support services to over 2,000 homeless or at-risk families and individuals in Contra Costa County. Over 40 faith-based communities support our work, although there are no religious requirements or affiliations to receive services.

Are you seeking a new role that fully utilizes your talents and potentialwhile helping to make the world a better place? If so, please read on!

Hope Solutions envisions a world in which everyone has a place to call home and the support of a strong community so that they can live with dignity and reach their full potential. We strive to be inclusive and responsive to community needs. We are committed to excellence and accomplish our work with integrity, respect, compassion, and humility.

Hope Solution's mission is to heal the effects of poverty and homelessness by providing permanent housing and vital support services to highly vulnerable families and individuals.

Could our mission be your mission?

As an On-Call (Per Diem) Desk Clerk under the guidance of the Assistant Manager, you will play a pivotal role in maintaining smooth operations within an affordable housing facility. Your responsibilities will include welcoming residents and guests, managing check-ins and check-outs, handling inquiries, and providing exceptional customer service.

Additionally, you will assist in maintaining accurate records, coordinating with other staff members to ensure efficient communication, and promptly addressing any issues or concerns. Your attention to detail, friendly demeanor, and ability to multitask will contribute to creating a positive and welcoming environment for all residents and visitors.

Resident Support:

• Maintain familiarity with all residents of El Portal Place.
• Collaborate closely with all supportive staff connected to residents to support residents to overcome issues that may place them at risk for eviction, including but not limited to: behavioral issues, mental health problems, or physical limitations that affect their ability to abide by lease agreements/rules of residency.
• Encourage all residents to take advantage of the services and programs available to them.
• Maintain awareness of culturally diverse consumer populations and perform duties with a trauma-informed approach and attention to residents' cultural needs.

Facility & Visitor Management:

• Keep an accurate log of all visitors to the building by recording names and assuring visitors sign in and out.
• Answer telephones and take accurate messages.
• Convey accurate information to team members and/or appropriate authorities, as necessary.
• Conduct patrols of the building according to a schedule outlined by the Assistant Manager and other supervisory staff.
• Ensure that doors and gates are closed and locked.
• Respond to emergency situations by calling the appropriate emergency service (i.e., police, fire department, ambulance, paramedics).
• Enforce building policies and house rules.
• Keep lobby areas clean and neat.
• Monitor parking areas and enforce the policy.
• Inform the Assistant Manager, team members, and/or on-call Property Manager of any unusual activity in a timely manner.
• Enforce the complex's no-loitering policy.
• Manage resident complaints and issues.
• Perform other related duties that the Assistant Manager and other supervisory staff may request.

Cultural Responsiveness:

• Awareness of and aptitude to understand, respect, and adapt to cultural and identity-based differences within group environments appropriately and effectively.
• Experience fostering and reinforcing an environment that values unique experiences, cultures, personal humility, authenticity, backgrounds, and goals.
• Participate in and complete our new employee onboarding process, which includes reading and discussing a short chapter in the book, The Color of Law.

Organizational/Administrative Responsibilities:

• Professionally represent Hope Solutions in all circumstances.
• Comply with policies, procedures, standards of practice, and outcome requirements for the program.
• Comply with all legal/ethical professional guidelines for maintaining consumer confidentiality, adhering to HIPAA guidelines, protecting consumer rights, advocating on clients' behalf, and assuring consumer safety.
• Comply with all local, state, and federal regulations as well as with Hope Solutions policies and procedures.
• Maintain knowledge of and compliance with Fair Housing regulations.
• Update the Assistant Manager, Property & Support Services Manager, Director of Property & Support Services, and the Finance department on financial matters regarding monies received and spent for maintenance, repair/rehabilitation, insurance claims, and reports.
• Attend all required meetings, including but not limited to Solutions staff meetings, Team meetings, consumer case conferences, and required training.
• Attend program development meetings as required.
• Interface and integrate efficiently with Hope Solutions management, service providers, and residents.
• Complete required personnel-related paperwork and complete expenditure reports for food supplies, petty cash expenses, and/or mileage in a timely and accurate manner.
• On-call, after-hours, and backup work will be required.
• Other duties as assigned.

Work Location Classification:

• Site-Based: Work is primarily performed at an assigned Hope Solutions location, with an on-site presence as the standard expectation to support program operations, clients, and team collaboration. This classification applies to GPA, East County, Hacienda, Lakeside, Pomona, El Portal Place, and key roles at Taylor Office such as the Operations Manager and their direct reports.
• Work from home must be approved in advance by the Program Director or Manager. Written approval (email) is required.
• All new program employees are expected to work on-site for the first 90 calendar days. Any exception requires approval from the Program Director or Manager.
• Client-facing work may occur on-site or in the field, depending on the role and program needs, and may include appointments, sessions, engagements, support services, client-present coordination of community resources/services, and other direct service activities.
• This expectation may flex to accommodate operational needs, client availability, safety concerns, or urgent program priorities while still meeting performance expectations.
• When requesting to work from home, the employee must make the request to their direct supervisor in advance. The request must include the requested date/hours, business reasons, and a work plan for the day. For urgent same-day situations, the employee must notify leadership as early as possible and follow directions regarding work-from-home approval, schedule adjustment, or use of leave time.
• When approved to work from home, employees must maintain confidentiality, work from a professional/private environment, complete assigned tasks and documentation on time, and track time accurately.

Position Qualifications:

• Knowledge of and belief in "Housing First" philosophy and strategies.
• Passion for and demonstrated experience successfully supporting vulnerable populations, especially homeless individuals with mental disabilities.
• Experience with and/or interest in handling light maintenance skills is strongly preferred.
• AA or AS degree in a field applicable to property/facility management and/or a high school diploma plus a minimum of 3 years' experience in property/facility management.
• Bi-lingual in English/Spanish is a plus.
• Outstanding written and verbal communication skills.
• Computer proficiency in the use of Microsoft and database applications.
• Must have an operational vehicle, auto insurance, valid California driver's license, and be willing to drive for work.
• Must pass LiveScan screening and TB test.
• Salary contingent upon skill and experience.

Physical Qualifications:

• Must be able to walk, climb stairs, and enter/exit the facility to manage the premises.
• Must be able to work in a desk setting for up to 8 hours at a time to manage resident and visitor traffic in and out of the premises.
• Office setting activities are required, such as reading the fine print on documents and/or visitor identification, monitoring security cameras, typing on a laptop/computer to respond to emails, entering case notes into a database, and copying/faxing forms and documents on a copy machine.
• Occasionally must be able to lift and carry objects weighing up to 25 pounds, including files, holiday gifts, and food donations.
• Ability