Desk Clerk

Desk Clerk – On-Call (Per Diem) Role overview: Under the guidance of the Assistant Manager, you will play a pivotal role in maintaining smooth operations within an affordable housing facility. Responsibilities include welcoming residents and guests, managing check-ins and check-outs, handling inquiries, and providing exceptional customer service. You will assist in maintaining accurate records, coordinating with other staff to ensure efficient communication, and promptly addressing issues or concerns. What you will do Supervisory Responsibility: None Resident Support: Maintain familiarity with all residents of El Portal Place. Collaborate with supportive staff to help residents overcome issues that may lead to eviction, including behavioral issues, mental health problems, or physical limitations that affect lease compliance. Encourage residents to take advantage of available services and programs. Maintain awareness of culturally diverse 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 by recording names and ensuring sign-in/sign-out. Answer telephones and take accurate messages. Convey accurate information to team members and/or authorities as necessary. Conduct building patrols as scheduled and ensure doors and gates are closed and locked. Respond to emergencies by contacting appropriate emergency services. Enforce building policies and house rules; keep lobby areas clean and neat. Monitor parking areas and enforce policy. Inform the Assistant Manager and team of any unusual activity in a timely manner. Enforce the complex's no-loitering policy and manage resident complaints. Perform related duties as requested by the Assistant Manager or supervisory staff. Cultural Responsiveness: Aware of and respectful of cultural and identity-based differences; adapt to group environments appropriately and effectively. Foster an environment that values diverse experiences, cultures, humility, authenticity, backgrounds, and goals. Participate in onboarding processes, including reading and discussing materials related to housing policy and equity as part of orientation. Organizational/Administrative Responsibilities: Professionally represent Hope Solutions in all circumstances. Comply with policies, procedures, standards of practice, and outcome requirements for the program; maintain consumer confidentiality and safety in accordance with HIPAA guidelines. Comply with local, state, and federal regulations and Hope Solutions policies. Maintain knowledge of Fair Housing regulations. Update managers and departments on financial matters related to maintenance, repairs, insurance claims, and reports. Attend required meetings and trainings; participate in program development meetings as required. Interface and collaborate with management, service providers, and residents. Complete personnel paperwork and expenditure reports for supplies, petty cash, and mileage in a timely and accurate manner. On-call, after-hours, and backup work may be required. Other duties as assigned. Work Location Classification: Site-Based: Work is primarily performed at an assigned Hope Solutions location with on-site presence expected to support operations and clients (locations include GPA, East County, Hacienda, Lakeside, Pomona, El Portal Place, Taylor Office, and related roles). Work from home must be approved in advance by the Program Director or Manager; written approval is required. New program employees are expected to work on-site for the first 90 calendar days unless an exception is approved. Client-facing work may occur on-site or in the field, depending on role and program needs. Requests to work from home require advance notice and a work plan; urgent same-day requests should follow leadership directions. Approved remote work requires maintaining confidentiality, a professional/private environment, timely task completion, and accurate time tracking. Position Qualifications Knowledge of and belief in the Housing First philosophy and strategies. Passion for and demonstrated experience supporting vulnerable populations, especially homeless individuals with mental health needs. Experience with or interest in light maintenance skills is strongly preferred. AA or AS degree in a field applicable to property/facility management, or a high school diploma plus a minimum of 3 years in property/facility management. Bi-lingual in English/Spanish is a plus. Outstanding written and verbal communication skills. Computer proficiency with 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 Live Scan 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 to manage resident and visitor traffic. Office setting activities such as reading documents, monitoring security, typing, and entering case notes; copying/faxing as needed. Occasionally able to lift and carry objects up to 25 pounds. Ability to drive a vehicle and travel, including at night. Compensation & Benefits: Flexible, dynamic work environment. 100% premium paid for employee Kaiser health and dental care. Matched 403b retirement savings. 11 paid holidays, plus 3 floating holidays. Ability to accrue 2-4 weeks of vacation depending on tenure. Life insurance and Employee Assistance Program. 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