Office Coordinator

Position Overview

This position is primarily responsible for ensuring a welcoming, positive, person-centered environment using trauma-informed principles and excellent customer service. This role combines front desk responsibilities with client engagement, environmental monitoring, and safety oversight to support the health and well-being of all clients, visitors, and staff. This position plays a vital role in fostering a sense of community while maintaining appropriate boundaries and ensuring compliance with agency policies and safety protocols.

Specific Responsibilities

Client Engagement and Support

• Create a warm, respectful, and inclusive front office presence that promotes trust and belonging.
• Actively engage clients using trauma-informed communication and relational approaches.
• Support clients in integrating into the community with positive behavior and social norms.
• Build rapport and mentor clients who may be struggling with group dynamics or behavioral expectations.
• Model respectful, non-judgmental, and compassionate behavior at all times.

Building Safety & Environment

• Implement and monitor check-in/check-out protocols to ensure controlled and safe access to the building.
• Conduct regular walkthroughs of interior and exterior spaces (offices, hallways, bathrooms, courtyard, parking lot, exterior grounds etc.) to assess for safety concerns and maintenance needs.
• Identify early signs of client distress, crises, or conflict; initiate appropriate support responses and follow de-escalation protocols.
• Develop and enforce healthy norms using a harm reduction approach, while ensuring regulatory and standards compliance, for example:
• Enforcing a no smoking ban within 25 feet of building entrances, while offering smoking cessation support and alternative areas where smoking is permitted.
• Conducting bag checks and personal items searches with great care and respect of privacy, explanation of the purpose, and not more than what is necessary to ensure a safe environment.
• Removing dangerous items and persons from the premises, such as offering alternatives that reduce harm to people or property.
• Actively collaborate with staff to flag potential risks and ensure follow-up with clients.

Administrative & Operational Support

• Answer and direct phone calls, emails, and faxes according to protocols.
• Perform office tasks including mail distribution, room restocking, key management, client ID badge creation, and deliveries.
• Support managers in implementing building policies and procedures.
• Document incidents thoroughly and accurately; participate in follow-up actions as needed.
• Maintain confidentiality and share sensitive information only on a need-to-know basis.
• Perform other miscellaneous tasks as required by the Office Manager.

Knowledge, Skills, and Abilities

• Proactive, assertive engagement
• Strong interpersonal skills
• Communicate clearly and effectively in both written and verbal communication
• Professional attitude and appearance
• Ability to demonstrate genuine care and concern and develop trust-based relationships
• Conflict early identification, de-escalation, and management
• Ability to correctly interpret and enforce policies and procedures
• Multitasking and flexibility to changing priorities
• In urgent situations, ability to function decisively, with authority and be resourceful
• Walk and stand for extended periods of time
• Lift and carry deliveries, supplies, and other items as needed (up to 25 lbs)
• Knowledge and comfort working with individuals with mental health disorders and/or substance use with a non-stigmatizing, supportive approach

Education, Work Experience and Job Requirements

Education: High School Diploma and/or equivalent professional experience working in a role related to behavioral health, human services, customer service, or safety/security.

OJT: 90 days training required for effective performance. Within 90 days of employment, successfully complete training/certification and demonstrate proficiency in: Mental Health First Aid, CPR, First Aid, AED, Naloxone and Overdose Prevention.

Other Job Requirements: Proficiency in using technology, including Microsoft Office applications, office equipment (printers, fax machines, scanners, etc.)

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