Program Assistant

Job Title: Program Assistant

Reporting to:  Senior Director of Programs

Status:  Full-time; Exempt

About The Partnership To End Homelessness

The Partnership To End Homelessness (The Partnership) is a homelessness prevention organization. 

Our values – comp assion, inclusion, integrity, professionalism and social justice – steer our strategy and operations to achieve our mission of ending homelessness by preventing it .

The Partnership’s upstream intervention model combines housing, rental assistance and crisis services with mental health, support and education programming to prevent people from losing their homes. Our services are available to New Yorkers of any ability, age, family type, gender, national origin, race and sexual orientation who are at risk of, experiencing or recovering from homelessness.

 At The Partnership, difference is us. We are an equal opportunities employer and prohibit discrimination against any individual based on ability, age, color, creed, culture, gender, gender identity, gender expression, marital status, national origin, pregnancy or related condition (including breastfeeding), race, religion, sex, sexual orientation, veteran status or any other basis protected by law.

Position Overview

The Program Assistant serves as the front door to the organization, creating a welcoming, responsive and supportive experience for clients, partners and visitors. Reporting to the Senior Director of Programs, this role is responsible for answering and routing calls, conducting client pre-screens, and partnering closely with the Triage and Assessment Manager to ensure clients receive timely attention and are connected to the appropriate services and resources. The ideal candidate has impeccable customer service skills and is approachable, highly organized, resourceful, and committed to follow-through. This role plays a critical part in supporting both client access and office operations by providing administrative support, coordinating with vendors and building staff, supporting onboarding and office activities, troubleshooting issues as they arise, and contributing ideas to continuously improve the client and staff experience.

JOB DESCRIPTION 

• Serve as the first point of contact for clients, visitors, and partners, creating a welcoming and supportive experience; 
• Conduct initial client pre-screens and gather information needed to connect clients to appropriate internal and external services and next steps; 
• Answer, screen, and route incoming calls and inquiries in a timely, professional, and compassionate manner;
• Partner closely with the Triage and Assessment Manager to ensure clients are seen and supported as quickly as possible
• Monitor program email inboxes and follow up on outstanding items to ensure timely resolution and closure;
• Enter data and maintain electronic client records, ensuring information is complete, accurate, and up to date;
• Review client documentation for completeness and accuracy and prepare case files for the Triage and Assessment Manager;
• Provide exceptional customer service and demonstrate empathy, professionalism, and responsiveness in all interactions;
• Support office operations by ordering and maintaining office supplies and coordinating routine administrative needs;
• Assist with onboarding activities for new staff, including preparing workspaces and coordinating logistics with the appropriate supervising manager;
• Support meetings, trainings, group events, and other organizational activities;
• Coordinate with vendors, building maintenance staff, and external partners to address operational needs and troubleshoot issues;
• Identify opportunities to improve the client and staff experience and contribute ideas to enhance service delivery and office operations;
• Provide administrative and operational support across the organization and perform additional duties as assigned;

Skills and qualifications

• Bachelor's degree or equivalent professional experience required;
• Demonstrated commitment to providing exceptional customer service and creating welcoming environments; 
• Strong interpersonal and communications skills, with the ability to interact effectively with clients experiencing crisis;
• Excellent organizational skills and attention to detail;
• Proven ability to manage multiple priorities and follow through on tasks to completion;
• Ability to troubleshoot problems, exercise sound judgment, and respond effectively to changing needs;
• Proficiency in Microsoft Office, Google Workspace, and data management systems;
• Experience in human services, customer service, nonprofit administration, or a related field preferred;
• Demonstrated ability to respond to challenges, shifting priorities, and requests from multiple staff members with a positive, can-do attitude;
• Demonstrated ability to remain calm, professional, and solutions-oriented while supporting individuals experiencing crisis;
• Commitment to culturally responsive, equitable and client-centered services that honor the diverse backgrounds and lived experiences of participants;
• Bilingual Spanish skills are strongly preferred;

This description describes the general nature and level of the work being performed by people assigned to this role. The Partnership To End Homelessness reserves the right to amend and change responsibilities to meet organizational  needs as necessary. 

Work Environment and Physical Requirements

The work environment and physical demands described represent those encountered by, and that must be met by, an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Work Environment and Physical Requirements 

WORK ENVIRONMENT: This position operates in a professional office environment with a low to moderate noise level; routinely uses standard office equipment such as computers, phones, cameras, photocopiers/scanners and filing cabinets; is required to travel to external meetings, and be able to work evenings and weekends, as needed; and, frequently focus for long periods of time. 

PHYSICAL REQUIREMENTS: While performing the duties of this job, the employee is regularly required to stand, walk and sit; maintain a stationary position for long periods of time; use hands and fingers to operate objects, tools or controls such as phones, computers and office equipment and accessories; reach with hands and arms; climb or balance; stoop, kneel, crouch or crawl; talk, hear and exchange accurate information via in-person, electronic, telephonic, virtual and written communications. The employee must be able to lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

  Benefits 

Compensation for this full-time, exempt role includes: $74K salary; generous PTO and benefits, including employer coverage of 100% of employee health insurance premiums (medical, dental, vision); disability; life insurance; transit; and 401K with employer contribution. A seasonal 4-day work week, based in NYC office.

How to apply

Please submit a letter of interest that details how your experience to date makes you a match for this position and why you are interested in this role and mission at this time. Please include a copy of your résumé as support for your letter.