Front Desk Attendant (Cleveland Commons)

Front Desk Attendant

At Shepherd's House Ministries our mission is to create safe, healing environments where all individuals feel valued, respected, and empowered to pursue personal growth and stability. We strive to feed the hungry, shelter the homeless, and walk alongside those facing life-controlling challenges such as trauma, addiction, and homelessness. Through emergency shelter, case management, and supportive services, we seek not only to address immediate needs but to foster lasting, positive change. Our vision is to help individuals break cycles of hardship and achieve meaningful transformation, ensuring that everyone in Central Oregon has the opportunity to find hope, stability, and healing.

We are seeking a passionate and mission-driven Front Desk Attendant to help expand the impact of Shepherd's House Ministries across all sites and advance this life-changing work.

The Front Desk Attendant is the first point of contact for participants, staff, volunteers, and visitors at The Cleveland Commons. This position requires an individual who can provide a welcoming and safe environment, assist participants with inquiries and needs, and maintain the flow of operations at the front desk. The Front Desk Attendant will ensure accurate documentation, communicate effectively with all visitors and staff, and support the overall mission of The Cleveland Commons by fostering a supportive and inclusive environment.

Specific Responsibilities/Tasks

• Guest Reception: Greet and assist all participants, staff, volunteers, and visitors as they enter, providing information, direction, and support as needed.
• Documentation: Accurately log participant check-ins, manage intake forms, and maintain up-to-date records in the database.
• Communication: Serve as a communication hub for The Lighthouse, ensuring that all inquiries and messages are directed to the appropriate staff members in a timely manner.
• Security Support: Monitor the entry and exit of all individuals, ensuring that only authorized personnel and participants access the facility.
• Supplies Management: Assist in the distribution of supplies to participants, such as hygiene products, clothing, and bedding, as needed.
• Conflict Resolution: Address any conflicts or concerns at the front desk, utilizing de-escalation techniques and involving security staff or supervisors when necessary.
• General Administration: Perform administrative tasks related to front desk operations, including filing, data entry, and managing phone calls and emails.
• Environment Maintenance: Ensure that the front desk area is clean, organized, and welcoming at all times.
• Team Collaboration: Work closely with other staff members to ensure smooth operations, attend team meetings, and participate in ongoing training.

Qualifications

Education & Experience:

Required

• Strong interpersonal and communication skills; ability to work respectfully with diverse populations.
• Basic computer skills, including data entry and email.
• Ability to maintain accurate records and follow confidentiality requirements.
• Ability to remain calm and use de-escalation skills in stressful situations.

Preferred

• At least 1 year of customer service, front desk, or administrative experience.
• Experience in a nonprofit, shelter, healthcare, or social services setting.
• Familiarity with or willingness to learn HMIS.
• Training or experience in trauma-informed care or conflict de-escalation.
• Bilingual (Spanish preferred).

Physical/ Working Conditions

The Front Desk Attendant will work in a dynamic environment that includes both desk work and active participation in the operations. Key aspects include:

• Desk Work: The role involves significant time sitting at a desk, inputting important information into the Homeless Management Information System (HMIS), and managing other administrative tasks.
• Participant Interaction: The Specialist will engage in participant intakes, which require strong interpersonal skills and the ability to de-escalate situations when necessary.
• Physical Activity: While primarily desk-based, the role may also require walking around the facility and the ability to lift up to 25 pounds as needed.
• Interpersonal Skills: Excellent interpersonal skills are essential for interacting with a diverse population, including participants, staff, and community partners.

In accordance with the Americans with Disabilities Act (ADA), we will provide reasonable accommodations to qualified individuals with disabilities. To request an accommodation, please contact a member of The People Team.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Shepherd's House Ministries provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.