Coordinated Entry System (CES)
Valley Oasis Coordinated Entry System provides comprehensive services designed to address the root cause of poverty and homelessness within SPA 1 of Los Angeles County. Clients may be mentally ill, have intellectual developmental disabilities, substance abuse issues, and chronic medical/physical disabilities, exiting institutions and are homeless.
The front desk Receptionist is the first point of contact for anyone entering the Homeless Center. Those who are experiencing homelessness are a vulnerable population and their needs must be addressed with confidence, dignity and respect. The Receptionist must
be able to handle a range of situations with a professional and calm demeanor and identify when management intervention is needed.
Knowledge, Skills & Abilities:
- Operate a multi-line phone system; answer, screen, transfer calls and providing information about the Agency and its programs
- Check phone system voicemail throughout the day; transfer messages to appropriate staff/program
- Greet individuals entering the office in a friendly, positive and helpful manner, determine nature and purpose of their visit and direct or provide assistance
- Schedule appointments, maintain and update appointment calendars
- Ensure coverage throughout the business day
- Hear and resolve complaints from visitors; assist in problem solving, resources and/or provide management involvement when needed
- Provide general clerical support, including but not limited to front desk/receptionist, copying, faxing, emailing, sorting, filing, and record keeping
- Utilize paging system in a professional manner
- Accept deliveries and regular mail and ensure it is delivered to the appropriate staff/program
- Takes minutes during meetings, ensures accuracy and distributes completed minutes in a timely manner
- Maintain stock of program documents
- Take clear, legible and concise messages with correct spelling and make sure that these are delivered to the staff in a timely manner
- Maintain the cleanliness of the reception area, lobby and storage room
- Stock community resource information in the lobby area
- Responsible for inventory of office supplies and ordering of supplies
- Pick up trash in the entry way
- Manage donations of food, miscellaneous items and clothing to maintain a clear walkway and lobby
- Assist the management team with correspondence, spreadsheets, fliers, and copying
- Mange the scheduling of the community conference room
- Assists in assuring all safety and health standards are followed and responds to safety issues within the facility in a timely manner
- Attends and actively participates in all team and staff meetings
- Be open and flexible to assisting other departments as needed
- Adhere to agency policies and procedures including confidentiality, child abuse reporting, and code of ethics
- Additional tasks, projects and or responsibilities as assigned by Supervisor that are not outlined but which are an important part of the agency’s goals and/or program outcomes.
Qualifications & Experience:
- Thorough knowledge of Housing 1st model, Harm Reduction strategies and Trauma Informed service delivery
- Knowledge of issues facing homeless individuals (e.g. chronic health, substance abuse, mental health, domestic abuse and resources for undocumented individuals)
- Knowledge of resources including legal, medical, housing, educational and social service agencies and other resources in the community
- Strict confidentiality must be observed as it relates to participant information, agency business, program decisions and all other personal information
- Ability to respond quickly and effectively to individuals who may be ill, using substances, lack of personal care, in crisis situations and/or potentially hostile situations
- Ability to deescalate aggressive/agitated individuals
- Ability to work with a diverse population and provide culturally competent advocacy
- Actively promote positive, nurturing interactions between participants
- Must be able to exercise initiative, independent good judgment, flexibility, discretion, and solid decision making
- Must be able to successfully manage multiple priorities, meet deadlines, adjust to changing; circumstances, and demonstrate confidence working with diverse stakeholders
- Ability to handle common problems without supervisor intervention while knowing when supervisor participation is warranted
- Work effectively under conditions of limited supervision, high stress and rapidly changing situations and circumstances
- Demonstrate the ability to utilize strong judgement and interpersonal skills to manage sensitive client interactions including with those who may be in distress with acute illness, substance use issues, co-morbidity of behavioral and physical health issues in addition to homelessness
- Demonstrate strong front-desk management skills that effectively serve both business visitors and clients
- Project a professional demeanor and a high level of professionalism when dealing with sensitive matters
- Excellent organizational skills and the ability to follow through from beginning to end on tasks
- Outstanding communication skills, both written and oral; must communicate professionally and positively with participants, co-workers, management, community partners, employers, landlords, and other service providers
- Promote cooperation and commitment within a team to achieve goals and objective; collaborate with team members, sharing ideas and differences openly; be receptive to new ideas and adapt to change as necessary
- Considers impact of personal and professional choices. Consistently make decisions in keeping with organizational values and Supervisor’s direction
- Proficient with office communication equipment and machines (telephone, copier, calculator, fax machine, personal computer, laptop, computer printer and scanner).
- Proficient in use of laptop/desktop computer, Microsoft Windows and Office software programs (Word, Excel, and PowerPoint) and Google drive
- Strong time management skills and the ability to multi-task and prioritize in a fast-paced environment, while exercising sound judgment.
- Maintain professional boundaries and work collaboratively with participants, volunteers and staff Ability to communicate effectively orally and in writing;
- Accountability – be on time for scheduled shifts;
- Use of a personal vehicle may be required to travel in and around Antelope Valley and/or Los Angeles County and periodically transport participants
- Be able to read and write English
- Bilingual Preferred but not required.
- High School Graduate or equivalent
- One-year related office experience in a social services related field
- Experience with homeless, vulnerable and/or diverse population
Work Conditions & Physical Demands
- Valid California Driver’s License
- Auto insurance
- Clean Driving Record
- Employee will be required to complete a TB Testing, background check, Drug Screen (Employment pending drug screen and background check), 72 hour Domestic Violence/Sexual Assault training and CPR &First Aid certification.
The following are work conditions that one may encounter in the course of performing their job duties:
- May be in contact with individuals in crisis
- May experience unpleasant sensory demands associated with an individual’s use of alcohol and drugs, and lack of personal care
- May experience crisis situations and potentially hostile situations, must be ready to respond quickly and effectively.
An employee is required to:
Walk and climb stairs; Handle, grasp and feel objects and equipment; Reach with hands and arms; extend both arms above the head and/or reach below the waist; Communicate ideas and information verbally and written word; Be able to move oneself quickly and easily from place to place; Repeat various motions with hands, wrists, fingers; Climb on stools, steps and/or ladders; Be subject to outside environmental conditions, including but not limited to: Rain, heat, wind.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. If accommodation(s) are required, employee must inform Human Resources by the first week of employment. If an accommodation is not required at the time of employment, but is later required, you must inform Human Resources at the time it is needed.
||Employee Assistance Plan
||Cafeteria 125 Plan
||14 Observed Holidays
Monday – Friday 8am – 5pm (may be required to work other than normal duty hours, to include evenings, weekends, holidays and/or on call status)
An Equal Opportunity Employer: Selection will be based solely on merit and will be without discrimination because of age, race, sex, religion, national origin, marital status, sexual orientation, mental or physical disability.
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