Access Assistant

Marcfirst; Normal (IL); On-site; USD 25,000 - 28,000; Part time

Job summary

Lifelong Access is seeking an Access Assistant to serve as the welcoming first point of contact for individuals, families, visitors, and partners. You will cover front desk and support the referral and intake processes.

This part-time role emphasizes compassionate communication, accurate data entry, and confidentiality, with duties spanning reception, referrals routing, and basic administrative tasks.

Qualifications

• High school diploma or equivalent required.
• Previous customer service, reception, administrative, healthcare, human services, or related experience preferred.
• Strong communication and customer service skills.
• Comfortable communicating with individuals with disabilities, individuals with mental health needs, families, professionals, and community partners.
• Ability to manage multiple priorities while remaining organized and welcoming.
• Strong attention to detail and ability to accurately enter and maintain information.
• Comfortable using computers, email, electronic records, and standard office technology.
• Ability to maintain confidentiality and exercise appropriate professional judgment.

Responsibilities

• Greet visitors and callers in a professional, person-centered manner.
• Answer calls, direct inquiries, and provide general information.
• Collect and route referrals and intake documents to the appropriate program.
• Provide required intake forms and explain documentation needed.
• Maintain accurate referral and intake records and confidentiality.

Skills

Customer service

Reception

Communication

Confidentiality

Multitasking

Education

High school diploma or equivalent

Tools

Computers

Email

Electronic records

Office technology

Job description

Job Summary

The Access Assistant serves as a welcoming first point of contact for individuals, families, visitors, and community partners connecting with Lifelong Access. This position provides front desk coverage while also supporting the referral and intake process for individuals seeking services. The Access Assistant helps ensure people are greeted warmly, questions are directed appropriately, referrals are captured accurately and required intake information is collected and routed to the appropriate program.

Essential Duties and Responsibilities

Front Desk & Customer Service

• Welcome individuals, families, visitors, and community partners in a professional and person-centered manner.
• Answer incoming calls and assist callers with general questions.
• Direct calls, messages, and visitors to the appropriate team member or program.
• Provide afternoon and early evening front desk coverage.
• Assist with general office and administrative needs.
• Maintain a welcoming, organized, and professional reception area.
• Follow established procedures related to visitors, building access, confidentiality, and safety.

Referrals & Access to Services

• Serve as an initial point of contact for individuals and families interested in Lifelong Access services.
• Gather basic information to understand the reason for the inquiry and the services being requested.
• Enter and/or route referrals to the appropriate Lifelong Access program.
• Provide individuals and families with required intake forms and information.
• Assist individuals and families with understanding what information or documentation is needed to begin the intake process as assigned.
• Follow up on incomplete intake paperwork or missing information as assigned.
• Ensure referrals and intake information are routed promptly to the appropriate program team.
• Help maintain accurate referral and intake records.
• Communicate clearly that program eligibility, availability, and acceptance decisions are determined by the appropriate program team.

Administrative Support

• Scan, upload, organize, and route documents according to established procedures.
• Assist with data entry and maintaining accurate records.
• Support mail, correspondence, copying, filing, and other administrative tasks as needed.
• Maintain confidentiality of protected health information and other sensitive information.
• Assist with special projects and other duties that support effective agency operations.
• Model and support Lifelong Access Core Values in all areas and situations across the organization.
• Knowledge of and adherence to the agency policies and procedures.
• Employee may be asked to perform other duties as required by the employer’s business needs.

Pay: $18.35/hour

Job Type: Part-Time, Mon-Fri 2:30pm-6:30pm - 20/hours per week

Qualifications

• High school diploma or equivalent required.
• Previous customer service, reception, administrative, healthcare, human services, or related experience preferred.
• Strong communication and customer service skills.
• Comfortable communicating with individuals with disabilities, individuals with mental health needs, families, professionals, and community partners.
• Ability to manage multiple priorities while remaining organized and welcoming.
• Strong attention to detail and ability to accurately enter and maintain information.
• Comfortable using computers, email, electronic records, and standard office technology.
• Ability to maintain confidentiality and exercise appropriate professional judgment.

Working Conditions

• Primary work performed in a standard office environment with moderate noise levels.
• Frequent interaction with employees, visitors, vendors, and community partners in person, by phone, and electronically.
• Occasional off‑site travel may be required for errands, meetings, or accessing off‑site storage facilities.
• Work schedule is generally Monday–Friday during standard business hours; occasional evening or weekend hours may be required for special events, projects, or urgent needs.
• Position requires maintaining confidentiality and professionalism in handling sensitive information.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of this job. Requests for reasonable accommodations will be reviewed to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit at a desk and work on a computer for prolonged periods. Employee is consistently and frequently required to have good close and distance vision, hearing and be able to talk. Employee is regularly required to stand; walk; bend; use hands to finger, handle or feel; reach with hands and arms, and occasionally stoop, kneel, crouch or crawl. Employee must occasionally lift, carry and/or move up to 25 pounds. Employee is occasionally required to use step ladders or stools to access storage areas.