Reception and Resource Coordinator

WayForward Resources; Town of Middleton (WI); Presencial; USD 37.000 - 39.000; Jornada completa

Descripción de la vacante

WayForward Resources is seeking a Reception and Resource Coordinator to serve as the first point of contact for guests, clients, and donors in Middleton, WI. This on-site role supports the Service Navigation team within Housing Stability and provides warm, trauma-informed assistance, referrals, and documentation.

The position reports to the Service Navigation Manager and requires strong customer service, organization, and computer skills, with a background check as part of the application

Formación

• 2+ years in customer service or front-line work
• Experience with de-escalation, trauma-informed care, and community resources
• Strong organizational skills and independent judgment
• Proficient in Microsoft Word, Excel, Gmail; quick to learn new software
• Handles confidential information professionally and ethically
• Willingness to grow in cultural competency and racial justice
• Background check required

Responsabilidades

• Serve as the primary contact for visitors, calls, and emails
• Create a warm, trauma-informed first impression
• Manage the flow of visitors, calls, and inquiries
• Monitor the information inbox and route messages to staff
• Welcome those seeking services and direct them to the appropriate program
• Assist with registration and intake information, and schedule appointments
• Document contacts, referrals, and handoffs in the database
• Maintain knowledge of WayForward programs and community resources
• Coordinate with departments to resolve guest and client needs and reduce friction
• Coordinate front desk volunteer schedules with the Volunteer Services Director

Conocimientos

Customer service

Reception

De-escalation

Trauma-informed care

Organization

Computer skills

Herramientas

Microsoft Word

Excel

Gmail

Data entry

Descripción del empleo

WayForward Resources

Position title: Reception and Resource Coordinator

Reports to: Service Navigation Manager

FLSA Status: Non-Exempt, Full-Time (40 hours/week)

Hourly Wage: $27 - $28

Location: Middleton, WI (On-site)

The Reception and Resource Coordinator is the first point of contact for every guest, client, donor, volunteer, and community member who visits, calls, or emails WayForward. Based in the Service Navigation team within Housing Stability, the role serves Food Security guests and Housing Stability clients alike and supports the entire organization. The Coordinator creates a warm, trauma-informed welcome, resolves needs at first contact when possible, and makes warm handoffs to staff and resources as needed.

Essential Responsibilities

Client & Community Experience (70%)

• Serve as the primary point of contact for all visitors in person, by phone, and by email
• Create a warm, dignified, trauma-informed first impression
• Manage the flow of visitors, calls, and inquiries
• Monitor the general information inbox and route messages to appropriate staff
• Welcome those seeking services, answer questions, and direct them to the appropriate program
• Assist with registration and intake information, and schedule case manager appointments
• Make community referrals and share resource information
• Use independent judgment to resolve needs directly, navigate multiple resources, and support people in stressful or complex situations while identifying urgent needs and following established safety and escalation procedures
• Identify situations requiring enhanced case management or specialized support and coordinate a warm, client-centered handoff to the Service Navigation Manager or appropriate case manager to ensure ongoing support and service continuity.
• Document contacts, referrals, and handoffs in the appropriate database
• Maintain thorough knowledge of WayForward programs and community resources
• Welcome and thank donors, record donations brought to the office, and route donation inquiries to the development team
• Partner with other departments to resolve guest and client needs and reduce friction
• Keep the front office organized, welcoming, and stocked with emergency products
• Help continuously improve the community's first experience of WayForward

Organizational & Administrative Support (15%)

• Provide organization-wide administrative support, such as mail distribution, office supplies, staff meeting food orders, committee and board support, documentation and staff retreat logistics
• Support front desk logistics for donor visits, tours, and events alongside the development team.
• Other duties as assigned

Front Desk Operations & Procedures (10%)

• Develop, document, and maintain front desk procedures with the Service Navigation Manager, Housing Stability Director, and other staff
• Assess front desk procedures and recommend improvements
• Provide front desk input when program or development teams plan changes that affect the front desk, such as new hours, appointment processes, or events.

Volunteer Coordination (5%)

• Coordinate front desk volunteer schedules, provide orientation and ongoing coaching, and help maintain reliable front desk coverage in partnership with the Volunteer Services Director.

Qualifications

Required

• 2+ years in customer service, reception, human services, social services, office administration, or related front-line work
• Experience with or ability to learn de-escalation, trauma-informed care, mental health and substance use supports, challenges associated with poverty, and resources for low-income households
• Strong organization and planning skills; works independently with sound judgment
• Strong computer skills (Microsoft Word, Excel, Gmail, data entry); learns new software independently
• Handles sensitive issues confidentially, professionally, ethically, and with care
• Willingness to grow personally and professionally in cultural competency and racial justice
• Background Check: A background check is required as part of the application process.

Preferred

• Experience in resource navigation, referrals, or case management support
• Experience coordinating or training volunteers
• Familiarity with food access, housing, or social service settings
• Bilingual in Spanish or another language spoken in the community

Key Competencies

• Hospitality & dignity: creates a warm, respectful experience for everyone
• Trauma-informed communication: stays calm, patient, and clear with people in crisis or under stress
• Sound judgment: resolves what it can at first contact and knows when to hand off
• Resource knowledge: stays current on WayForward programs and community resources
• Cross-organizational connection: builds strong relationships across programs, development, and operations
• Process ownership: turns friction points into clear, workable procedures
• Organization & reliability: manages priorities, interruptions, and details in a fast-paced setting
• Equity & inclusion: reduces barriers and brings an equity lens to everyday interactions

Working Conditions

This onsite position is based at WayForward's Middleton office, primarily at the front desk, with regular movement throughout the building. Occasional schedule flexibility may be needed for events or volunteer coverage.

Work involves extended sitting; occasional standing, walking, stooping, and kneeling; and occasional lifting up to 25 lbs. The environment is moderately noisy with frequent interruptions. The role regularly serves people experiencing housing or food insecurity and requires composure, sound judgment in urgent situations, and clear communication.

Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.