Trauma-Informed Front Desk Intake Coordinator

Coordinated Care Services, Inc.; City of Rochester (NY); On-site; USD 32,000 - 45,000; Full time

Job summary

Veterans Outreach Center is seeking a front desk professional to warmly welcome clients and visitors, manage check-ins, and direct them to the appropriate departments. The role requires the ability to handle a busy reception area with accuracy and professionalism, while maintaining HIPAA-compliant electronic filing and a trauma-informed approach.

You will interact with veterans and community partners, providing program support, donations processing, and coordination with staff to ensure safe,

Qualifications

• Ability to receive, lift, move, and store packages weighing up to 40 pounds.
• Front desk, reception, customer service, human services intake, or similar experience is strongly preferred.
• Ability to multi-task and function in a busy work environment with frequent interruptions.
• A veteran preferred; or a person with demonstrated knowledge and experience with veterans’ concerns.
• Effective interpersonal communication skills; a willingness to be helpful, flexible, patient, and creative; and the ability to remain calm during crisis situations are required.
• A nonjudgmental approach that reflects cultural competency and sensitivity to the unique needs and diverse experiences of the individuals served.
• Working knowledge of general office procedures, use of office equipment, and strong MS Office skills.
• Strong ethical character with ability to abide by VOC values of Respect, Integrity, Service and Excellence.

Responsibilities

• Serve as the first point of contact for clients and visitors by greeting and directing them to the appropriate staff.
• Manage a high-volume front desk with interruptions while maintaining professionalism and organization.
• Engage with individuals with diverse mental health needs in a respectful, trauma-informed manner.
• Assess routine and unexpected situations and escalate when needed per policies.
• De-escalate challenging situations using trauma-informed approaches while keeping a safe environment.
• Create and maintain electronic client files in compliance with HIPAA.
• Communicate effectively with VOC staff and community partners.
• Assist with receipt and processing of donations and mail, sorting and directing items appropriately.
• Perform end-of-day building security checks for the North Campus main building.
• Conduct outreach and provide additional program support as needed.
• Support the mission, values, and operations of Veterans Outreach Center.
• Perform other duties as assigned by the Supportive Services Manager or Assistant Director of Programs.

Skills

Package handling up to 40 lbs

Front desk/reception experience

Interpersonal communication

Office procedures & MS Office

Cultural competency & sensitivity

Calm/crisis response

Teamwork with VOC staff

Job description

Veterans Outreach Center is seeking a front desk professional to warmly welcome clients and visitors, manage check-ins, and direct them to the appropriate departments. The role requires the ability to handle a busy reception area with accuracy and professionalism, while maintaining HIPAA-compliant electronic filing and a trauma-informed approach.

You will interact with veterans and community partners, providing program support, donations processing, and coordination with staff to ensure safe,