Trauma-Informed Front Desk & Resource Navigator

WayForward Resources, Inc.; Town of Middleton (WI); On-site; USD 37,000 - 39,000; Full time

Job summary

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

Qualifications

• 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

Responsibilities

• 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

Skills

Customer service

Reception

De-escalation

Trauma-informed care

Organization

Computer skills

Tools

Microsoft Word

Excel

Gmail

Data entry

Job description

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