General Statement of Duties: Responsible for welcoming and engaging families, residents, guests/visitors, and volunteers as they enter the Family Center or Griswold, overseeing daily activities, responding to the needs of stakeholders, providing information and referral services, and answering phones. Create an atmosphere of hospitality and customer service as well as assisting with emergency procedures.

Schedule: Varies (at least one offered shift per month)

Performance Responsibilities: (not in order of priority): Any one position may not include all the duties listed; nor do the listed examples include all that may be found in positions of this class.

Receptionist/Customer Service:

1. Assure quality customer service and engagement by maintaining a professional image that includes greeting residents, visitors and employees by phone and as they enter the building in a polite and friendly manner.

2. Respond to inquiries on programs, events, and facilities.

3. Receive and route telephone calls and messages for staff.

4. Assist with daily maintenance of reception areas.

5. Direct interactions to assist vendors, residents, staff, guests/visitors, and volunteers.

6. Maintain professionalism and problem-solving skills for residents, staff, visitors/guests, and volunteers.

7. Implement guiding principles of Empowerment, Accountability, Respect, and Nurture (the EARN model).

Resident Assistance:

1. At the Family Center: engage and orient residents to the program by providing orientation tours, conducting room checks, overseeing resident chores, assisting with meal service, coordinating sleeping assignments, setting up mats, holding residents accountable through a progressive intervention process; and providing and communicating resident needs to family advocates, workforce development coordinator, and volunteers and donations team.

2. At Griswold: Notify proper on-call staff for resident emergencies, maintenance needs, and lockouts.

3. Assist with crisis de-escalation and calm interactions.

4. Make independent judgments concerning the need for police or emergency personnel according to established emergency procedures.

5. Coordinate communications with other staff by radio during emergencies and regular work shifts.

6. Maintain a high level of professionalism, communication, and confidentiality in all interactions.

7. Provide an atmosphere of confidentiality and support in which residents and guests/visitors feel safe and respected.

Administrative:

1. Maintain clear and precise documentation by documenting pertinent activity in shift reports, shift briefings, and incident reports for review.

2. Complete Daily Activity Reports, Log Book entries, Incident Reports and all relevant reports related to job assignment.

3. Assist staff with mailings and other special projects.

Minimum Qualifications:

Education: Must have High School Degree or GED

Experience: Prefer one-year work experience as a receptionist or customer service representative with high volume of telephone and in-person contact, or ability to demonstrate.

Required Knowledge, Skills, and Abilities:

·         Effective oral and written communication skills.

·         Dedication to quality customer service and ability to effectively communicate with diverse populations required.

·         Experience with homeless populations and mental health consumers.

·         Dependability is required.

·         Ability to handle multiple tasks and execute office skills.

·         Some computer skills helpful.

·         Ability to interact with persons of diverse cultural backgrounds.

·         Must be able to pass a criminal background check and drug test.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of the jobs, the employee is regularly required to stand; walk; use hands, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision and depth perception.

Job description

General Statement of Duties: Leads and empowers an innovative organization of excellence dedicated to transforming lives and helping families overcome poverty

Status: Full-time / Exempt

Examples of Duties: (not in order of priority): Any one position may not include all the duties listed; nor do the listed examples include all that may be found in positions of this class.

1. Participate and initiate strategic planning, business and operational meetings that clearly communicate operational goals and help ensure such goals are met or exceeded.

2. Develops and ensures that services address the current crisis and cause of homelessness so that families leave with skills and resources to support housing stability.

3. Run a highly efficient, safe and clean emergency shelter.

4. Set up systems to accurately, comprehensively and timely collect data and use the results to drive all decision-making.

5. Develops and monitors Family Center budget.

6. Ensures staff is provided substantive training, including trauma-informed care, motivations interviewing and other approaches to best assist families in crisis.

7. Models professionalism and problem-solving behavior for staff, volunteers, families, and the community.

8. Oversee the development and implementation of policies and procedures around all aspects of program operations. Direct the creation of tools and procedures for consistent and constant quality improvement throughout the organization.

9. Act as a role model in manifesting the YWCA vision and values of eliminating racism and empowering women and their families.

10. Ensure that the Family Center is a good neighbor at all times and in all ways. Perform as a critical member of the overall YWCA team.

11. Be available for on-call support as needed.

12. Provide leadership in communitywide initiatives dedicated to rebuilding lives and ending homelessness. Advocate for the needs of homeless families.

13. Ensures compliance with policies and procedures, and requirements of government and private funders.

14. Serve as a spokesperson for the YWCA and the Family Center. Represents YWCA Columbus in meetings with partner agencies as part of the community’s integrated family homelessness system, and in community discussions focused on promoting housing stability for families.

Minimum Qualifications: 10 years of relevant experience.

Education:

Required: Bachelor’s in Social Work

Preferred: Master’s in Social Work or Counseling with a license in Social Work (LSW, LISW, etc.) or Counseling (LPC, LPCC, etc.)

Required Experience/Abilities:

• Minimum five years of management experience.

• Minimum five years providing crisis intervention services.

• Experience in a shelter or residential program.

• Extensive knowledge of and commitment to overcoming poverty.

• Must be committed to excellence and highly responsive customer service with a proven ability to work independently. Knowledge and experience in working with diverse populations.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of the jobs, the employee is regularly required to stand; walk; use hands, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision and depth perception.

Core Competencies:

• ACCOUNTABILITY - Accountable for measurable, high-quality, timely, and cost effective results.

• TACT & DIPLOMACY - Treat others fairly in a sensitive and effective way, regardless of personal biases or beliefs.

• INITIATIVE - Takes prompt action to accomplish tasks and meet goals and objectives.

• PROBLEM SOLVING/DECISION MAKING - Identifies and analyzes problems weighing the relevance and accuracy of available information. Generates and evaluates alternative solutions and makes effective and timely decisions.

• QUANTITY/QUALITY of WORK - Pays close attention to detail. Strives to achieve accuracy and consistency in all tasks.

• SERVICE ORIENTATION – Applies effective interpersonal and problem-solving skills when responding to the community we serve.

• STRATEGIC MINDSET – Anticipates future trends and implications accurately. Articulates credible pictures and visions of possibilities that create sustainable value. Creates competitive and breakthrough strategies that show a clear connection between vision and action.

• BUILD EFFECTIVE TEAMS – Forms teams with appropriate and diverse mix of styles, perspectives, and experience. Establish common objectives and a shared mindset. Foster open dialogue and collaboration amongst the team.

• FINANCIAL ACUMEN – Understands the meaning and implications of key financial indicators; uses financial analysis to generate, evaluate, and act on strategic options and opportunities.

YWCA Columbus is an equal opportunity employer

Job Type: Full-time

Pay: $83,000.00 - $88,000.00 per year

Benefits:

• 401(k)

• Dental insurance

• Employee assistance program

• Employee discount

• Health insurance

• Life insurance

• Paid time off

• Parental leave

• Referral program

• Retirement plan

• Vision insurance

Education:

• Bachelor's (Required)

• Master's (Required)

Experience:

• Social work: 10 years (Required)

• Management: 10 years (Required)

• Financial acumen: 7 years (Required)

• Initiative: 7 years (Required)

• Accountability: 7 years (Required)

• Team management: 7 years (Required)

• Service Orientation: 7 years (Required)

Ability to Commute:

• Columbus, OH 43219 (Required)

Ability to Relocate:

• Columbus, OH 43219: Relocate before starting work (Required)

Work Location: In person