Receptionist​/Intake

Position Purpose

Under direction of the Program Manager, the Front Desk Receptionist assumes responsibility for efficiently managing the front lobby desk and serves as a welcoming face and initial point of contact for our organization. This role involves adeptly screening and guiding visitors, promptly handling incoming phone calls, and maintaining oversight of both interior and exterior program spaces. The receptionist operates around the clock, seven days a week, ensuring seamless support.

The Pathway Home Housing Project is a HFH funded program, operated by JWCH. The Team consist of a cohesive team of MSW, case managers, site monitors and other professionals who collaborate to provide housing and critical services to People Experiencing Homelessness (PEH) and those who have previously experienced homelessness. The clients/residents may come with behavioral and/or substance abuse issues. The program utilizes the Harm Reduction Model and we “do whatever it takes” to encourage success of the client.

• Greet and engage visitors warmly and professionally, exemplifying the welcoming face of the Cecil Hotel‑Safe Landing site.
• Skillfully guide and direct individuals entering the front reception lobby to their intended destinations.
• Enforce boundaries tactfully and assertively, ensuring appropriate behavior and access while maintaining a consistently friendly demeanor.
• Vigilantly observe and assess behavior in the front reception area, promptly reporting any suspicious or inappropriate conduct to Sheriff security.
• Handle incoming calls with a positive and respectful manner that reflects positively on the program.
• Accurately record messages and disseminate important general information to inquiries.
• Log building status updates, promptly communicating with designated personnel including DHS facilities contact and Program Manager.
• Regularly conduct hallway and exterior building checks, meticulously logging findings.
• Utilize security cameras and adhere to established safety and security protocols to ensure a secure environment.
• Maintain comprehensive monthly safety and required program reports and logs.
• Share patient information exclusively with authorized personnel directly involved in patient care.
• Safeguard all documents containing patient identifiers with utmost confidentiality.
• Proactively identify potential safety concerns and promptly report them to your supervisor.
• Engage in assigned staff, quality improvement, and in‑service training meetings as required.
• Contribute to safety programs, potentially serving on emergency response teams.
• Demonstrate courtesy, compassion, and mutual respect in all interactions.
• Adhere to all organizational safety policies, procedures, and regulatory requirements to ensure a safe environment for patients, staff, and visitors.
• Participate in required safety and compliance trainings and apply learned practices in daily work activities.
• Identify, report, and help mitigate unsafe conditions, incidents, or hazards in the workplace.
• Use equipment, tools, and supplies safely and responsibly in accordance with organizational and regulatory standards.
• Maintain awareness of infection control, occupational health, and emergency preparedness procedures appropriate to the role.
• Participate in JWCH’s customer service training called AIDET on an annual basis.
• Demonstrate an understanding of AIDET (Acknowledge, Introduce, Duration, Explanation, and Thank You) to apply in patient encounters or team discussions.
• Utilize the AIDET communication framework to communicate with patients and team members in a manner that reduces patient anxiety, increases patient compliance, and improves clinical outcomes.
• Perform additional administrative tasks as delegated, including, but not limited to preparation of intake documents, facilitation of interdepartmental workflow through regular rounds and check‑ins with staff, administrative assistance including documentation for program participants and note‑taking for staff meetings, monitoring of email and phone lines to ensure continued communication between facilities and community partners, daily census monitoring and bed management, and…