JOB SUMMARY:  Maintains front-line operations and other duties as requested by the Executive Director and Assistant Operations Manager. Answers phone calls in a consistent and professional manner and provides information and referrals upon request. Enters consumer statistical information into CIL database. Notifies appropriate staff of visitor arrival and maintains confidentiality. 
 
REPORTS TO:  Assistant Operations Manager


ESSENTIAL FUNCTIONS:

• Oversee general front desk office operations
• Computer proficiency: knowledge of Word, Excel, Publisher, etc.
• Record and standardize all incoming phone messages and email correspondence
• Perform client intakes and upload data into the office database system
• Able to create an organized filing system
• Schedule consumers with appropriate staff member and update staff calendars
• Sort mail
• Provide administrative assistance to staff: mail letters, transcribe correspondence, perform copying, faxing, scanning, and filing.
• Compile listing of local resources for I&R calls: food pantries, crisis clinics, and hospitals, affiliate disability organizations and groups, etc.
• Maintain a safe and clean reception area by complying with all procedures, rules, and regulations.
   

1. Accuracy – Work is performed carefully and with minimal errors.
2. Attendance - Regularly report to work when scheduled. Returns from work breaks and lunchtime prescribed.
3. Attitude – Shows pleasant disposition to callers, consumers, fellow employees and others.
4. Communication – Grasps important information when communicated with and expresses written and/or verbal communications effectively.  Keeps associates and supervisor adequately informed about important issues.
5. Cooperation – Shows willingness to work with others.
6. Courtesy – Actions and words are polite and courteous when dealing with consumers, other employees and others. 
7. Dependability – Works independently, maintains energetic work style, meets expected deadlines and work standards without constant supervision.
8. Decision making – Demonstrates the ability to arrive at sound decisions or knows when to ask for help.
9. Execution – Ability to implement and follow a project through to the end.
10. Flexibility – Adapts to new or unusual situations or changes without affecting performance of department work procedures.
11. Initiative – Takes steps to commence working on task or project without having to be told to do so.
12. Job Knowledge – Understands the principles, methods and processes needed to perform the job.
13. Listening – Attentive to the concerns, ideas and issues brought up by consumers, fellow employees and others.
14. Perseverance – Shows determination to continue a course of action in spite of difficulties encountered along the way.
15. Tact – Demonstrates careful discretion and diplomacy when dealing with consumers, other employees and others.
16. Networking Skills – Establishes and maintains effective relations with relevant individuals and groups.
17. Leadership – Motivates and assists others to perform their work most effectively.
18. Quality of work – Demonstrates neatness and thoroughness with a minimal amount of errors.
19. Quantity of work – Handles standard amount of work as required by the position.