Part of the Solution (POTS) offers an array of comprehensive and personalized services to fight poverty and hunger in The Bronx, at no cost to clients. Annually, POTS serves more than 35,000 people, including 12,000 children. Our services are organized around three programmatic pillars: a Dignity and Wellness Program provides shower, mail, haircut and medical and dental services; a Food Security Program offers hot meals and groceries; and a Long-Term Stability Program provides guidance on applications for public benefits and mentoring for long-term personal growth.
Role Critical Core Competencies
Customer Service: Strong commitment to superior customer service and quality work. An effective communicator with a passion for explaining procedures and why they exist. Listens patiently and is able to empathize with clients; remains non-judgmental when addressing client needs. Responds effectively to client, guests, and stakeholder questions; respects all internal and external customers/stakeholders. Motivated and willing to go the “extra mile” to connect clients and meet their needs.
Cooperation/Teamwork: Works harmoniously with others; responds positively to instruction and procedures; able to work well with other staff, co-workers, peers, managers, clients and guests; coordinates own work with work others.
Reliably performs tasks independently: Is able to perform tasks with limited supervision and is accountable for the quality of work performed; independently takes initiative for finding ways to improve the level of service.
Organized: Can prioritize, troubleshoot, be practical and use overall agency goals to direct actions; able to manage a variety of tasks and performs them effectively.
Commitment to POTS: Belief in the programs and mission of the organization. A passion for assisting low-income individuals stabilize their lives by meeting their most immediate and basic needs, and then assisting individuals in taking the next steps in their journey towards even greater stability and self-sufficiency. Commitment to the core values of the organization.
Hardworking & Results Oriented: Motivated to achieve a desired goal and ability to plan, manage time effectively and work towards it proactively, going the extra mile if necessary. Analytical, identifies problems and develops solutions. Comfortable being accountable for ambitious goals and understands the role of measurable and data in achieving results.
Flexible and Adaptable: Comfortable with evolving plans and changing priorities. Willing to accept and try new ideas and suggestions, adapt to change, manage competing demands, and alter approach or method to best fit the situation. Self-aware, asks for help and seeks to learn about strengths and weaknesses. Appreciates feedback and strives to improve.
Commitment to Diversity: Genuine interest in soliciting and learning from the diverse perspectives and experiences POTS staff, volunteers, guests and clients bring to POTS’s work. Compassionate and open minded.
Team Player: Takes direction. Can move from follower to leader as needed. Stays positive and manages stress. Able to work toward group goals while recognizing individual perspectives. Collegial and friendly.
Reporting to the Associate Director of Operations and IT, the Receptionist & Office Manager assists with POTS expansion to an additional building that will help us further support our community. The individual will be the first point of contact for clients who have scheduled an appointment with either our Long Term Stability teams or as they seek to engage with POTS’ services. The individual will serve as an intermediary to assist clients in finding the help that they seek. The Receptionist & Office Manager will help to provide a calm and welcoming atmosphere to clients, guide clients to their appointments, answer questions about hours and programs, make appropriate referrals and connections for client services, troubleshoot basic IT issues as they may arise, hand out mail to the POTS staff on premises, and keep a record of all office and janitorial supplies. All the duties of this key position will be performed in a way that ensures POTS’ Core Values of Community, Respect, Hospitality, Empowerment, and Justice are upheld.
·Welcome clients and other visitors
- Maintain the reception area and provide a courteous and professional presence
- Promote awareness and answer client questions about programs
- Guide clients to their appointments or assist clients in scheduling appointments
- Communicate with staff about the arrival of clients and visitors
- Manage the flow of clients for the Long Term Stability team
- Respond to client complaints and inquiries and direct to appropriate supervisors when necessary
- Greet the clients, verify their appointment and guide them to their appointment
- Provided individuals do not have an appointment, individual will assist with setting up appointments for a future date.
- Obtain knowledge about all services and program processes at POTS with the goal of providing correct information to clients and staff to promote efficient and accurate information to all stakeholders.
- -when possible connect clients to additional services at POTS or ensure that client understand next steps that need to be taken to access services. Specifically:
- Obtain knowledge about the wide array of services and benefits throughout the Bronx and NYC that promote client movement towards stability and self-sufficiency with goal of collaborating in the process of in connecting clients to outside services
- Use database system to check returning clients’ history at POTS
- Enter and update client data
- -update client information, for example phone number, email, address, income, etc.
- -check for unfulfilled needs and ask clients for updated information and record relevant updates when possible
- Filing, photocopying, scanning and faxing, as needed
- Perform troubleshooting to diagnose and resolve technological hardware problems (repair or replace parts, debugging etc.)
- Check computer hardware (Webcams, mouses, keyboards, headphones, etc.) to ensure functionality
- Provide technological equipment to those who may need
- Receive, sort and distribute incoming mail
- Monitor and maintain office supplies
- Ensure office equipment is properly maintained and serviced
- Oversees general office operations and gives reports to operational management
- Submitting work order and scheduling repairs for general office space and equipment with approval of direct supervisor
- Ordering repairs for office equipment and maintenance
- Connecting with and escorting vendors
· Spanish language proficiency
· 1-2 years experience as a receptionist or administrative assistant
· Demonstrated interest in human services through previous volunteering, coursework or work experience
· Experience with office technology including computers, Zoom or similar phone system, paperless document management, copier, databases, etc.
· Experience and knowledge of MS Office products
· Culturally sensitive to people with mental illness and other marginalized people
· Identification with POTS’s mission and values
· Associate’s degree preferred
· Work management and prioritizing skills
· Verbal and written communication skills
· Attention to detail
· Computer skills, with an aptitude to learn new systems and procedures
· Hands-on experience with office technology and equipment