Administrative Assistant – FT

JOB SUMMARY A generalist position that provides administrative support and capacity to the Program Director, Case Manager, and Polly Jean Suites Apartments, and My Place Home for the Homeless shelter with meeting the administrative and clerical functions of their positions. This position will serve as the front-line of back-office support, serving as the backbone of the operations. The position requires the ability to work with, relate to a broad range of stakeholders, and exercise good judgement, as well as the ability to handle sensitive and confidential information and work independently. This is a local position. Selected candidate MUST live in Erie County, New York. Preferably Buffalo or surrounding areas. This position is NOT remote.

ESSENTIAL FUNCTIONS

General

· Answer incoming calls and emails and facilitate appropriate team members.

· Coordinate and schedule meetings for staff.

· Collaborate with Housing Advocate, Case Manager, and Resident Aide serving as backup, particularly administrative support in case management.

· Retrieve, sort, and distribute mail, including travel to Post Office, scanning of documents, and storing of digital and physical files.

· Assist client intake; responsible for ensuring all incoming/outgoing communications and information is accurate and logged, and all documents received (as needed).

· Assist customers with document scanning and uploading their documents (if needed).

· Assist both Shelter and Apartment Teams with special projects, as needed.

Client relations

· Provide administrative support to the Shelter Team and the Apartment Management Team, including physical and digital file management, data entry, and customer triage.

· Bookkeeping for all expenses and invoicing various funding entities, tracking revenue and expenditure.

· Recording and documenting all receipts, bills, and client paperwork to ensure timely invoicing and reimbursement.

· Maintain up-to-date customer files & complete data entry for reporting in accounting programs, including MS Excel, Google Sheets, Wave App, and other databases.

Specific functions and duties

· Respond to telephone/email/mail/in person inquiries about products and services. Provide routine information about the Shelter and Apartments to members of the public contacting our office requesting general information.

· Serve as first line of billing and revenue activities, preparing notices of outstanding invoices, making weekly, monthly reports for Program Director and Executive Director. Conducting necessary phone calls and email communications to vendors and funders to ensure financial operational accuracy.

· Process and complete all necessary paperwork related to client data for agency records.

· Organize and maintain accurate files in conjunction with Housing Advocate and Case Manager of client information and program services delivery. Setting up files, including creating file labels, and updating file labels and indexes.

· Assist in assuring completeness and accuracy of documentation of intakes, case notes, client interactions, and any other client-related data on a timely basis. As well as assisting in the preparation of reports using the collected data.

· Assist in the scheduling and coordination of client appointments and Office calendar management.

· Assist with the development of marketing materials and marketing of the services, including sending letters, brochures, and other materials, digital and physical.

· Assist with volunteer, intern, and non-employee members of our staff/team management; serving as a POC to facilitate directives and duties assigned.

· Type reports, memos, correspondence, etc. and proofread them for grammatical and typographical errors.

· Monitor and serve as POC for procurement agent of agency of office supplies, food pantry, clothing pantry and other needs.

· Manage food pantry and clothing pantry inventory and database with the assistance of Program Coordinator.

· Operate standard office machines, including computers, copier, fax machines, and postage machines.

· Assist in planning, scheduling, preparing for, and coordinating community events.

ADDITIONAL RESPONSIBILITIES

· Represent My Place Home for the Homeless, Inc. in a manner that will foster the best possible relationships with potential customers, community partners, and other external stakeholders.

· Manage data quality for new and prospective clients; responsible for ensuring all communications and information is accurate and logged, and all documents received.

· Accomplishes all other duties and tasks as appropriately assigned or requested.

· Exercises sound judgment, maintains confidentiality, and follows policy and procedure.

· Other responsibilities or special projects as requested.

· Willingness to flex time around the needs of the Office.

· Must be able to regard all client information as confidential.

· Would benefit from having valid state driver’s license and reliable vehicle.

· Attentive to detail and good organizational skills.

· Willingness and desire for continued professional development and further development of duties and responsibilities in service to the organization and the clients that we serve.

KEY SKILLS AND ATTRIBUTES

Ø Customer Service – Works with the My Place Home for the Homeless team to provide first class customer support; Provide timely, accurate follow-up and communication is a critical component to success in this role.

Ø Collaborative - Is outgoing, personable and passionate about working with people to further the organization’s mission.

Ø Self-Starter & Team Player – Takes initiative, possesses a strong sense of ownership; Successful collaboration with daily tasks, occasional projects and the attainment of knowledge are necessary to ensuring success in providing the best quality customer experience.

Ø Strong Communication - Is outgoing, personable and passionate about working with people who need help realizing their need for temporary to permanent housing in a safe and comfortable home.

Ø Professionalism - Represents My Place Home for the Homeless team in a manner that will foster and cultivate positive relations with customers, volunteers, fellow team members and community partners. Is detail-oriented with good follow-up.

Ø Comprehensive Communication – The ability to communicate in way that promotes a full understanding and proper context for the recipient to best understand and move forward with the information provided.

Ø Proactive Engagement – Providing the appropriate levels of passion and interest in the position, programs, and missions and goals of the agency that by continually assisting with efforts to improve products, services, operations, in the pursuit of goals and objectives.

Ø Confidentiality and sensitivity to information provided by clients – Maintain the privacy of client information by protecting any information and documentation shared and limiting its distribution and transmission otherwise with only parties granted permission and as needed for facilitation of services.

EDUCATION & EXPERIENCE

· A minimum of two years’ experience in a similar and/or related work environment that utilizes customer service and client management.

· Strong computer skills, including accomplished experience using the Microsoft Office Suite (Outlook, Excel, and Word), HMIS (or a comparable Customer Relationship Management system), Microsoft Windows operating system, and Google Suites

· Highly organized and comfortable managing multiple tasks simultaneously, without sustained supervision.

· High School diploma or equivalent.

KNOWLEDGE, SKILLS & ABILITIES

· Has passion for excellence in customer service; excels in a fast paced, team-oriented environment.

· Highly developed analytical skills, used to identify patterns and discrepancies in data and process flow.

· Strong organizational and highly developed verbal and written communication skills.

· Reliable transportation necessary and a valid ID is encouraged.

· Bilingual English/Spanish a plus (but not required).

PHYSICAL DEMANDS & WORK ENVIRONMENT 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 the essential functions. While performing the duties of this job, the employee is not exposed to weather conditions. The noise level in the work environment is usually moderate. We are an Equal Opportunity Employer.