Communications Clerk-On Call

Pay

$21.00/hourly

Schedule

Varies

• Day shift: 6:45am to 3:15pm
• PM Evening shift: 2:30pm to 11:00pm or 6:30pm to 11:00pm
• NOC/overnight shift: 10:30pm to 7:00am
• Days: Weekends, holidays, including 1 or 2 days during the week

About the Role

The Communications Clerk is responsible for providing a friendly, warm, efficient, professional, and reliable “front desk/concierge” service to residents, their families, employees, and friends of the Masonic Homes of California. The role ensures the safety and protection of residents, employees, and the Home's property within established policies and procedures. The Communications Clerk embodies the Masonic Homes mission by incorporating the four pillars of safety, personal connection, experience, and efficiency into essential job functions.

Responsibilities

Safety Pillar

• Look for innovative ways to safely perform the job and take action to always put safety first.
• Take personal responsibility for the safety of staff and residents.
• Actively identify areas to minimize individual and organizational risk.
• Use triage and risk assessment as tools for reducing organizational risk and providing appropriate service/care.
• Follow COVID-19 safety measure guidelines of Alameda County Public Health Department (ACPHD) and California Department of Public Health (CDPH).
• Maintain a professional workspace: well-organized, lack of clutter, etc.
• Monitor safety devices, namely fire monitoring equipment, boiler, and smoke detector alarms.
• In responding to an alarm, contact the appropriate personnel and perform acts consistent with established Communication policies & procedures.
• Know and understand your role in emergency situations.
• Initiate a Notification of Temporary Absence form for residents who wish to leave the facility overnight.
• Report equipment malfunctions and breakdowns as soon as possible.
• Remain at the Communication Center until relief for breaks, meal periods, and end of shift arrives.

Personal Connection Pillar

• Treat everyone with courtesy and respect, maintaining proper boundaries of communication.
• Be an active listener and make an intentional effort to treat colleagues with the same courtesy and respect as residents.
• Greet and direct visitors in a friendly and helpful manner.
• Direct incoming calls and messages to appropriate staff or resident.
• Assist residents with outgoing calls.
• Maintain good working relationships with co-workers.
• Cooperate and communicate with co-workers and establish good working relationships with all departments.

Experience Pillar

• Maintain a daily log as appropriate.
• Answer all incoming calls to the Masonic Home of CA standard.
• Receive, coordinate, and distribute all mail and deliveries.
• Assist with general clerical and administrative functions as required.
• Project a professional appearance: well-groomed, appropriately dressed.

Efficiency Pillar

• Support an environment of innovation that constantly seeks new tools and skills to meet goals.
• Partner with other team members to create an environment where goals are met collectively.
• Perform your role efficiently and effectively so residents get the most out of their life experiences.
• Use time and resources wisely.
• Record accurate messages.
• Maintain stock of paper and other office supplies.
• Demonstrate multi-tasking abilities in telephone operation.
• Maintain a current file/listing of residents by name and room number, emergency phone numbers of on-call staff, department extensions, key personnel, etc.
• Create tickets through Worxhub for work orders, guest room/cot reservations.
• Arrange for UBER medical transportation & 24/7 resident volunteer drivers for airport runs.
• Label newspapers for residents and staff for daily distribution.
• Maintain pertinent key and residents’ status logs, issue keys according to established procedures, and maintain accountability for keys.
• Provide back-up support for other departments as appropriate.
• Maintain regular attendance and arrive to work on time.
• Perform general office duties during low volume periods to include sorting, collating, copying, and data entry.
• Maintain cash boxes (4). Sell meal tickets to employees and provide volunteers with free meal tickets.
• Generate POS receipts and perform month-end closing of POS.
• Provide backup assistance for Medical Billings’ essential functions.
• Assist Resident Relations department with general clerical admissions functions, including collating and copying admissions documents.
• Other duties as assigned.

Other Responsibilities

• Mailing services for Acacia Creek residents & staff.
• Answer phone calls forwarded after Concierge’s after-hours (11:00 pm to 8:00 am).
• Monitor Acacia Creek fire alarms.
• Open garage and entrance doors for visitors, residents, and staff after Acacia Creek’s business hours.
• Arrange for transportation through people mover/employee shuttle to pick or drop off at Masonic Home or the lower lot.

Requirements

• 1 year of experience on a Multi-line Telephone Console (preferable but not required).
• Knowledge of computers, internet, and software applications including Windows 7.0 and Microsoft Office programs.
• Skilled in building relationships with residents, staff, and family members.
• Able to work under stress and relate to aging persons.
• Must have a pleasant disposition at all times.
• Awareness of “Concierge Services.”

Qualifications

Any combination of education and experience that would provide the necessary knowledge and abilities listed, typically:

• High School Diploma, College Degree, or equivalent.

Benefits

• A work environment focused on teamwork and support for excellent care.
• A generous contribution to a 401K plan whether or not you participate, and an additional contribution from the company when you participate in the plan.