Front Desk Attendant (Franklin Shelter)

The Front Desk Attendant at Shepherd’s House Ministries is a part-time, non-exempt position with a swing shift schedule (2pm - 10pm) and weekend availability required.

About the role

We are looking for a passionate and mission-driven Front Desk Attendant to help us expand our impact across all sites and advance our life-changing work. The Front Desk Attendant is the first point of contact for participants, staff, volunteers, and visitors at Franklin Shelter.

Responsibilities

• Greet and assist all participants, staff, volunteers, and visitors as they enter, providing information, direction, and support as needed.
• Accurately log participant check-ins, manage intake forms, and maintain up-to-date records in the database.
• Serve as a communication hub for The Lighthouse, ensuring that all inquiries and messages are directed to the appropriate staff members in a timely manner.
• Maintain the flow of operations at the front desk, ensuring accurate documentation.
• Assist in the distribution of supplies to participants, such as hygiene products, clothing, and bedding, as needed.
• Address any conflicts or concerns at the front desk, utilizing de-escalation techniques and involving security staff or supervisors when necessary.
• Perform administrative tasks related to front desk operations, including filing, data entry, and managing phone calls and emails.
• Ensure that the front desk area is clean, organized, and welcoming at all times.
• Work closely with other staff members to ensure smooth operations, attend team meetings, and participate in ongoing training.

Qualifications

• Strong interpersonal and communication skills; ability to work respectfully with diverse populations.
• Basic computer skills, including data entry and email.
• Ability to maintain accurate records and follow confidentiality requirements.
• Ability to remain calm and use de-escalation skills in stressful situations.
• At least 1 year of customer service, front desk, or administrative experience.
• Experience in a nonprofit, shelter, healthcare, or social services setting.
• Familiarity with or willingness to learn HMIS.
• Training or experience in trauma-informed care or conflict de-escalation.
• Bilingual (Spanish preferred).

Physical/Working Conditions

• Desk Work: Significant time sitting at a desk, inputting important information into the Homeless Management Information System (HMIS), and managing other administrative tasks.
• Participant Interaction: Engage in participant intakes, requiring strong interpersonal skills and the ability to de-escalate situations when necessary.
• Physical Activity: While primarily desk-based, the role may also require walking around the facility and the ability to lift up to 25 pounds as needed.