Job Objective: Provide program, office, organizational, and clerical support to the Supportive Services for Veterans (SSVF) program and the Program Director in a fast-paced work environment with strict confidentiality standards and multiple deadlines. Provides professional customer service and a helpful attitude at all times as a first point of contact with Veterans, referrals, vendors, community stakeholders, employees, and others.

Essential Functions:

• Customer Service: Answer phones and route callers to the appropriate staff member to assist them. Greet visitors and guests and accompany them to the designated waiting area within a reasonable amount of time. Maintain a positive, helpful, respectful, patient, and professional demeanor with all callers/visitors regardless of their behavior.
• Information & Referral: Provide general information about the SSVF program to callers and walk-in visitors. Document and record requests for information, services, referrals, and inquiries.
• Program Pre-screening: Using established protocols, pre-screen phone callers and walk-ins at the "front door" to collect basic information pertaining to Veteran status and immediate housing needs. Route pre-screening information to the appropriate SSVF team (Service Coordinator/Case Manager/Veteran Navigator) in the service area corresponding to the Veteran's location. Provide assistance in making follow-up contacts with Veterans as requested.
• Receptionist Coverage: Provide periodic coverage assistance of the Linwood Center reception desk on a back-up or rotating basis. Assist and direct callers to the appropriate staff member or resource. Provide referral information to callers and walk-ins. Follow security protocols and activate crisis intervention team security measures for any threats of violence or disruptive behaviors.
• Confidentiality: Ensure confidentiality in accordance with established procedures and regulations. Will often handle sensitive agency, program, staff, and client information therefore it is critical to maintain proper confidentiality protocol and behave in a way that suggests personal discretion, good judgement, and integrity. Trustworthiness and discretion is paramount.
• Mail: In keeping with Fraud Risk Reduction policy, opening and distributing SSVF program mail with an assigned supervisor as witness. Provide mail runs to headquarters as needed and/or scheduled.
• Supplies & Inventory: Order and/or pick up program supplies as authorized by the Program Director. Maintain up to date office furnishings/equipment inventory spreadsheet, updating with each purchase and verify condition annually with each site/office.
• Filing: Maintain an organized filing system for Veteran participant records according to confidentiality standards and program policies and procedures. Implement a file "sign-out" ensuring files are only released to personnel with access privileges and that files are returned and not misplaced. Conduct electronic archiving of files per policy/procedure. Maintain an organized filing system for payroll records, contract files, reports, statistics, and other program communications as directed.
• Clerical & Program Operational Support: Take meeting notes as assigned and distribute to team members. Maintain policy/procedure manuals in hard copy and electronically for staff access at each site, keeping them up to date and organized and maintain staff acknowledgements of review, including any changes. Assist with reconciliation of check requests. Keep contact lists and staff resource materials up to date and distributed as updated. Develop and maintain a variety of databases: personnel information, staff training, vendors, community resources, and enrollment/exit participant information. Attend team meetings as requested and attend in-service and outside training as requested. Special projects and other duties as assigned.
• Continuous Quality Improvement: Record outcomes from consumer, staff, and community agency satisfaction surveys in a database for presentation to the management team by the Program Director. Maintain payroll records. Assist the Program Director in a variety of administrative tasks.

Key Performance Indicators:

• Communication: Verbal and written communication is clear and professional and listens effectively to others
• Works Efficiently: Understands and performs job roles, functions, tasks, and responsibilities. Work is focused on program goals and accomplishes assignments
• Service Orientation: Provides appropriate leadership and management of coworkers to ensure delivery of quality services
• Teamwork: Builds good working relationships with others and is cooperative and respectful

• Flexibility/Adaptability: Accepts change in a positive manner, effectively adapts to changing needs of program
• Financial Impact: Values, guards and uses efficiently, the assets, and resources of The Salvation Army
• Initiative: Self-starter and responds appropriately and quickly
• Self-Development: Seeks new opportunities to learn and grow in job duties
• Technology Proficiency/Change: Learns and adapts to new procedures, policies, and technologies
• Innovation/Creativity: Generates ideas and offers solutions
• Attendance/Timeliness: Good attendance, punctuality, prioritizes tasks, and responds promptly

Minimum Qualifications:

Education: Minimum requirements are a High School Diploma or equivalent

Experience: Preferred experience in office administrative support in a health care or non-profit environment with generalist book-keeping experience. Veteran or family member of active military or Veteran preferred.

Certifications/Licenses: None required, but prefer evidence of certification and/or training in Microsoft software applications including Excel and Access. Prefer certification in office management or equivalent.

Skills/Abilities/Competencies:

• Collaborative Skills & Competencies: Ability to form collaborative alliances and contributions in a team oriented work environment
• Communication Skills & Competencies: Professional written and verbal communication skills in Standard English
• Cultural Competency Skills & Competencies: Adaptable in culturally diverse environments, respect for cultural differences, and comfort level working with "military" and "veteran" cultures
• Customer Service Skills & Competencies: Ability to build trust using listening skills, conflict resolution, and mediation, and going above and beyond to be helpful and pleasant

• Coach-ability: Receptive to feedback, willing to learn and embrace continuous improvement.
• Time Management: Manage tasks and deadlines simultaneously
• Office Functions: Ability to operate telephone and electronic communication devices; ability to operate office equipment including, but not limited to personal computer, copier, fax machine, and scanning equipment

Supervisory Responsibility: None

Physical Requirements: Include sitting, walking, standing, bending, squatting, climbing, kneeling, and twisting on an intermittent or occasional basis; grasping, pushing, and pulling objects; reaching overhead; lifting up to 25 lbs. occasionally. Reasonable accommodation may be made to enable individuals to perform the essential functions of this job.

Travel: Local travel on occasion using the agency's fleet vehicle

Driving: Must possess a valid driver's license from the state in which you reside. Must be approved through The Salvation Army Fleet Safety Program to drive either a Salvation Army or personal vehicle on Salvation Army business.

Working Conditions: Full-time position and work is performed in a typical office environment but the majority of the work occurs outside of the office. Requires written/verbal communication skills in Standard English. Must pass a background check and meet requirements of agency's drug free workplace policy.

Other Requirements: The SSVF program provides services to vulnerable adult households. Applicants with felony convictions for child abuse, endangerment, or crimes against persons, cannot be considered.

All employees recognize that The Salvation Army is a church and agree that they will do nothing as an employee of The Salvation Army to undermine its religious mission.

The Salvation Army Mission: The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

The Salvation Army is an equal opportunity employer. Candidates who are back-to-work, US Veterans, people with disabilities, people who have been impacted by the justice system, and/or people without a college degree are encouraged to apply.