Reception Area Scheduler
Summary: This position provides customer, clerical and administrative support services to the National Immigrant Justice Center (NIJC) and facilitates reception area, scheduling of program assignments and related clerical services. This position screens a high volume of incoming calls and schedules appointments and/or directs calls to the appropriate NIJC staff. This position is also responsible for the deployment of and conversion of hard files to electronic records keeping system for legal documents, initial case assessment and scheduling of individuals for appointments for appropriate programs; generating reports from the database; and ensuring compliance with office policies and procedures. This position also requires familiarity with specific program needs and procedures. Individual accountabilities and work volume will be established through the development of annual Success Objectives, within the framework outlined below.
Essential Duties and Responsibilities:
- Greets visitors and performs operator functions, answers incoming calls and
- Screens requests for assistance, evaluates callers’ service need, and routes calls as needed or responds appropriately.
- Accurately directs incoming calls from participants, community organizations, and other external parties
- Accurately communicates program information and process to participants
- Registers and assesses participants for program eligibility
- Routes visitors and clients and directs incoming mail and correspondence to the appropriate staff person
- Possess good verbal communication and human relations skills, and responds to requests within the parameters of the position. Has in-depth knowledge of the program and overall organization operations and answers questions clients and visitors may have in relation to organization-wide program and administrative functions.
- Maintains up-to-date information on emergency and other services, and provides such information to callers and visitors as needed.
- Responsible for reporting of pending appointments, completed assignments, and timely transmittal of any fee income to the appropriate concerned parties under the direction of the Program Director.
- Implements electronic scanning and uploading of client files into NIJC’s database, in accord with program record retention guidelines and regulations
- Reviews closed files to determine documents to be scanned into NIJC’s database
- Scans appropriate content of files
- Oversees file destruction of scanned files
- Maintains and updates appointment scheduling system including:
- Assesses callers to determine appropriate scheduling for different NIJC projects
- Conducts income assessment with clients
- Enters accurate information into NIJC’s database and appointment systems when scheduling participants with appropriate staff and project
- Educates participants regarding responsibilities, services, fees, grievance policy and confidentiality
- Accurately collects fees, enters fee data into database, and issues receipts
- Produces accurate fee reports and reconciles fees collected
- Accurately assesses, explains and collects fees, and issues receipts to participants.
- Collects financial obligations, arranges method of payments and resolves accounts according to standard protocols.
- Processes cash and credit card payments and reconciles cash receipts to cash-on-hand daily.
- Manages contents of NIJC safes, in accord with program cash, and cash equivalent management policies.
- Other Duties
- Acts as liaison between the Program and the office building management, maintenance staff, etc., resolves routine problems and refers non-routine problems appropriately.
- Acts as a liaison between Financial Accountability Services Department and Program in relation to Petty Cash, incoming payments, and funds encounter forms, purchase orders, etc.
- Prepares data reports and analysis as assigned.
- Assumes responsibility for clerical and support components of other Program tasks and special projects.
- Routine clerical support tasks for the program including but not limited to word-processing, filing, photocopying, distribution of mail, etc.
- Attends and participates in clerical team meetings and/or related projects. Chairs clerical team meetings and presents topics for clerical training seminars as requested. Ensures the comfort of visitors in the reception area. Maintains an appropriate professional demeanor at all times, towards co-workers, visitors, clients, supervisors and all others. Other duties may be assigned.
- Maintains office equipment, orders office supplies and forms as needed and reports needs to the Program Director.
- Prepares and submits purchase orders through Heartland Alliance’s electronic system.
- Maintains an appropriate professional demeanor towards co-workers, visitors, clients, supervisors, and all others.
- Other duties may be assigned.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Education and/or Experience: High School Diploma or GED and three years of experience; Associate Degree and one year of experience; or a Bachelors Degree.
- Language Skills: Fluency in written and spoken English and Spanish is required.
- Computer Skills: Intermediate computer skills including Microsoft Office applications, internet searching and web-based database.
Physical Demands: 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 regularly required to talk or hear.
- While performing the duties of this job, the employee is frequently required to sit and use hands to finger, handle, or feel.
- While performing the duties of this job, the employee is occasionally required to stand and walk.
- While performing the duties of this job, the employee must occasionally lift and/or move up to 25 pounds.
Heartland Alliance makes all hiring and employment decisions, and operates all programs, services, and functions without regard to race, receipt of an order of protection, creed, color, age, gender, gender identity, marital or parental status, religion, ancestry, national origin, amnesty, physical or mental disability, protected veterans status, genetic information, sexual orientation, immigrant status, political affiliation or belief, use of FMLA, VESSA, military, and family military rights, ex-offender status (depending on the offense and position to be filled), unfavorable military discharge, membership in an organization whose primary purpose is the protection of civil rights or improvement of living conditions and human relations, height, weight, or HIV infection, in accord with the organization's AIDS Policy Statement of September 1987