Receptionist/Intake Coordinator/Volunteer Coordinator

DIVISION: Victim Services

LOCATION: Colville

REPORTS TO: Operations Program Manager

SUPERVISES: Volunteers, Volunteer Receptionists and Clerical Assistants

DATE OPEN: 11/10/2022

OPEN UNTIL FILLED

STATUS: Non-Exempt

Full-Time 40 Hours Per Week, $21.65-$23.42 Per Hour

Summary

Provides information, assistance and intake of clients, assessing current needs. Develops service strategies and makes appropriate referrals internally and externally. Performs routine to moderately complex clerical duties using independent judgment within established procedures. Compiles various reports and answers client and employee questions based on Agency procedures. Answers sensitive client inquiries. Acts as staff support. Trains and schedules clerical office volunteers and volunteer receptionists.
Recruits and maintains a pool of volunteers to meet contract requirements and assists with projects. Coordinates special projects using volunteers.
Provides in person response, including but not limited to medical advocacy, to victims as needed. Serves victims in crisis as needed.

Examples of Duties & Responsibilities

Receptionist/Intake Coordinator:

  • Serves as the confidential receptionist and intake coordinator for Rural Resources Victim Services and Children’s Advocacy Center.
  • Coordinates initial intake; screens for eligibility.
  • Reviews intake forms for accuracy and completeness of information; schedules appointments with staff as necessary.
  • Assists the public or other agencies by phone or in person; determines nature of business; provides general assistance and handouts within the scope of knowledge and authority or refers to the appropriate individual.
  • Receives incoming calls; screens and routes calls to appropriate individuals or departments; takes and routes messages; provides basic information within scope of knowledge and authority.
  • Receives and distributes incoming mail; as directed, prepares outgoing mail for program; records codes on mail.
  • Types and distributes a variety of correspondence and documents; proofreads all work for grammatical composition and spelling; makes copies and collates for appropriate distribution.
  • Maintains efficient manual and automated filing systems and client databases, including brochure inventory, the newsletter database, VAMS, and the InfoNet database in accordance with general record-keeping procedures and routines; enters and retrieves documents and information as necessary.
  • Takes minutes at staff meetings in the absence of the Operations Program Manager.,
  • Plans, organizes and conducts training and technical assistance for reception and clerical assistant volunteers within scope of knowledge and authority; schedules work of assigned volunteer staff.
  • Contributes to special projects by assisting division staff.
  • Maintains staff calendar.
  • Maintains Victim/Perp Database and VAMS Client Database.
  • Acts as Key Operator for copier, fax machine, and printers.
  • Maintains supply of required forms and files; requisitions office supplies, publications, resources, and/or equipment as needed.
  • Serves as purchasing agent for staff office supplies, tracks orders, and requisitions the office supply invoices through Microix.
  • Maintains reception and waiting areas in a clean and orderly manner; coordinates equipment repair, maintenance, and replacement of materials and equipment.
  • Provides coordination of information between agency administration, outside agencies, and the general public; provides information within the scope of knowledge and authority.
  • Assists Volunteer Program Manager with the preparation of the pre-service volunteer trainings.
  • Assists the Community Engagement team with newsletter mailing.
  • Accepts donations, records, and distributes information to appropriate individuals.
  • Ensures security of appropriate doors and filing cabinets.
  • Verifies attendance, reserves conference rooms, and orders food for various meetings.
  • Maintains miscellaneous mailing lists.
  • Remains current on agency and community-based resources.
  • Maintains accurate records as necessary to provide for documentation and evaluation of referrals and services.
  • Prepares necessary reports and correspondence.
  • Provides in-person response, including but not limited to medical advocacy, to victims as needed.
  • Serves victims in crisis as needed.

Performs other related duties as assigned.

Volunteer Coordinator:

Volunteer Program:

  • Ensure coverage of 24/7-Help Line and provide backup as needed. Provide assistance to Help Line volunteers as necessary.
  • Recruit volunteers for a variety of roles, including, but not limited to, the Help Line, transportation, childcare, fundraising, clerical assistance, Women Making a Difference committee, or community education.
  • Ensures the efficient and economical use of program funds, personnel, materials, facilities, and time; prepares and submits required funding requests and reports.
  • Create, maintain, and distribute volunteer application packets to potential volunteers.
  • Oversee completion of criminal history checks; conduct in-depth reference and background reviews.
  • Interview and screen all potential direct service volunteers prior to pre-service training, determine who to accept into training, and interview again at the end of training to determine potential placement. Encourage all volunteers (even if not planning to do direct services) to attend pre-service.
  • Arrange pre-service training for new direct service volunteers.
  • Assure volunteers receive policies and procedures and necessary forms.
  • Arrange ongoing in-service training for volunteers to meet Washington State requirements.
  • Maintain individual volunteer files including application, criminal history check, training hours, timesheets, and driver’s license/auto insurance if necessary.
  • Maintain volunteer database including tracking all volunteer activity for reports.
  • Recognize volunteer’s contributions on an on-going basis.
  • Coordinate activities for National Volunteer Appreciation Week in April.
  • Maintain list-serve for communication with and between volunteers.

Supervision:

  • Assigns, supervises, schedules and evaluates the work of direct service volunteers.
  • Coordinates debriefing sessions for difficult or traumatic cases.
  • Conducts annual evaluations of direct service volunteers.
  • Coordinates and supervises volunteers work such as community events, fundraising or educational activities.

Community Education:

Engages volunteers to assist and coordinate all outreach, training and prevention activities with all other staff responsible for similar aspects of community work. Prevention activities are not performed under the CVSC grant.

Performs other related duties as assigned.

Knowledge Skills, and Abilities

Receptionist/Intake Coordinator:

  • Ability to treat sensitive information and material with confidentiality.
  • Ability to assess client initial needs and make referrals to appropriate staff.
  • Ability to interpret and apply department information in making work decisions and providing information to others.
  • Knowledge of modern office procedures, practices, and equipment.
  • Knowledge of business English, grammar, spelling, punctuation, and composition.
  • Knowledge of computerized and manual recordkeeping systems and the ability to maintain them.
  • Ability to operate standard office equipment such as computer, typewriter, calculator, copier, multi-line telephones, etc.
  • Ability to prepare reports, correspondence, and documentation.
  • Ability to communicate effectively with the general public using tact, courtesy, and good judgment to provide clear explanations of program policies and procedures.
  • Ability to communicate effectively, both orally and in writing.
  • Ability to establish and maintain effective working relationships with agency staff, other agencies, and the general public.
  • Ability to understand and execute oral and written instructions, policies, and procedures.
  • Ability to operate a computer including familiarity with basic word processing programs.
  • Ability to work independently and make decisions regarding work methods and priorities.
  • Ability to operate a multi-line phone using a clear well-modulated voice and good diction.
  • Ability to type 50 wpm.

Volunteer Coordinator:

  • Demonstrated ability to effectively communicate orally, particularly with the general public, using tact, courtesy, and good judgment to provide clear explanations of program policies and procedures.
  • Demonstrated ability to coordinate and motivate the work of volunteers.
  • Ability and willingness to maintain client confidentiality
  • Ability and willingness to work flexible hours including nights and weekends.
  • Knowledge of modern office procedures, practices, and equipment. Ability to operate standard office equipment such as copier and multi-line telephones.
  • Ability to operate a computer and use Microsoft Office 2010 software. Knowledge of computerized and manual recordkeeping systems and demonstrated ability to maintain documentation and reports.
  • Ability to communicate effectively in writing, to prepare correspondence, reports, create job descriptions or applications for funding or projects.
  • Ability to establish and maintain effective working relationships with volunteers, agency staff, and the general public.
  • Ability to understand and execute oral and written instructions, policies, and procedures.
  • Ability to work independently and make decisions regarding work methods and priorities.
  • Ability to manage time effectively and be organized.

Required Education or Experience

Associates Degree in secretarial skills, two years’ experience, with progressive responsibility, typing, data entry, and a knowledge of office procedures preferably in a social service agency; prefer training in crime victim field.

Any combination of education and experience which would provide the applicant with the desired skills, knowledge, and ability required to perform the job.

Required Certifications & Licenses

Preferred Certifications & Licenses

REQUIRED CERTIFICATION AND LICENSES:

  • Valid driver’s license in the state of residence.
  • Auto insurance in the amounts required by the State of Washington.
  • Access to reliable transportation.
  • Acceptable completion of a criminal history background check.

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job.

  • While performing the duties of this job, the employee is regularly required to, stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone, and keyboard reach.
  • Specific vision abilities required by this job include close vision requirements due to computer work.
  • Light to moderate lifting is required.
  • Ability to uphold the stress of traveling.
  • Regular, predictable attendance is required.

The work environment characteristics described are what is encountered while performing the essential functions of this job.

  • Moderate noise (i.e., business office with computers, phone, and printers, light traffic).
  • Ability to work in a confined area.
  • Ability to sit at a computer terminal for an extended period.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer

Rural Resources Community Action provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.