DRC Front Desk/ATR Shopper

JOB TITLE: DRC Front Desk/ATR Shopper

REPORTS TO: ATR Director

SUMMARY OF POSITION: The Front Desk / ATR Shopper plays a dual role within the recovery center, serving as the first point of contact for visitors while supporting the Access to Recovery (ATR) program through structured, supervised shopping services. This position requires strong interpersonal skills, professionalism, and attention to detail.

At the front desk, the individual creates a welcoming, supportive environment for members and guests, ensures smooth daily operations, and connects individuals to recovery resources. In the ATR Shopper role, the individual facilitates scheduled shopping trips, ensures compliance with program guidelines and voucher policies, verifies eligible purchases, and maintains accurate documentation. This role also serves as a professional, client-facing representative of the organization, promoting respectful, organized, and efficient service delivery.

PRIMARY RESPONSIBILITIES:

DRC FRONT DESK

• Answer and manage incoming phone calls, provide accurate information, and direct calls to appropriate staff as needed.
• Serve as the first point of contact by greeting all visitors in a professional, welcoming, and supportive manner, setting a positive tone for the center.
• Ensure all members and visitors sign in daily; maintain accurate, organized, and properly dated signin records.
• Guide members and guests to appropriate internal resources and provide referrals to external services when necessary.
• Assist in coordinating recovery coach referrals and connect individuals to appropriate support services.
• Maintain and regularly update resource boards to reflect current programs, events, and available services.
• Provide general administrative support while ensuring the front desk area remains clean, organized, and welcoming.
• Attend recoveryrelated events and provide onsite support as requested.

ATR SHOPPER

• Coordinate and facilitate scheduled shopping trips at designated retail locations in Boston, New Bedford, and Worcester, ensuring punctual arrival and visible presence in appropriate Gavinbranded attire.
• Conduct client checkins at the store entrance, confirm attendance, and monitor adherence to scheduled shopping appointments.
• Review client shopping carts prior to checkout to ensure compliance with ATR voucher guidelines; instruct clients to remove or separate ineligible or unapproved items as necessary.
• Supervise the checkout process to ensure transactions are conducted accurately and in alignment with voucher limits and ATR policy.
• Ensure all required signatures are obtained on ATR vouchers prior to payment; verify that total purchase amounts do not exceed clientapproved budgets.
• Process transactions using ATRissued credit cards, selecting “credit” and obtaining printed receipts for all purchases.
• Collect and organize documentation by placing printed receipts and signed vouchers in participant envelopes and distributing gift receipts when appropriate.
• Accurately calculate and record any remaining client balances; inform clients of the carryover process for unused funds.
• Submit receipts and completed documentation to Travel Bank and ATR Billing in accordance with established protocols and timelines.
• Address any incidents of shoplifting, disruptive behavior, or policy violations by intervening appropriately, cancelling remaining shopping if necessary, and reporting the incident to ATR leadership.
• Communicate any issues with vouchers or unscheduled clients to the ATR Coordinator, following outlined procedures for resolving such situations.

REQUIREMENTS:

• High school diploma or equivalent.
• Must possess a valid MA driver’s license.
• Must be able to pass MA CORI and Drug Testing requirements
• Demonstrated understanding of, and committed to adhering to, federal and state policies (42 CFR Part 2, HIPAA)
• Candidates with lived expertise are encouraged to apply, if in recovery, must have two years of continuous sobriety
• Strong interpersonal skills with the ability to communicate respectfully and professionally.
• Attention to detail and ability to follow written procedures.
• Reliable transportation and punctuality for scheduled shopping days.
• Ability to maintain confidentiality and uphold client dignity.

DESIRED SKILLS:

• Experience working in recovery services, human services, or with vulnerable populations.
• Familiarity with Gavin Foundation programs or similar voucherbased systems.
• Bilingual/bicultural abilities are a plus.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS:

• This role involves sitting and standing for extended periods at the front desk, walking throughout large retail stores, and occasionally lifting/moving shopping bags.
• Shopping occurs in a variety of retail environments with exposure to busy public spaces.
• Travel between stores and program sites required.

Gavin Foundation has 250 employees and offices in South Boston, Quincy, Dorchester, New Bedford and Worcester. Gavin Foundation is an Equal Opportunity Employer, and we value diversity in our workforce. We are committed to providing equal opportunities to all job applicants and employees. The Gavin Foundation considers all qualified applicants, and we encourage individuals with disabilities and veterans to apply.

About Gavin Foundation Inc

The Gavin Foundation is a nonprofit agency providing comprehensive adult, youth and community substance abuse education, prevention and treatment programs. Established in South Boston in 1963, we now serve over 10,000 individuals each year from Massachusetts and beyond. The Gavin Foundation offers a continuum of care to individuals, support services to their families, and programs to increase community awareness and acceptance regarding addiction and recovery.