Office Coordinator

POSITION OVERVIEW

This position is primarily responsible for ensuring a welcoming, positive, person-centered environment using trauma-informed principles and excellent customer service. This role combines front desk responsibilities with client engagement, environmental monitoring, and safety oversight to support the health and well-being of all clients, visitors, and staff. This position plays a vital role in fostering a sense of community while maintaining appropriate boundaries and ensuring compliance with agency policies and safety protocols.

REPORTING STRUCTURE

There are no staff members reporting to this position.

SPECIFIC RESPONSIBILITIES

Client Engagement and Support

· Create a warm, respectful, and inclusive front office presence that promotes trust and belonging.

· Actively engage clients using trauma-informed communication and relational approaches.

· Support clients in integrating into the community with positive behavior and social norms.

· Build rapport and mentor clients who may be struggling with group dynamics or behavioral expectations.

· Model respectful, non-judgmental, and compassionate behavior at all times.

Building Safety & Environment

· Implement and monitor check-in/check-out protocols to ensure controlled and safe access to the building.

· Conduct regular walkthroughs of interior and exterior spaces (offices, hallways, bathrooms, courtyard, parking lot, exterior grounds etc.) to assess for safety concerns and maintenance needs.

· Identify early signs of client distress, crises, or conflict; initiate appropriate support responses and follow de-escalation protocols.

o Develop and enforce healthy norms using a harm reduction approach, while ensuring regulatory and standards compliance, for example:

o Enforcing a no smoking ban within 25 feet of building entrances, while offering smoking cessation support and alternative areas where smoking is permitted.

o Conducting bag checks and personal items searches with great care and respect of privacy, explanation of the purpose, and not more than what is necessary to ensure a safe environment.

o Removing dangerous items and persons from the premises, such as offering alternatives that reduce harm to people or property.

· Actively collaborate with staff to flag potential risks and ensure follow-up with clients.

Administrative & Operational Support

· Answer and direct phone calls, emails, and faxes according to protocols.

· Perform office tasks including mail distribution, room restocking, key management, client ID badge creation, and deliveries.

· Support managers in implementing building policies and procedures.

· Document incidents thoroughly and accurately; participate in follow-up actions as needed.

· Maintain confidentiality and share sensitive information only on a need-to-know basis.

· Perform other miscellaneous tasks as required by the Office Manager.

KNOWLEDGE, SKILLS, AND ABILITIES

- Proactive, assertive engagement

- Strong interpersonal skills

- Communicate clearly and effectively in both written and verbal communication

- Professional attitude and appearance

- Ability to demonstrate genuine care and concern and develop trust-based relationships

- Conflict early identification, de-escalation, and management

- Ability to correctly interpret and enforce policies and procedures

- Multitasking and flexibility to changing priorities

- In urgent situations, ability to function decisively, with authority and be resourceful

- Walk and stand for extended periods of time

- Lift and carry deliveries, supplies, and other items as needed (up to 25 lbs)

- Knowledge and comfort working with individuals with mental health disorders and/or substance use with a non-stigmatizing, supportive approach

EDUCATION, WORK EXPERIENCE AND JOB REQUIREMENTS

Education: High School Diploma and/or equivalent professional experience working in a role related to behavioral health, human services, customer service, or safety/security.

OJT: 90 days training required for effective performance. Within 90 days of employment, successfully complete training/certification and demonstrate proficiency in: Mental Health First Aid, CPR, First Aid, AED, Naloxone and Overdose Prevention.

Other Job Requirements: Proficiency in using technology, including Microsoft Office applications, office equipment (printers, fax machines, scanners, etc.)