Front Desk Receptionist

COVENANT HOUSE TEXAS JOB DESCRIPTION:

JOB TITLE: Front Desk Receptionist

DEPARTMENT: Operations

REPORTS TO: Safety and Security Manager

CLASSIFICATION: Non-exempt

PRIMARY FUNCTION: In keeping with the Mission Statement and Principles of Covenant House, the Front Desk Receptionist & Security Liaison is responsible for providing a welcoming, safe, and supportive environment for individuals entering Covenant House Texas. The Front Desk Receptionist & Security Liaison will perform a variety of administrative and security duties while ensuring that interactions with everyone are trauma-sensitive, empathetic, and non-judgmental.

Essential Duties and Responsibilities

Key Responsibilities:

Reception & Customer Service:

• Greet and welcome youth, staff, volunteers and visitors in a professional and empathetic manner.
• Answer phone calls, direct inquiries, and provide information about available services.
• Assist youth with check-in and YEC processes, ensuring a smooth and supportive transition into CHT services.
• Maintain a positive, trauma-informed environment where youth feel respected and heard.
• Approach all interactions with youth, staff, and visitors using trauma-informed practices, understanding the effects of trauma on behavior and responses.
• Maintain a calm, non-confrontational demeanor when addressing challenging behaviors, de-escalating situations without resorting to force or punitive measures.
• Respect youth privacy, autonomy, and personal boundaries while ensuring safety protocols are followed.

Security & Safety Oversight:

• Monitor the entrance and grounds of the campus to ensure the safety of all youth and staff.
• Ensure the safety and security of the campus's premises by monitoring entry and exit points, surveillance systems, and common areas.
• Maintain security protocols, including checking identification, visitor logs, and restricted access areas.
• Respond promptly and appropriately to any safety or security concerns, following established protocols to de-escalate conflicts or emergencies.
• Ensure that emergency procedures (e.g., fire drills, evacuations) are understood and followed by all individuals on the premises.

Administrative Duties:

• Maintain accurate up-to-date records of daily logs, including but not limited to vehicle check-outs, visitor logs, and petty cash transactions.
• Responsible for reconciling petty cash on a daily/weekly basis, ensuring accuracy and accountability.
• Perform routine office tasks, such as making copies, sorting mail, and filing documents.
• Maintain organization and order within the front desk area.
• Maintains a vehicle log and verifies the status of staff driver's licenses to ensure they are active and valid prior to the use of any company vehicle.
• Track daily logs for the sign-out process of CHT vehicles, keys, and gas cards.
• Ensure all equipment is returned promptly and in good condition.
• Distribute Outreach funds to youth, ensuring all transactions are logged accurately and maintain records of fund distribution in accordance with CHT policies.

Conflict Resolution & De-escalation:

• Use effective CPI de-escalation techniques to manage conflicts or behavioral concerns, ensuring a safe resolution for all involved.
• Work collaboratively with CHT staff and case managers to address behavioral or emotional issues, ensuring that any actions taken are in line with trauma-informed care principles.
• Assist in managing challenging situations in a way that supports youths' emotional needs and minimizes further trauma or distress.

Incident Reporting & Documentation:

• Document all security-related incidents, including disruptions, safety concerns, and emergency situations, in a clear and timely manner.
• Complete detailed reports on security activities, incidents, and interventions, ensuring that information is accurately logged for future reference or review.
• Follow up on incidents to ensure that appropriate actions are taken and that necessary resources are provided for youth or staff.

Emergency Response:

• Respond swiftly and appropriately to emergency situations, such as medical emergencies, fires, or physical altercations, while maintaining a trauma-sensitive approach.
• Assist in the execution of emergency evacuation or lockdown protocols as needed.
• Provide immediate support to staff or youth during crisis situations, ensuring that the safety of all individuals is prioritized and that psychological and emotional support is available.

Visitor/Volunteer Management & Access Control:

• Monitor and control visitor/volunteer access to the campus.
• Ensure that youth, staff, volunteers and visitors follow all established safety protocols for entry and exit.
• Politely enforce CHT policies on visitors/volunteers, recognizing the importance of creating a welcoming but secure environment.
• Issue visitor/volunteer badges upon arrival, ensuring all visitors and volunteers are logged and properly signed in.
• Collect and track badges when visitors/volunteers depart.

Maintaining a Safe Environment:

• Identify and report safety hazards or maintenance needs that could impact the security or comfort of youth and staff.
• Support efforts to create a physical environment that promotes safety, comfort, and healing for youth, ensuring that all areas of the campus are conducive to well-being.
• Ensure that all safety equipment (e.g., fire extinguishers, alarms, first aid kits) is maintained and easily accessible.

Staff Training & Support:

• Participate in ongoing training on trauma-informed care, de-escalation techniques, mental health, and other areas relevant to working with vulnerable youth populations.
• Support the training and development of other CHT staff in recognizing safety issues and responding to them in a way that prioritizes the emotional and physical well-being of residents.

Qualifications:

Education & Experience:

• High school diploma or equivalent required; additional education in social services, psychology, or related fields is a plus.
• 1-2 years of experience in a customer service or security role, ideally in a social service, youth, or homeless shelter setting.
• Strong understanding of trauma-informed care and the ability to apply it in everyday interactions.
• Excellent verbal and written communication skills; ability to engage with diverse populations.
• Strong interpersonal skills and the ability to establish trust with youth and staff.
• Experience with conflict resolution and crisis management.
• Ability to remain calm, compassionate, and professional in stressful or challenging situations.
• Knowledge of security protocols and emergency response procedures preferred.
• Ability to maintain confidentiality and uphold ethical standards.

Physical Requirements:

• Ability to stand, walk, and patrol shelter grounds for extended periods of time.
• Ability to lift up to 40 lbs. and assist in emergency situations as needed.
• Ability to handle high-stress situations calmly and effectively.

Working Conditions:

• Full-time position with shifts that may include evenings, weekends, and overnight hours.
• Work in both indoor and outdoor environments, including various weather conditions.
• Exposure to potentially challenging situations involving residents with complex needs, requiring the ability to respond with patience, empathy, and professionalism.

Why Join Us:

Covenant House Texas offers a competitive salary and benefits package, including health insurance, retirement plans, and professional development opportunities. As the Front Desk Receptionist & Security Liaison, this role requires a person who is compassionate, able to de-escalate stressful situations, and who can create a positive first impression in a vulnerable setting. The Front Desk Receptionist & Security Liaison will support youth in accessing services while maintaining safety protocols and responding to emergencies when necessary.

About Covenant House Texas:

Covenant House Texas (CHT) opened its doors in 1983 to provide shelter for homeless, abused and abandoned youth ages 18 – 24. After more than 35 years of service, CHT offers an extensive continuum of care model for homeless youth including mental health and substance abuse counseling, educational and vocational training, transitional and permanent living programs, street outreach and prevention, pastoral ministry and parenting classes in addition to providing the basic necessities of food, clothing, medical care and safe shelter from the streets for youth in crisis.