Front Desk Counselor

JOB SCOPE: The Front Desk Counselor provides supportive counseling and crisis intervention as required by residents. Major responsibilities include monitoring the safety and security of the facility, providing excellent customer service, and exercising sound judgment in managing crises.

• Maintain the facility environment safely and securely, including monitoring video surveillance cameras and conducting hourly building walk‑throughs to assess the physical environment and ensure residents’ well‑being.
• Document significant building activities and events in the Communication Logbook.
• Perform light maintenance and housekeeping tasks, such as picking up or emptying garbage, mopping up spills, and shoveling snow.
• Ensure all resident visitors provide identification and sign in the Visitor Log.
• Conduct monthly fire drills.
• Assess and respond to resident situations, including applying de‑escalation techniques.
• Report crises, incidents, and emergencies immediately to the on‑call clinical staff, documenting such events in the program log, incident reports, and appropriate forms in a timely manner.
• Order, supervise, and count medication in accordance with Licensed Housing Medication Policy and Procedures, where applicable.
• Maintain accurate client case records, including writing progress notes and creating service plans when needed, as per PCMH Policies and Procedures.
• Conduct apartment inspections and provide support to clients regarding daily living skills.
• Escort clients in the community to medical, benefit, or other relevant appointments.
• Participate in residential staff meetings.
• Remain on site until relief staff arrive.
• Adhere to personnel and residential policies and procedures outlined in the PCMH Personnel Policies and Procedures Manual and the Residential Policies and Procedures Manual.
• Perform other duties consistent with the program’s goals and objectives, as assigned by the Program Director or Regional Director for Residential Services.

• Microsoft Office
• Foothold AWARDS
• CPR/First Aid

• Strong customer services skills
• Excellent interpersonal skills and ability to relate to residents
• Strong oral and written communication skills
• Ability to effectively manage time
• Good judgment
• Ability to appropriately assess and respond to situations, including ability to de‑escalate residents
• Ability to remain calm and focused in emergency situations
• Ability to work effectively with others and demonstrate conflict resolution skills

• High School Diploma or equivalent required; college degree or 2 years of college in a mental health field desired.
• Minimum one year experience working as a counselor in a residential, mental health, or related setting.