Desk Clerk

Desk Clerk – On-Call (Per Diem)

Role overview:
Under the guidance of the Assistant Manager, you will play a pivotal role in maintaining smooth operations within an affordable housing facility. Responsibilities include welcoming residents and guests, managing check-ins and check-outs, handling inquiries, and providing exceptional customer service. You will assist in maintaining accurate records, coordinating with other staff to ensure efficient communication, and promptly addressing issues or concerns.

Supervisory Responsibility:
None

Resident Support:

• Maintain familiarity with all residents of El Portal Place.
• Collaborate with supportive staff to help residents overcome issues that may lead to eviction, including behavioral issues, mental health problems, or physical limitations that affect lease compliance.
• Encourage residents to take advantage of available services and programs.
• Maintain awareness of culturally diverse populations and perform duties with a trauma-informed approach and attention to residents' cultural needs.

Facility & Visitor Management:

• Keep an accurate log of all visitors by recording names and ensuring sign-in/sign-out.
• Answer telephones and take accurate messages.
• Convey accurate information to team members and/or authorities as necessary.
• Conduct building patrols as scheduled and ensure doors and gates are closed and locked.
• Respond to emergencies by contacting appropriate emergency services.
• Enforce building policies and house rules; keep lobby areas clean and neat.
• Monitor parking areas and enforce policy.
• Inform the Assistant Manager and team of any unusual activity in a timely manner.
• Enforce the complex's no-loitering policy and manage resident complaints.
• Perform related duties as requested by the Assistant Manager or supervisory staff.

Cultural Responsiveness:

• Aware of and respectful of cultural and identity-based differences; adapt to group environments appropriately and effectively.
• Foster an environment that values diverse experiences, cultures, humility, authenticity, backgrounds, and goals.
• Participate in onboarding processes, including reading and discussing materials related to housing policy and equity as part of orientation.

Organizational/Administrative Responsibilities:

• Professionally represent Hope Solutions in all circumstances.
• Comply with policies, procedures, standards of practice, and outcome requirements for the program; maintain consumer confidentiality and safety in accordance with HIPAA guidelines.
• Comply with local, state, and federal regulations and Hope Solutions policies.
• Maintain knowledge of Fair Housing regulations.
• Update managers and departments on financial matters related to maintenance, repairs, insurance claims, and reports.
• Attend required meetings and trainings; participate in program development meetings as required.
• Interface and collaborate with management, service providers, and residents.
• Complete personnel paperwork and expenditure reports for supplies, petty cash, and mileage in a timely and accurate manner.
• On-call, after-hours, and backup work may be required.
• Other duties as assigned.

Work Location Classification:

• Site-Based:
  Work is primarily performed at an assigned Hope Solutions location with on-site presence expected to support operations and clients (locations include GPA, East County, Hacienda, Lakeside, Pomona, El Portal Place, Taylor Office, and related roles).
• Work from home must be approved in advance by the Program Director or Manager; written approval is required.
• New program employees are expected to work on-site for the first 90 calendar days unless an exception is approved.
• Client-facing work may occur on-site or in the field, depending on role and program needs.
• Requests to work from home require advance notice and a work plan; urgent same-day requests should follow leadership directions.
• Approved remote work requires maintaining confidentiality, a professional/private environment, timely task completion, and accurate time tracking.

• Knowledge of and belief in the Housing First philosophy and strategies.
• Passion for and demonstrated experience supporting vulnerable populations, especially homeless…