Front Desk Monitor

Founded in 2003, AMI Housing is a California-based nonprofit organization whose mission is to house and support the most vulnerable residents of the Sierra Region by enhancing the lives of people with mental illness by providing housing, employment, and supportive services.

Summary of primary job functions:

This position serves as a central point of contact for AMIH staff, participants, visitors, and community partners and provides administrative, operational, and program support across the organization. The position assists with maintaining a safe, welcoming, and organized environment and supports program staff with a variety of day-to-day needs. Duties may include front desk and reception responsibilities, responding to participant and staff needs, coordinating communications, assisting with supplies and facility needs, and providing general administrative and operational support to multiple programs.

The position requires strong communication, sound judgment, professionalism, and the ability to work independently, including during evenings, weekends, and overnight hours when a supervisor may not be immediately available. Employees in this role must be able to recognize and appropriately respond to challenging or high-stress situations, utilize effective de-escalation techniques, maintain professional boundaries, and determine when an issue requires notification or intervention from supervisory or program staff.

Examples of essential duties may include, but are not limited to, the following:

• Serve as a welcoming and professional point of contact for program participants, staff, visitors, and community partners.
• Provide general administrative, operational, and program support to AMIH programs and assist program staff with day-to-day needs.
• Respond to participant questions and requests, provide information regarding program expectations and available resources, and connect individuals with appropriate staff when additional assistance is needed.
• Assist with program intake procedures, documentation, and other program-related tasks as trained and assigned.
• Promote and maintain a safe, welcoming, and respectful environment for participants, staff, visitors, and community partners.
• Monitor general activity and building access during assigned shifts and remain alert to situations that may affect the safety or security of participants, staff, or property.
• Utilize proactive communication and de-escalation techniques to appropriately respond to challenging, disruptive, or high-stress situations and assist with individual or group conflicts.
• Address unauthorized or uninvited individuals on program property in accordance with site procedures and seek additional assistance when needed.
• Follow established procedures for emergencies, including fire evacuations, medical emergencies, EMS response, and situations requiring law enforcement intervention.
• Exercise sound judgment and work independently when a supervisor or program staff member is not immediately available, while appropriately escalating concerns when additional support is needed.
• Complete accurate shift logs, incident reports, and other required documentation regarding significant events, safety concerns, participant interactions, or unusual occurrences.
• Communicate relevant program, participant, safety, security, and facility concerns to appropriate staff in a timely manner.
• Answer telephones, route calls, take messages, and respond to in-person inquiries while providing general front desk coverage.
• Receive, document, secure, and distribute food, donations, supplies, toiletries, cleaning supplies, and other approved items as needed.
• Maintain accurate information in applicable data systems, including HMIS, Coordinated Entry, and other systems used by…