Fresno Housing Authority Receptionist in Fresno, United States
Under direct supervision of the Office Supervisor - Wait List & Leasing, the Receptionist performs a wide variety of general office support duties and provides customer service support to the Housing Choice Department. All activities must support the Fresno Housing Authority’s (“Agency”) strategic goals and objectives and produce results that accomplish the goals of the Housing Choice Department.
Essential Duties and Responsibilities
The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required. Other duties may be assigned.
- Receives and greets public; determines nature of business; directs persons to appropriate offices; provides written information; takes names for processing or interviews by other staff; distributes and accepts applications; may review housing assistance applications for accuracy.
- Answers incoming phone calls; screens and/or refers callers; provides basic information to callers and applicants when appropriate.
- Processes, sorts and distributes incoming mail for applicable office staff; processes outgoing mail.
- Reviews and evaluates documents; advises applicants or participants of the adequacy of material submitted; assists in recording basic program information.
- Maintains confidentiality of client information.
- Assists with various office functions, including copying and filing.
- May provide translation services for Agency and staff.
- Establishes positive working relationships with representatives of community-based organizations, other agencies, Agency management and staff, and the public.
- Performs other duties as assigned.
Job Knowledge: Exhibits requisite knowledge, skills, and abilities to perform the position effectively. Demonstrates knowledge of policies, procedures, goals, objectives, operational entities, requirements, and activities as they apply to the assigned organizational entity of the Authority; uses appropriate judgment & decision making in accordance with level of responsibility.
Client Services: Provides timely, courteous, and quality service to an individual whether internal or external by anticipating individual needs, following through on commitments and ensuring that our clients have been heard.
Initiative: Proactively seeks solutions to resolve unexpected challenges. Actively assists others without formal/informal direction. Possesses the capacity to learn and actively seeks developmental feedback. Applies feedback for continued growth by mastering concepts needed to perform work.
Professional Behavior: Demonstrates positive, polite, courteous, honest, and conscientious behavior with all internal/external clients. Accepts responsibility for actions and adjusts behavior as appropriate.
Communication: Employee is prepared, clear, concise, and organized in all facets of communication in order to fully establish understanding. Actively listens and understands the audience to adapt message appropriately. Communicates information with appropriate personnel in a timely manner.
Teamwork: Actively participates and collaborates across boundaries, and works toward the achievement of common goals. Employee is adaptable and open to new ideas and/or approaches. Employee is aware of changes that impact internal and external customers and effectively communicates the impact when working as a team.
Integrity: Employee is honest with oneself, coworkers, and clients. Stands up for what is right even in the face of opposition.
Safety Awareness: Employee is cognizant of his/her surroundings. Follows proper safety procedures and considers the safety of self and others. Identifies, communicates, and assists in the correction of any safety concerns where appropriate.
Reliability & Judgment: Employee demonstrates sound reasoning and critical thinking by making decisions in line with established Agency expectations. Performs work in a reliable manner that is both accurate and timely.
manner that is both accurate and timely.
- Knowledge of basic math principles sufficient to perform essential job functions.
- Intermediate knowledge of the operation of the Agency's computer system and applicable software.
- Working knowledge of interviewing techniques and record maintenance.
- Demonstrated skill to learn federal, state, and local laws, rules, and regulations and Agency policies and procedures pertaining to the Housing Choice Voucher program as appropriate to position.
- Demonstrated skill to operate basic office equipment such as telephone, fax, copier, and computer.
- Demonstrated skill to prepare clear, concise reports and make appropriate recommendations within scope of responsibility.
- Ability to establish and maintain effective working relationships with co-workers, residents, landlords, HUD, the general public, and local, state, and federal officials; ability to communicate with people from a broad range of socio-economic backgrounds
- Ability to understand the Agency's strategic goals and structure.
- Ability to meet and deal tactfully and courteously with the public.
- Ability to understand and follow moderately complex written and oral instructions, communicate and relate to persons of diverse backgrounds and abilities.
- Ability to make routine decisions in accordance with established administrative rules, regulations and policies, to explain the inspections process to participants in an objective and impartial manner.
- Ability to prepare clear, concise reports and make appropriate recommendations within scope of responsibility.
- Ability to multi-task, prioritize, and resolve problems.
- Ability to communicate clearly, concisely, verbally and in writing.
- Ability to establish and maintain an effective working relationship with other employees.
- Ability to deal effectively with situations requiring tact and diplomacy.
Education and/or Experience
High School diploma or possession of a certificate of equivalent High School Achievement (GED) and the equivalent of one (1) year of office experience involving a high volume of public contact.
Ability to use proper English spelling, grammar and punctuation. Ability to read and interpret general business documents. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Bilingual in English/Spanish is highly desirable.
Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
To perform this job successfully, an individual should have strong computer skills (Microsoft Office, Outlook and Internet). Must be able to learn other computer programs as required.
Certificates, Licenses, Registrations
Some positions may require possession of a valid California driver’s license and the ability to be insurable under the Agency’s automobile insurance plan at the standard rate. Ability to possess certificate of completion in Customer Service issued by reputable training organization or Training and Compliance Coordinator within the first year of employment.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to maintain a stationary position, operate computers and other office equipment, move about the office, attend onsite and offsite meetings, and communicate. Also must be able to frequently walk; sit; and use hands to finger, handle, or feel. The employee is occasionally required to stand; reach with hands and arms; reach above shoulder; climb or balance; stoop, kneel, and crouch. The employee must be able to accurately exchange information in person, in writing and via e-mail and telephone. The employee must regularly lift, push, pull and/or move up to 10 pounds, frequently lift, push, pull and/or move up to 5 pounds, and occasionally lift, push, pull and/or move more than 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Office environment: The noise level in the work environment may vary.
From: Fresno Housing Authority