Case Management Help Desk/Admin Support

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THE SALVATION ARMY

Metropolitan Division Headquarters

POSITION DESCRIPTION

POSITION TITLE: Help Desk/ Admin Support

DEPT./LOCATION: DHQ Case Management

REPORTS TO: Case Management Emergency Assistance Director

OUTCOMES

The DHQ Help Desk switchboard responsibilities will be managed in a proper and effective manner providing a positive and professional first contact/impression to all callers, the public, clients, and other Salvation Army personnel contacting the Help Desk.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Help Desk
   1. Operate the switchboard with courtesy and professionalism toward the public and staff.
   2. Greet all callers and refer calls to appropriate locations.
   3. Display the mission of The Salvation Army in fulfilling reception duties.
   4. Protect client confidentiality.
   5. Relay internal messages to proper staff member.
   6. Maintain a gracious, clean and professional environment in the work station area.
   7. Supply information to outside inquiries when The Salvation Army does not supply those specific areas (i.e., shelters for abused women and children, and any other available resources for help, etc.).
   8. Ensure outgoing voicemail messages provide accurate and up to date information.

1. Clerical - Other Duties
   1. Perform general clerical duties, including data entry, copying, and filing.
   2. Assist in programming as needed:
      1. Help with seasonal and special event programming.
      2. Assist in creating mailings (printing addresses, folding letters, and stuffing envelopes, etc.).
   3. Other duties as assigned.

RELATIONSHIPS

In all contacts related to this position’s duties this individual acts as a representative of The Salvation Army and its mission.

SUPERVISION RECEIVED

Under general supervision of the Case Management Emergency Assistance Director with minimal freedom to plan, schedule and carry out responsibilities within established policies and guidelines.

PERFORMANCE MEASUREMENTS

This individual will be evaluated on how effectively the outcomes of this position are achieved.

Timeliness and accuracy of accomplishing assigned goals will be reviewed.

An evaluation of how effectively service is provided will also be done.

EXPERIENCE/EDUCATION:

• High School diploma or equivalent.
• 2 years of experience in a receptionist position or an office environment with primary phone contact preferred.
• Experience with a computer based work environment and an excellent working knowledge of Word preferred.

COMPETENCIES:

• Excellent communication (verbal and written) and interpersonal skills, using diplomacy and good judgment.
• A positive attitude and the ability to be flexible.

• An ability to work with demanding and difficult personalities.
• Knowledge of the principles of customer service.
• Knowledge of and a willingness to support of the mission of The Salvation Army.
• An attention to detail.
• An ability to work with confidential material.

POSITION LIMITATIONS

This individual will only commit Army resources that have been allocated or approved.

This individual will keep Supervisor informed on all critical issues relating to their area of responsibility.

This individual will adhere to all policies and procedures in carrying out the responsibilities of this position.

PHYSICAL DEMANDS/WORK ENVIRONMENT

This position is required to do moderate physical work and must be able to lift 20-30 pounds. In order to successfully perform the essential functions of this position, the employee is regularly required to use standard office equipment and a PC. The work environment for this position includes an office environment with a low to medium noise level. Must be able to walk stairs, bend, stoop, and kneel frequently.

COMPENSATION

Part time Volunteer

THE SALVATION ARMY MISSION STATEMENT

The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.