Description

Lutheran Social Services of Southern California began in December 1944 when a group of Lutheran congregations in San Diego came together to discuss how to better assist families in need. They began discussing how to form a Welfare Commission. Their vision expanded when they came together with another group of Lutheran congregations in Los Angeles having the very same conversation. Lutheran Social Services of Southern California was officially incorporated in 1946 as a 501(c)(3) non-profit social service agency. The mission has stayed true to its earliest beginnings, to be a servant to those in need. Today LSSSC serves thousands of individuals and families throughout Southern California with over forty-five (45) programs/services at 18 locations. We are part of the Lutheran Services in America (LSA) network and strive to serve those in need with dignity and respect.

Lutheran Social Services of Southern California’s Mission: Ignited by faith, we live out God’s love by embracing, equipping, and empowering vulnerable individuals, families, and communities toward self-sufficiency.

Job Summary: The Receptionist serves as the first point of contact for visitors and clients at the SBC Wellness Campus and is responsible for managing front desk operations and providing administrative support to ensure smooth daily office functioning. This role plays a key part in creating a welcoming, organized, and professional environment for clients, visitors, and staff. 

Requirements

1. Work Schedule

A. Shift Hours: Flexible schedule, including occasional evenings and weekends as needed. Work schedule and hours are determined based on operational needs of the SBC Wellness Campus.

B. Days: May include rotation for coverage during evenings, weekends, and holidays.

2. Essential Duties and Responsibilities include the following. Other duties may be assigned.

A. Client Intake, Check-In & Shelter Operations Support

1. Support client check-in and check-out processes in accordance with Wellness Campus interim housing and shelter procedures.

2. Confirm and document client arrivals, departures, and scheduled appointments/engagements, notifying appropriate program staff as needed.

3. Provide clear, respectful site orientation to visitors/clients regarding front desk processes, hours of operation, and expectations for common areas.

4. Maintain sign-in logs and other required reception-area records accurately and in a timely manner.

B. Safety, Security & Incident Communication

1. Help maintain a safe and orderly reception/lobby environment by monitoring foot traffic and directing clients and visitors to appropriate areas.

2. Follow established procedures to contact on-site staff (e.g., program staff, security, or leadership) for emergencies, urgent concerns, or policy issues.

3. Use trauma-informed and customer-service focused communication; assist with de-escalation by remaining calm, setting appropriate boundaries, and requesting support when needed.

4. Document and route incident-related information to appropriate personnel per site protocol.

C. Program Communication & Service Navigation

1. Manage phone calls professionally, including screening and forwarding.

2. Greet visitors and clients, ensuring a positive first impression.

3. Answer questions and provide information on services and policies.

4. Provide general information and warm handoffs by routing clients/visitors to appropriate interim housing, shelter, and campus-based services based on stated needs.

5. Coordinate with program staff to support appointment flow, including notifying staff when clients arrive for scheduled services.

6. Support distribution of campus information materials (e.g., schedules, program flyers, basic instructions) as directed.

D. Documentation, Confidentiality & Data Handling

1. Maintain confidentiality of client information and handle all documents and communications in accordance with agency and program requirements.

2. Prepare, route, and file reception-related documents (e.g., visitor logs, call logs, forms) to support interim housing and shelter operations.

3. Support accurate tracking of inquiries and referrals by recording key information and directing it to appropriate staff.

4. Relay messages quickly and accurately and schedule staff appointments and meetings.

E. Supplies, Donations & Basic Inventory Support

1. Assist with receiving and routing deliveries, donations, and supplies to appropriate staff or designated areas per campus procedure.

2. Maintain basic front desk inventory (e.g., forms, informational materials, office supplies) and notify supervisor when replenishment is needed. 

3. Keep the reception area clean, organized, and stocked.

3. Compliance and Professional Standards

A. Maintain professionalism, confidentiality, and appropriate conduct when interacting with clients, visitors, and staff.

B. Respond effectively to unexpected situations and office needs as they arise. 

4. Reporting Structure

A. Reports to: Designated Site Manager. 

B. Supervisor of: None.

5. Education/Experience

A. Education

1. High School Diploma or equivalent.

B. Experience

1. Prior receptionist or general office experience required. 

C. Skills

1. Excellent verbal and written communication skills.

2. Strong customer service orientation and interpersonal skills.

3. Strong organizational skills and ability to manage multiple tasks.

4. Familiarity with office software, phone systems, and scheduling tools.

5. Problem solving skills and ability to respond to emergencies or unexpected situations. 

6. Certificates and Licenses

1.  Valid California driver’s license required.

7. Supervisory Responsibilities: None 

8. Language Ability

1.  Must be able to read, write and speak fluent English. Ability to speak Spanish is a plus.

9. Communication

1.  Must be able to communicate clearly and effectively with clients, staff, and community partners.

10. Math Ability: Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs. 

11. Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. 

12. Computer Skills: To perform this job successfully, an individual should know Word Processing software and Spreadsheet software.

13. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

14. Physical Demands: The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This position requires specific visual abilities, including high acuity in close vision. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands and fingers to handle or feel; reach with hands and arms; and talk or hear.