Bilingual Receptionist

Overview
The Bilingual Receptionist [English - Spanish] serves as the critical first point of contact and the welcoming face of LUM. Unlike a traditional receptionist role, this position requires a high degree of discernment and knowledge of internal programs. The primary focus of this role is actively listening to client inquiries (in person and by phone) and accurately referring them to the appropriate internal department or program to ensure they receive timely, barrier-free support. This role also provides essential administrative backbone support, including donation processing, data integrity, and office organization.

Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:

Client Navigation

• Warm reception & De-escalation: Greet all visitors, clients, and volunteers with dignity and respect, often in high-stress or emotionally charged situations. Employ trauma-informed communication techniques to de-escalate and clarify needs.
• Internal program referral: Maintain a deep working knowledge of LUM’s programs, eligibility requirements, intake hours, and case manager availability.
• Barrier removal: Accurately route clients to the correct internal contact (e.g., Homeless Services Director, Food Program Director, Financial Assistant Director) immediately. When a program is full or unavailable, provide clear, compassionate guidance on alternative internal options or waitlist procedures.
• Information management: Update and maintain the internal resource directory/cheat sheet to ensure staff & volunteer always have the most current program intake criteria.
• Boundary setting: Clearly distinguish between administrative support (scheduling/resource info) and case management/counseling, redirecting complex needs to the appropriate program director or administrative staff.

Communication & safety

• Telephone management: Manage a multi-line phone system, screening and directing calls with efficiency and empathy.
• Lobby safety: Monitor lobby traffic to ensure a safe, welcoming environment for all visitors and staff. Follow safety protocols and notify management immediately of any security concerns.

Administrative Support & Office Operations

• Donation processing: Receive, record, and issue acknowledgment receipts for in-kind and monetary donations dropped off at the front desk. Ensure donations are secured and properly routed to the department or program staff.
• Mail & supply management: Sort and distribute daily mail/postage. Monitor and maintain inventory of office supplies, forms, and lobby refreshments.
• Data entry & filing: Accurately enter client contact logs and service referral data into the database Matthew 25 | Bloomerang | HMIS | Primarius, etc. to support reporting requirements. Maintain organized electronic and physical filing systems.
• General support: Assist with mass mailings, copying, and meeting setup as needed.

Other Duties

• Other duties as assigned

Skills

• Education: High School Diploma required; Associate degree in social services is highly valued.
• Technical Skills: Proficiency in Google Suite. Experience with client databases and data entry accuracy is essential.
• Experience: 2+ years in a direct customer service role required. Experience in non-profit, social services is highly valued.
• Language: Bilingual proficiency in English and Spanish required given our client demographics.
• Resource navigation acumen: Demonstrated ability to listen for understanding and synthesize information quickly to connect people to the right internal resource.
• Emotional intelligence & boundaries: Ability to remain calm, professional, and empathetic under pressure. Must possess the maturity to know the difference between helping and doing the program management work.

If you thrive in a lively environment where your organizational talents and bilingual communication can shine—apply today to become an integral part of our team!

Pay: $19.50 per hour

Benefits:

• Employee assistance program
• Flexible spending account
• Health insurance
• Paid time off

People with a criminal record are encouraged to apply

Application Question(s):

• Are you available to work from 7:30 AM to noon, Monday through Friday?

Language:

• Spanish (Required)

Work Location: In person