Classification: Non-Exempt Reports To: Workforce Development Manager Supervises: This position has no direct supervisory responsibilities Organization Goodwill of Western Missouri & Eastern Kansas has a rich, 130-year history. Everyone knows Goodwill for our thrift stores, but few know about Goodwill Mission Services. The sale of unwanted items provides funds that stay local, helping us to support thousands of job seekers with barriers to employment. We believe in the Power of Work and are committed to helping people earn and keep jobs in the community. Summary The Intake Receptionist serves as the initial point of contact for MSC building for visitors seeking services and information. This role manages front office operations, including reception duties such as greeting visitors, answering phones, and directing inquiries. Additionally, the Intake Receptionist maintains a comprehensive resource guide and supports outreach to clients registered through partner online portals. Essential Functions Receptionist Functions
Serve as the front-line person for walk-ins, phone calls, and online inquiries, providing excellent customer service and initial guidance.
Answer and route incoming calls to the appropriate locations.
Greet visitors and direct them to the appropriate areas.
Keep daily sign-in and sign-out logs for visitors, students, and other relevant personnel.
Maintain and update the Receptionist binder with all phone lists and procedures needed for the role.
Receive and distribute mail, packages, and deliveries. Notify recipients and facilitate pickup and delivery processes.
Assist with general front office duties, including administrative and clerical tasks, such as managing mail and answering phone calls.
Maintain confidential information gained during receptionist duties in verbal, written, and electronic formats.
Maintain cleanliness and professional presentation of the lobby and front entry areas.
Intake Functions
Create a welcoming and trauma-informed intake experience for all individuals, including those with complex barriers or returning from incarceration.
Conduct initial intake for clients by gathering basic information and assessing immediate service needs before referring them to the Enrollment Coordinator or other services.
Use intake guidelines to determine whether participants are ready to engage in services or need stabilization support, and provide a warm handoff to the Enrollment Coordinator when appropriate.
Follow up with clients who are not yet eligible or ready for enrollment due to instability, helping them navigate next steps and re-engage when appropriate.
Maintain and update a comprehensive resource guide of available community resources, including social services, healthcare, and educational programs, for use by staff and clients.
Conduct outreach to individuals referred through internal applications or external partner portals (e.g., Unite Us, FindHelp), serving as the initial point of contact and screening for service readiness.
Schedule appointments for clients and staff using appropriate scheduling systems (e.g., Bookings with Me, Calendly, Outlook).
Document client interactions, intake outcomes, and service referrals in Salesforce, ensuring accuracy and timeliness.
Occasionally assist with outreach or intake activities during evenings, as required, to accommodate client needs.
Support metrics tracking by logging outreach, walk-ins, and intakes to help the team meet enrollment and service goals.
Collaborate with internal and external partners to ensure a smooth client intake process and accurate data collection.
Participate in staff meetings and ongoing training to stay current on program services, intake procedures, and resources.
Flag recurring client needs or intake barriers to the Workforce Development Manager for potential follow-up or process improvement.
Support additional office and administrative tasks as necessary and complete special assignments.
Work Environment This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, and photocopiers. Physical Demand 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. This is an active role. The employee must have the ability to communicate verbally and apply active listening skills, lift up to 25 pounds, bend and possibly stand for prolonged periods of time as necessary. Position Type/Expected Hours of Work/Travel This is a full-time position, and hours of work and days are Monday through Friday, with occasional evenings based on outreach needs. Office hours are generally Monday through Friday, 8:00 a.m. to 5:00 p.m., however some flexibility of the schedule is permissible with supervisor approval. As a non-exempt position, occasional night-time or weekend work will be required. Occasional day-time travel to supported locations is required. Qualifications The Intake Receptionist will have the following:
Associate's degree in rehabilitation, psychology, communication, education, adult education, human resources, or related field. Some college or work-related experience will be considered.
Experience in front office administration, customer service, or related fields.
Strong communication skills, both verbal and written.
Exceptional customer service and interpersonal skills.
Organizational skills and attention to detail.
Flexibility of work hours, schedule and willingness to cross-train.
Ability to manage multiple tasks and prioritize effectively, and meet deadlines.
Ability to recognize potential problems within processes and recommend appropriate solutions.
Familiarity with community resources and services.
Must possess understanding of marginalization and how it impacts those that Goodwill serves and employs.
Maintain a professional demeanor in all interactions, demonstrating reliability, integrity, and a strong commitment to workplace ethics.
Exhibit respect for all individuals and diversity of thought.
Proficiency in Microsoft Office suite, Windows OS, electronic data entry, internet search engines etc.
Experience with or ability to learn client tracking systems such as Salesforce.
Ability to handle crisis situations effectively.
Must have and maintain reliable transportation, clean MVR, valid license and insurance to drive for company-related business.
Position Type/Expected Hours of Work/Travel This is a full-time, non-exempt position. Office hours are generally Monday through Friday, 8:00 a.m. to 5:00 p.m., however some flexibility of the schedule is permissible with supervisor approval. As a non-exempt position, occasional night-time or weekend work may be required. Occasional day-time travel to supported locations is required. AAP/EEO Statement Goodwill of Western Missouri and Eastern Kansas is an equal opportunity employer. |
Goodwill Western Missouri and Eastern Kansas
Jun 26, 2025