Receptionist / Administrative Assistant (VRC)

General Description: This position serves as the primary telephone and front desk contact for the MISSION UNITED Veteran Resource Center (VRC) and provides direct administrative support to the Senior Director of Veterans Services. Responsibilities include managing incoming calls, welcoming Veterans and visitors, coordinating the Senior Director’s calendar, scheduling meetings, preparing Advisory Council meetings, and supporting daily office operations. This position ensures professional, timely, confidential, and respectful service to Veterans, their families, staff, volunteers, and community partners.

Primary Job Responsibilities & Duties:

1. Answers incoming calls to the VRC courteously and promptly; provides accurate general program information, routes calls to appropriate staff, and records and distributes messages.
2. Greets veterans, family members, volunteers, community partners, and other visitors professionally; identifies the purpose of their visit and connects them with appropriate staff or resources.
3. Recognizes urgent or crisis-related concerns and promptly connects individuals with trained staff or emergency resources in accordance with established procedures.
4. Manages the Senior Director, Veterans Services’ calendar, including scheduling meetings, coordinating availability, resolving scheduling conflicts, and providing timely reminders.
5. Coordinates internal and external meetings for their direct supervisor, including invitations, meeting locations, virtual meeting links, materials, and follow-up communications.
6. Provides daily administrative support to their direct supervisor including preparing correspondence, proofreading documents, organizing records, compiling information, and tracking assigned deadlines and follow-up items.
7. Coordinates administrative preparation for MISSION UNITED Advisory Council and committee meetings, including scheduling, meeting notices, attendance confirmations, room arrangements, technology, and refreshments as appropriate.
8. Records and prepares draft meeting minutes for review and approval; maintains attendance records, tracks action items, and distributes approved materials as directed.
9. Maintains visitor sign-in and sign-out records, notifies staff when visitors arrive, and follows building access procedures.
10. Receives, sorts, and distributes mail, deliveries, and packages promptly.
11. Maintains organized electronic and physical filing systems for correspondence, meeting materials, administrative records, manuals, and other program documents.
12. Assists with logistical arrangements for staff meetings, training sessions, roundtables, and other MISSION UNITED activities.
13. Maintains office, kitchen, and client supply inventories; submits supply orders within approved purchasing procedures and budget limits.
14. Protects confidential Veteran, personnel, financial, and organizational information and exercises sound judgment when responding to internal and external inquiries.

Other Job Duties:

1. Provides responsive customer service, follows through on commitments, and communicates respectfully with Veterans, families, staff, Advisory Council members, donors, volunteers, and community partners.
2. Builds and maintains productive working relationships with internal teams and external partners.
3. Consistently demonstrates professional telephone etiquette, discretion, and courtesy.
4. Prioritizes telephone and front desk coverage alongside administrative assignments; communicates competing demands and scheduling concerns promptly to their supervisor.
5. Prepares and processes assigned expense reports, invoices, purchase orders, and related administrative documentation; tracks completion and routes items for required approval.
6. Assists with timesheet reminders and administrative follow-up, as assigned, while maintaining appropriate confidentiality and approval procedures.
7. Maintains current administrative reference materials, including staff directories, program summaries, resource lists, and training schedules.
8. Performs work in accordance with organizational policies, applicable program requirements, record retention procedures, and established service standards.
9. Works under general supervision and exercises initiative and sound judgment within the scope of the position; refers clinical, eligibility, financial approval, and other specialized decisions to authorized staff.
10. Identifies opportunities to improve scheduling, communication, recordkeeping, and office efficiency.
11. Performs other administrative duties and assumes additional responsibilities as assigned by the Senior Director or designated supervisor.
12. Participates in United Way’s crisis preparedness and response efforts as assigned, consistent with organizational procedures and the responsibilities of this position.

Supervises: N/A. This position has no supervisory responsibilities.

Education & Experience:

• Bachelor’s degree and at least one year of administrative support experience in a professional office environment preferred.
• Minimum of an associate’s degree from an accredited college or technical school, or an equivalent combination of education and experience, with at least five years of related administrative experience.
• Experience managing calendars, coordinating meetings, and providing direct administrative support.
• Experience answering a busy telephone line and providing reception or customer service support.
• Experience preparing agendas, meeting materials, and minutes.
• Proficiency in Microsoft Outlook, Word, Excel, PowerPoint, Teams, and related scheduling, document management, and data entry systems.
• Excellent verbal and written communication, customer service, and interpersonal and documentation skills.
• Must have proven ability to work independently, follow established procedures, and exercise discretion when handling confidential information.
• Must be able to interact compassionately and professionally with Veterans and families experiencing housing instability, financial hardship, or other stressful circumstances.
• Must have strong problem-solving skills, attention to detail, initiative, and a positive, dependable approach to work.
• Must be self-motivated, compassionate and have a positive attitude.

Core Competency Requirements:

• Excels at customer service – Serves (treats) all customers (internal and external) with utmost respect and responsiveness in order to deepen relationships and advance UWBC’s mission.
• Drives for results – Has a passion for innovation and risk-taking, meets and exceeds qualitative and quantitative goals in a thoughtful and time-driven manner.
• Commits to the organization – Has the responsibility for aligning one’s own behavior, leadership and commitment with the needs, priorities, goals and culture of UWBC.
• Embraces diversity and inclusion – Creates an atmosphere that respects and embraces engagement of all people, ideas and backgrounds and aligns with United Way’s values.
• Seizes learning – Able and willing to learn new skills and knowledge and accept new challenges to further United Way’s mission.
• Manages multiple projects and tasks – Effectively manages time and resources to respond to emerging needs while continuing to deliver on organizational goals, objectives and timelines, and seeks help when needed in juggling priorities.
• Personifies teamwork – Demonstrates good collaboration and communication to be effective in any team setting.

Environment & Physical Demands:

• The office environment is climate controlled (i.e., heated and air-conditioned). Lighting is adequate through overhead lighting as well as windows and blinds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work duties will also entail outside environments and exposure to elements.
• The employee will also work in a public service delivery environment. Hectic situations can occur in public areas and other facilities characteristic to working with the homeless community and the related concerns and situations related to homeless conditions. Potential exists for volatile and unpredictable situations to occur. May experience exposure to strong odors such as soiled clothes and poor hygiene.
• Physical demands include sitting and/or standing for extended periods of time; bending; lifting approximately 25 pounds; and regular use of the telephone, copier, fax, and computer. Demands also involve protracted concentration.