Serve as front-desk first contact, manage calls and appointments, perform data entry into client systems, support outreach and engagement, handle administrative tasks, and assist with client conflict de-escalation and documentation to support program operations.
Position Summary
The Administrative Assistant ensures a high standard of professionalism, cleanliness, and client service at the reception area while serving as the first point of contact for clients and visitors. This role involves managing appointments, conducting reasonable accommodation assessments, maintaining accurate data entry, and supporting overall program operations. The Administrative Assistant interacts with diverse populations and contributes to client engagement, retention, and satisfaction while representing Fedcap and the PACE program with excellence and integrity.
What You’ll Do
- Greet, assist, and direct clients and visitors with professionalism and accuracy.
- Monitor and route incoming calls while ensuring timely and accurate communication.
- Schedule and reschedule appointments and manage data entry in client systems.
- Support client outreach and contribute to improved engagement and retention strategies.
- Provide general administrative support while ensuring a safe and welcoming environment.
Your Responsibilities Will Include
Client & Visitor Support
- Handle 90% of incoming calls daily, ensuring routing to appropriate staff/departments within 60 seconds.
- Provide excellent customer service to 50–75 weekly guests, aiming for 95%+ satisfaction rating.
- Direct all calls and guests to appropriate services with zero misdirect cases monthly.
- Maintain professional decorum while managing 3–5 tasks concurrently with no service delays.
Data Entry & Documentation
- Enter attendance, notes, and client data into FedcapCARES and SEAMS with at least 85% accuracy and same-day completion.
- Schedule/reschedule 100% of initial client appointments and update systems within 24 hours.
- Report and document all security concerns to Operations and Management within 1 hour of the incident.
Language Access & Communication
- Engage Geneva Worldwide translation services within 2 minutes for non-English-speaking clients.
- Conduct weekly outreach to at least 10 clients to provide updates, address concerns, and maintain contact.
Administrative & Operational Duties
- Perform general office tasks (faxing, copying, filing) with 100% completion of daily assignments.
- Support team efforts to enhance orientation/assessment processes, aiming for 10% improvement in client engagement and retention.
- Independently de-escalate 90% of client conflicts using approved conflict resolution strategies.
- Perform other duties as assigned, meeting deadlines and quality standards consistently.
You’re a Great Fit for This Role If You Have
Education & Experience
- High School Diploma or GED/TASC required.
- Minimum of 1 year of full-time administrative support experience.
- Preferred: Experience working with individuals experiencing unemployment, homelessness, justice involvement, or disability.
Compensation:
$21.64 hourly
Equal Opportunity Employer
About Us Mission: We are committed to improving the economic and social well-being of the impoverished and disadvantaged. For 85 years, The Fedcap Group has developed scalable, innovative and potentially disruptive solutions to some of society’s most pressing needs. The Fedcap Group is the parent company of a growing number of top-tier nonprofit agencies dedicated to serving over 300,000 children and adults each year across the United States and the United Kingdom. The Fedcap Group provides educational services to every age group, vocational training in high-growth labor industries, behavioral health services, work readiness skill-building and jobs—all targeted to helping people achieve long-term self-sufficiency.
The work of The Fedcap Group is structured within four major practice areas: Education, Workforce Development, Occupational Health and Economic Development, which are strategically aligned for maximum impact.
The Fedcap Group also invests its time and resources in broader systems change—working in partnership with federal, state and local government to improve the way services are designed, funded and delivered.
Website: http://fedcapgroup.org/
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