Service Center Representative

Executive & Administrative Headquarters (117 West 124th St)

40000

The Children’s Aid (CA), established in 1853, is one of New York City’s leading child and family service organizations. 117 West 124th Street is the Headquarters of Children’s Aid and comprises the administrative centers of a majority of the divisions in the organization

Position Summary: The SCR is cross-trained to support security and administrative stations within the office: Security, Office (Mailroom/Courier/Supply), and Conferencing Services. SCR has a split role in Security and the Service Center. The Headquarters office is open Monday-Friday, 7am-7pm. All SCRs must have flexible schedules. The position reports to the Operations Manager. All SCRs maintain strong attention to staff service and proactive approach to their work.

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Security Responsibilities:

• Secure and maintain assigned post(s), monitor surveillance cameras, check in visitors.
• Observe activities, report irregularities. Maintain security log.
• Responds to all emergencies; involved in crisis situations through direction of Security Lead.
• Back up other security posts as needed.
• Escorts staff to safety as needed. Assists with arranging car service as needed.
• Serves on emergency response team. Responds to all safety related incidents and emergencies. Assists with fire and other emergency drills.
• Operates paging system.

• Learn and follow all existing safety protocols; ensuring the safety of staff and clients in the building.

• Recognize and report signs of misconduct such as alcohol or drug use, and potential criminal activity on concerns involving children and/or families.
• Basic computer skills to check in clients for the building in the system.
• Additional tasks and duties added as needed.

Service Center Responsibilities:

• Office Services
• Processes all incoming and outgoing mail, overnight packages, and supply deliveries. Responsible for timely and accurate distribution of sensitive documents to staff including invoices, correspondence, checks and legal documents. Unpack, sort and deliver supplies;
• Serve as messenger/courier. Brings packages and mail to CA sites and other locations as needed;
• Monitor and service mailroom equipment, replenish postage, track delivery of packages. Serve as contact for regular services such as copier and shredding services;
• Regularly check copiers functionality, replenish paper, toner, clear jams, report equipment failure;
• Order office and pantry supplies, regularly check pantries for cleanliness, supplies and organization;
• Supports in COVID wipe downs of cubicles, keyboards, monitors, and surfaces. Distributes, tracks and replenishes PPE supplies for office. Updates COVID signage;
• Order pickup and retrieval of Iron Mountain records for HQ program and central staff;
• Monitor cleanliness of pantry areas. Clean Surfaces, Fridges/freezers, load and unload dishwashers as needed;
• Assist with office needs, hanging clocks, artwork, basic repair. Mobilize areas for events, donations, storage and other departmental needs;
• Spot cleaning of site during work hours – clean up spills, pantry, glass, floor and other surface cleaning;

• Maintain and monitor HQ conference room calendars i.e., review for booking conflicts and resolution. Send reminders to staff. Get list of attendees for large meetings make sure security has the list. Find out set up requirement needs for each meeting e.g., catering or CPR setup;
• Expert use of AV equipment – conference phones, monitors, computers, video cameras and microphones. Connect Zoom and audio conference calls;
• Cleans, organizes, and maintains all AV Conference room systems and inputs for hardware and repairs with IT, follows up to task completion;
• Checks all AV equipment throughout the day. Assists staff with meeting setup;
• Checks conference room calendars first thing in the morning and throughout the day. Follows up with staff for meeting requirements, and makes sure proper distancing is adhered to;
• Reception
• Greeting of all guests, coordinates meeting with on-site staff;
• Interacts with Security Desk, validates meeting status with guests;
• Directs phone calls to appropriate parties and offices;
• Coordinates incoming and outgoing packages;
• Maintain office phone directory, floor plans on regular basis. Maintain all cubicle and office signage throughout office based on updated plans and directory;
• Creates staff IDs and programs for electronic key card access;

Qualifications:

REQUIRED

• 3 years’ experience as a security officer in a multi-floor or building environment and 2 years’ experience working in conjunction with a mailroom.
• De-escalation training
• Good verbal and written skills
• HS Graduate/GED

• Basic computer skills required, particularly with email and calendar

Other Qualifications:

• Effective communication skills
• Professional approach; resourceful, dependable, approachable
• Bilingual English/Spanish helpful
• Flexible with work scheduling

Professional Development

• Participate in offered trainings, workshops, In-Service days, and/or All-Staff conferences
• Maintain certification requirement and proof of attendance in professional activities

Health and Safety

• Adhere to all state and city licensing requirements and CPR/first aid certification.
• Maintain a healthy and safe environment (i.e. safely store cleaning supplies, equipment, mark wet floors, etc.)