Information & Referral Specialist

Reports To: Director of Visitor Services
Classification: Full-Time, Non-exempt
Schedule: Hours will include weekdays, evenings, weekend and holiday shifts. Schedule flexibility is a must. 
Summary: The Information & Referral (I&R) staff facilitate the daily operation of The Center, ensuring a peaceful, safe and friendly environment at all times. I&R staff greet Center visitors, troubleshoot events, answer questions, provide referrals, investigate situations and resolve conflicts through de-escalation. 
Essential Duties and Responsibilities: 
  • Greet and welcome all Center visitors and provide telephone reception, when needed.
  • Post and be familiar with the daily calendar of events in order to direct people to the appropriate locations.
  • Be familiar with all Center produced activities, user groups and referral resources in order to answer questions and make referrals to visitors.
  • Direct deliveries to the appropriate recipients in the building. 
  • Oversee the David Bohnett Cyber Center, processing payments and troubleshooting issues when appropriate.
  • Receive and process in-person meeting and space rental payments according to the procedure. 
  • Maintain supply of Center publications at the front desk and in the displays, and be familiar with their contents in order to answer questions from the public.
  • Maintain bulletin boards and literature racks throughout the building.
  • Maintain lost-and-found.
  • Respond to information requests via email, or forward to the appropriate staff person.
  • Enforce Center Code of Conduct; engage visitors in violation to modify behaviour and/or leave the building. 
  • Refuse admittance to any person who is known to be prohibited from entering the building.
  • Remain alert at all times; engage with visitors proactively, when needed.
  • Respond to requests for assistance from Center staff and users.
  • Perform regular building tours to assess activity, traffic and safety conditions.
  • Perform building open and close/safety shutdown.
  • Report immediately any unsafe conditions observed or reported. Close affected areas, if necessary.
  • Prepare internal incident reports about any unusual problems or occurrences.
  • Call for assistance in the event of a difficult situation; engage support (i.e. NYPD) if necessary. I&R staff do not confront a difficult person or situation physically.
  • Attend monthly I&R staff meetings.
  • Other duties as assigned, including assisting office staff with projects.

Position Requirements:
  • 2-3 years relevant experience, including both customer service and security/space management.
  • Excellent customer service and interpersonal skills; ability to work effectively with a wide range of people.
  • Ability to adapt to circumstances in a sometimes high-pressure environment.
  • Prior de-escalation and/or conflict resolution training and experience highly desired.
  • Exhibit a friendly, helpful disposition and demeanor.
  • Demonstrate sound judgment and critical thinking skills.
  • Excellent verbal and written communication skills.
  • Knowledge of, and sensitivity to, LGBT communities, issues and resources required.
  • A strong commitment to the mission of The Lesbian, Gay, Bisexual and Transgender Community Center.

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