Information & Referral Specialist Part-Time

The Lesbian, Gay, Bisexual & Transgender Community Center – New York, NY

The Center is seeking an Information and Referral (I&R) Specialist to facilitate the public’s use 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.

Information & Referral Specialist Part-Time

General Duties:

• 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 within the building.
• Distribute user-fee cards to group leaders using meeting spaces when Main Office is closed.
• 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.
• Assist office staff with projects, such as mailings.
• Enforce Center Code of Conduct; engage visitors in violation to modify behavior 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 effected 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.

Position Requirements:

• 1-3 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 training and/or 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.
• Hours will include weekdays, evenings and weekend shifts. Schedule flexibility is a must.

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