Volunteer Position Description Front Desk / Information Centre Title: Information-Referral Volunteer

Purpose
  To provide friendly and informative assistance at The 519 Front Desk.

Qualifications
· Good customer service skills
· Training and orientation to the Front Desk / Info Centre
· Knowledge of the layout of The 519
· Ability to multi-task and remain calm under stress

Responsibilities
· Answer the central telephone system and greet people who come into the Centre.
· Provides community information to those requesting it, using the resources at the Front Desk.
· Assists with tracking the use of the information centre and meeting rooms.
· Directs individuals to meeting rooms.
· Assists with the monitoring of key and equipment use.
· Monitors individuals entering and exiting the building. Alerts Front Desk staff to situations that may require de-escalation or other attention.
· Distributes mail and faxes internally.
· Assists with other administrative tasks such as pamphlet folding, mail-stuffing etc. as needed.

Orientation/Training
  Information-Referral volunteers receive on-the-job training and orientation from the Front Desk Staff on duty.

Hours
  Volunteers attend a three-hour shift weekly or biweekly in order to assist staff, provide staff with break coverage and adequately develop the volunteer’s skills at the Front Desk.

Commitment
  A minimum of 6 months.

Supervisor
  The Office Manager supervises Information-Referral volunteers. Support is provided by the Front Desk Staff on duty. The Volunteer Coordinator is an indirect supervisor.