Receptionist

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Description

ORGANIZATION BACKGROUND

PACE (Pacific Asian Consortium in Employment) is a local community nonprofit organization founded in 1976 to provide job training and placement services for the Asian Pacific Islander communities in Los Angeles. PACE has since expanded into a variety of service areas tailored to meet the growing and changing needs of the multi-ethnic communities in Los Angeles County. PACE's programs encompass five core departments: Employment and Workforce Development; Education (Head Start and Early Head Start); Business Development; Energy and Environmental Services; and Housing and Rehabilitation Services. PACE also operates additional community initiatives including Stop the Hate and Financial Education & Asset Building programs. PACE serves more than 40,000 people each year with approximately 350+ staff and is recognized as a leader in addressing poverty and economic inequity in ethnic minority and immigrant communities throughout Los Angeles County.

The Energy & Environmental Services Department serves low-income families and individuals across Los Angeles County through utility bill assistance, home weatherization, energy efficiency education, and environmental conservation outreach. The department administers several federally and state-funded programs in collaboration with the California Department of Community Services & Development (CSD), Southern California Gas Company, Southern California Edison, the Los Angeles Department of Water & Power (LADWP), and other community partners. Programs administered by the department include the Home Energy Assistance Program (HEAP/LIHEAP), which provides utility bill payment assistance to income-eligible households; the Department of Energy (DOE) Weatherization Assistance Program (WAP), which funds no-cost energy efficiency improvements to eligible homes; the Energy Crisis Intervention Program (ECIP), which provides emergency assistance to households facing utility disconnection or shut-off; and the LIHEAP Weatherization Program (WX), which reduces energy consumption through targeted home improvements. Given the critical and time-sensitive nature of the services provided, this department handles high volumes of client contacts daily, particularly from clients facing urgent utility emergencies.

I. POSITION SUMMARY

The Receptionist for Energy & Environmental Services serves as the first point of contact for all clients seeking assistance through PACE's energy programs. This position manages a high volume of incoming calls and walk-in clients daily, with a primary responsibility to identify and triage urgent situations - including utility disconnection notices and Energy Crisis Intervention Program (ECIP) emergencies - and route them promptly to the appropriate staff for handling. The Receptionist must be knowledgeable about all Energy & Environmental Services programs, including HEAP, DOE Weatherization, LIHEAP Weatherization, and ECIP, in order to accurately assess client needs, provide program information, and ensure clients are directed to the right resources without delay. In addition to call management and client intake, this position supports the department with client record look-ups in ServTrack, data entry, filing, and a variety of administrative tasks essential to the smooth operation of the department. This position also serves as backup coverage for the Lead Receptionist during breaks, lunches, and absences, and assists with daily mail sorting and distribution for the department.

II. WORKING RELATIONSHIPS

• Reports directly to the Energy & Environmental Services Manager or designated Program Supervisor
• Serves as backup to the Lead Receptionist (Administration) during breaks, lunch periods, and scheduled or unscheduled absences, ensuring uninterrupted front desk coverage for PACE
• Works closely with all Energy & Environmental Services program staff including HEAP Intake Specialists, Weatherization Coordinators, ECIP Case Handlers, and DOE program staff
• Coordinates with the Lead Receptionist to maintain consistent front-line service standards across PACE
• Interacts daily with low-income clients, seniors, individuals with disabilities, and community members seeking urgent energy assistance
• Communicates with utility companies (SoCalGas, SCE, LADWP) as needed to support client service and verification processes
• Collaborates with PACE administrative staff on data entry, filing, and departmental record-keeping

III. MAJOR RESPONSIBILITIES & DUTIES

Call Management & Client Intake

• Manage a high volume of incoming calls for the Energy & Environmental Services Department, responding to client inquiries with professionalism, patience, and efficiency.
• Accurately assess the nature and urgency of each call, identifying clients with emergency needs such as imminent utility disconnections or shut-offs.
• Triage and immediately route ECIP (Energy Crisis Intervention Program) clients and households facing utility disconnection to the appropriate staff member or specialist for expedited handling.
• Provide callers with accurate, up-to-date information about PACE Energy programs - including HEAP, ECIP, DOE Weatherization, and LIHEAP Weatherization - eligibility requirements, required documentation, office hours, and application procedures.
• Screen and schedule client appointments for HEAP intake, weatherization assessments, and other program services in accordance with program capacity and staff availability.
• Maintain a detailed and accurate call log, documenting client inquiries, emergency referrals, and follow-up actions as required.
• Greet and assist walk-in clients, determine the nature of their visit, and direct them to the appropriate staff in a timely and courteous manner.
• Manage client wait times at the front desk and communicate anticipated wait times clearly and respectfully.

Emergency & ECIP Triage

• Recognize and prioritize clients presenting with utility emergency situations, including final disconnect notices, active shut-offs, or heating/cooling emergencies.
• Promptly notify the appropriate ECIP staff or supervisor when an emergency client situation is identified, ensuring no urgent case is delayed.
• Collect and document preliminary client information (name, address, utility account details, nature of emergency) prior to handoff to program staff to expedite the intake process.
• Maintain working knowledge of ECIP eligibility criteria and program limitations to accurately set client expectations while ensuring appropriate referrals are made.
• Follow established protocols for prioritizing and escalating emergency cases in accordance with department policies and funder requirements.

Backup Coverage- Lead Receptionist

• Serve as the designated backup for the Lead Receptionist during scheduled breaks, lunch periods, and any planned or unplanned absences to ensure continuous front desk coverage for PACE.
• While serving in the backup role, assume all primary receptionist responsibilities including answering and routing all incoming PACE calls, greeting walk-in visitors, and providing general information about all PACE departments and programs.
• Maintain familiarity with PACE's full range of departmental programs- Employment, Education (Head Start), Business Development, Energy, Housing, and Administration - in order to effectively direct clients and callers when covering the main reception area.
• Coordinate coverage schedules and transition handoffs with the Lead Receptionist to ensure no gap in front desk service.

Daily Mail Assistance

• Assist with the daily sorting and distribution of incoming mail and packages to the appropriate Energy & Environmental Services staff and, as needed, to other PACE departments.
• Support the preparation of outgoing departmental mail, including assembling client correspondence, program notices, and other mailings as directed.
• When covering the Lead Receptionist, assist with agency-wide mail sorting and distribution in accordance with established mail management procedures.
• Notify department staff promptly upon receipt of time-sensitive correspondence, certified mail, or urgent deliveries.

ServTrack Client Look-Up & Data Entry

• Perform client look-ups in ServTrack and other department databases to retrieve existing client records, verify program enrollment status, and support staff with accurate case information.
• Enter new client intake data, application information, and service records into ServTrack accurately and in a timely manner, adhering to program data entry standards and deadlines.
• Assist program staff with updating client records, correcting data discrepancies, and maintaining the integrity of department databases.
• Run basic reports or queries in ServTrack as directed by the program supervisor to support departmental reporting needs.
• Maintain strict confidentiality of all client data in compliance with applicable federal, state, and PACE privacy policies.

Filing & Records Management

• Maintain an organized physical and electronic filing system for client applications, intake forms, verification documents, and program correspondence.
• Ensure all incoming client documentation is properly sorted, labeled, and filed in accordance with program recordkeeping standards.
• Retrieve and prepare client files for staff review, appointments, audits, or reporting as requested.
• Assist with periodic file audits, purging, and archiving in compliance with program retention policies.
• Track and log the receipt of required client documentation to ensure complete application packets are assembled prior to processing.

Administrative Support

• Provide general administrative support to the Energy & Environmental Services Department including photocopying, scanning, faxing, and preparing correspondence.
• Assist with preparation and distribution of program materials, application packets, client notices, and informational handouts.
• Monitor and maintain inventory of department office supplies, forms, and program materials; coordinate replenishment as needed.
• Support department staff with scheduling, calendar management, and meeting preparation as directed.
• Assist with special projects and departmental initiatives as assigned by the Energy & Environmental Services Manager.
• Perform other administrative duties as needed to support the efficient operation of the department.

VII. COMPENSATION

Hourly $21.00-$22.00 plus excellent benefits

VIII. APPLICATION PROCEDURES

Applicants must complete a PACE application. Resumes are not accepted in lieu of application materials. Tel: (213) 353-3982 | Website: www.pacela.org

IX. APPLICATION DEADLINE

Position open until filled.

Requirements

IV. QUALIFICATIONS, EXPERIENCE AND SKILLS

Education & Experience

High school diploma or equivalent required; Associate's degree in Business Administration, Social Services, or a related field preferred.

Minimum of 1-2 years of experience in a receptionist, customer service, or administrative support role required.

Prior experience in a high-volume call center, social services agency, utility assistance program, or community-based nonprofit organization is strongly preferred.

Experience working with low-income individuals, seniors, individuals with disabilities, and diverse, multicultural communities preferred.

Familiarity with energy assistance programs such as HEAP, LIHEAP, ECIP, or DOE Weatherization is a plus.

Skills & Competencies

Demonstrated ability to manage high call volumes and a fast-paced front desk environment with composure and professionalism.

Strong triage and problem-solving skills; ability to quickly assess client urgency and take appropriate action.

Experience with ServTrack or similar client case management / database systems is highly preferred.

Proficiency in Microsoft Office Suite (Word, Excel, Outlook) required.

Excellent verbal communication skills with the ability to convey program information clearly to clients from diverse backgrounds and varying literacy levels.

Strong data entry skills with high attention to accuracy and detail.

Ability to handle emotionally sensitive client situations - including clients in financial distress or facing utility shut-offs - with empathy, patience, and professionalism.

Broad familiarity with all PACE departments and programs, or the ability to quickly acquire this knowledge, in order to effectively serve as backup to the Lead Receptionist.

Strong organizational and time management skills; ability to balance multiple tasks and priorities simultaneously.

Bilingual or multilingual ability is highly preferred, particularly in Spanish, Cantonese, Mandarin, Korean, Vietnamese, or other languages spoken by PACE's client communities.

Commitment to PACE's mission of advancing economic equity and providing essential services to underserved communities in Los Angeles.

V. SPECIAL REQUIREMENTS

Must pass employment background verification

Must pass a pre-employment physical examination that includes drug and alcohol testing

Must have valid proof of education degree and/or relevant coursework

Must have a valid California Driver's License, reliable transportation, and adequate automobile insurance coverage

VI. PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit for extended periods; use hands to operate a telephone, computer keyboard, and office equipment; and talk and hear clearly. The employee must be able to maintain focus and efficiency during sustained high call volume periods. The employee may be required to lift and/or move documents, files, or office supplies up to 20 pounds. Regular in-person attendance is required; this position is not eligible for remote work.

Salary Description

$21.00 to $22.00 per hour