Receptionist

Project 180 Overview

Mission: SSG-Project 180 provides practical and clinical behavioral health, re-entry, and diversion solutions that empower justice-involved Angelenos to achieve lasting personal transformation and reclaim their lives.

Org. Summary: Project 180 is a leader in the forensic treatment space, offering high-quality, specialized treatment programs that serve thousands of justice-involved individuals. Our programs span criminal justice intercepts and include pre-arrest interventions, court-based diversions, jail in-reach, and intensive post-release services. Project 180 operates in partnership with County agencies including the Department of Mental Health (DMH), the Department of Health Services (DHS), and the Justice, Care and Opportunities Department (JCOD). Annually, we serve over 1,500 justice-involved individuals.

At the heart of our organization are our core values - our fundamental, non-negotiable beliefs that guide how we make decisions and work with one another in service of our mission:

Humanity: We lead with a people-centered focus, seeking to understand and value the lived experience of others and centering their human dignity. 

Integrity: We honor the trust placed in us by doing what is right while fulfilling our commitments - even when no one is watching.

Adaptability: We embrace the pivot, evolving to meet the complex needs of our community. 

Empowerment: We cultivate the tools, confidence, resilience, optimism, and agency within every individual to lead their own transformation.

Equity: We honor everyone’s unique journey, meet them where they are and commit to providing the targeted support and resources that allow each individual to contribute and thrive.

Interdependence: We move as a unified team, trading silos for collective strength, recognizing that our greatest impact is achieved together.

The Position: 

The Receptionist serves as the vital front-line representative for all clients and partners entering the behavioral health clinic. This role requires a unique balance of empathy, emotional resilience, trauma-informed customer service, and strong administrative capability.

Mornings at the clinic are highly dynamic and fast-paced, requiring quick thinking, and composure under pressure. As foot traffic slows down in the afternoons, the role shifts to focused administrative operations, requiring accurate data entry, electronic health records (EHR) maintenance, and file management.

Essential Functions: 

Front-Desk Reception & Operations

• Client Engagement & Reception: Warmly greet clients, visitors, and community partners entering the clinic using a trauma-informed approach. Accurately route clients to their assigned case managers, clinical staff, or medical teams.
• De-Escalation & Safety: Maintain composure in a high-intensity environment. Utilize verbal de-escalation techniques, empathy, and clear professional boundaries to handle difficult or situations calmly and respectfully. Promptly escalate safety or medical crises according to clinic procedures.
• Phone & Triage: Manage high-volume incoming phone calls and emails, answering inquiries promptly or routing callers to appropriate staff members.
• Lobby Oversight: Ensure the reception area remains clean, welcoming, organized, and stocked with updated flyers and community resource materials.

Administrative Support 

• Data Entry & Records: Input client demographics, appointment logs, and service data into Electronic Health Record (EHR) databases with high accuracy and attention to detail.
• Document Management: Scan, print, index, file, and organize clinical records and administrative documentation while ensuring strict HIPAA compliance.
• System & Operational Support: Utilize Microsoft Office and agency software tools to update logs, draft basic correspondence, generate routine reports, and assist with general office administration.

Fulfill baseline Project 180 staff expectations.

• Regular attendance required. Holiday or weekend work may be required.
• Maintain and uphold Agency mission statement, values, policies, procedures, and principles.
• Maintain active license and/or registrations as applicable 
• Perform other duties as needed or as assigned by the supervisor. 

Skills and Abilities

• Communication skills: Clearly conveys information and able to engage with diverse audiences
• Culturally competent: Understands and is sensitive to diverse backgrounds and needs
• Adaptive to changing circumstances and client needs in a dynamic environment
• Strong critical thinking and problem solving skills
• Detail oriented and organized. Proficient in Microsoft Office. 

Minimum Qualifications

• Required: 
  • Experience working with culturally diverse populations.

• Must not be on any type of legal supervision (probation or parole).

• Verification of Employment Eligibility and Background Check
• Intermediate or above computer skills

• Preferred: 
  • Spanish speaking
  • Previous experience in a customer service/reception role.

Job duties are to be performed in the office.

The employee is expected to move about the worksite throughout the day, which may involve walking, standing, and climbing stairs, or using a mobility device, or similar. The employee is expected to carry a maximum of 20 lbs, listen, and speak in order to complete job requirements. 

The employee must be able to do any/all of the following: perform complex and varied tasks such as synthesizing information and making decisions without immediate supervision; handle routine distractions, interruptions, noise, and uncontrollable changes in priorities/work schedules; interact professionally and diplomatically in high-stress situations; create and follow plans; meet deadlines.