Front Desk/Community Support

Champlain Housing Trust Burlington
front desk community community support community community support customer service health education team front desk homelessness hospitality manager
January 24, 2023
Champlain Housing Trust
Job DescriptionFront Desk/Community Support Full and Part Time Openings

Champlain Housing Trust is seeking a friendly, energetic individual with impeccable customer service skills to join its team as a Front Desk/Community Support associate at a site that provides service to individuals and families experiencing homelessness. This position requires a high level of empathy, infectious positivity, ability to diffuse conflict and the ability to remain calm under pressure. Hospitality, social services, or retail experience is a plus, but not required. Nights and weekends are required.

The Front Desk/Community Support works under the direction of the Hotel Operations and Special Projects Manager and in partnership with members of the Resident Services and CHT hotel teams, and other area social service agencies and providers to assist individuals who are experiencing homelessness.

Essential Job Responsibilities:

  • Process referrals and check in guests according to established procedures.
  • Availability for night and weekend hours a must.
  • Collaborate with Service Coordinators and partner agencies to assist in connecting guests with appropriate services to meet individual health, housing, and other social service needs.
  • Provide education to participants regarding safe hygiene and social distancing requirements to mitigate the spread of COVID-19.
  • Promote a safe environment on site by working with guests, on-site security, and law enforcement when appropriate.
  • Provide resources to help guests, residents, and tenants resolve social interaction challenges in consultation with the Resident Services Manager.
  • Perform timely and accurate data entry to track status of each assigned individual or households progress.
  • Moving site transition (moving furniture, making beds, setting up the office, testing TVs, helping guests move, etc.)
  • Other duties as assigned.

Work Atmosphere:

Champlain Housing Trust is a non-profit, member-based organization that serves a diverse population in northwest Vermont. The work entails significant self-motivation. Regular travel between sites will be required. Occasional travel to meetings and seminars may be required.

Job Qualifications

  • Experience in customer service or hospitality and/or education in Social Work, Psychology, or another Human Services or health care field or equivalent combination of education and experience are preferred
  • Previous experience working with high-risk populations is strongly preferred
  • Knowledge of area resources and programs available to low-income individuals, including transportation, health services, and housing is preferred
  • Ability to perform work with empathy, consideration, respect and professionalism under stressful circumstances is essential
  • High level of self-motivation required
  • Familiarity with confidentiality, HIPAA regulations and ability to handle sensitive information in a confidential, professional manner
  • Reliable transportation required
  • Nights and weekends required.


  • Exceptional professionalism, tact, confidentiality, customer service, active listening, communication, interpersonal and problem solving skills
  • Strong verbal de-escalation, analytical skills, efficiency, empathy, organization, initiative, time-management, and planning skills
  • Familiarity with computer systems, common software applications, and operation of office equipment
  • Ability to work effectively independently and as a collaborative member of a team

Physical and Mental abilities: This individual must have the physical and mental abilities to perform the essential job duties listed above. However, reasonable accommodation may be extended to help perform those duties. The job entails long periods of sitting at a desk. While performing the essential duties of this job this individual may have to use hands and fingers, walk, stand, reach, or lift up to 10 pounds.

Employer Rights and Disclaimers:

This job description is not a contract for employment. It is a list of duties and expectations. However, it should not be considered a complete list of expected duties. Duties may be added, dropped, or changed at any time.

The job qualifications may change at any time. Champlain Housing Trust may add, drop, or change any qualifications for the position in order to fit changes in the organization. This job description should not be interpreted as a complete list of job qualifications.

This document does not extend an offer for permanent or continuous employment. Champlain Housing Trust is an at-will employer.

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