Client Support Specialist (Front Desk) Job Description

OUR MISSION

Harbor House’s mission remains to offer hope to adults by providing an effective continuum of high-quality, valuable, and compassionate behavioral health treatment services. 

Position Purpose

The Client Access & Engagement Coordinator serves as the first point of human connection for individuals accessing Harbor House services. This role is foundational to psychological safety, trust-building, and engagement in care. The position ensures that every client, family member, visitor, and partner is received with professionalism, dignity, and calm consistency while maintaining confidentiality and appropriate boundaries.

How This Role Supports Recovery

• Establishes a calm, respectful, and predictable entry experience
• Reduces anxiety and confusion for clients and families entering care
• Communicates clearly and compassionately without judgment
• Protects privacy and dignity during inquiries and interactions
• Supports continuity of services through accurate information flow
• Reinforces Harbor House’s trauma-informed culture

Core Responsibilities – Client Access & Front Desk Operations

• Serve as the primary front desk presence for clients, families, visitors, partners, and vendors
• Greet all individuals warmly using trauma-informed communication
• Answer and route incoming phone calls appropriately
• Provide clear information regarding programs, schedules, and next steps
• Maintain visitor logs and facility access procedures

Communication, Coordination & Information Flow

• Sort, route, and distribute incoming mail and deliveries
• Coordinate with admissions, clinical, nursing, and administrative staff
• Escalate concerns using established protocols
• Maintain awareness of daily programming and staffing

Administrative, Supplies & Resource Support

• Order, track, and maintain front desk, office, and client welcome supplies
• Monitor inventory and request replenishment
• Manage client welcome materials
• Perform accurate data entry related to admissions support
• Maintain organized logs and documentation

Trauma-Informed Conduct & Professional Boundaries

• Maintain calm presence during high-stress interactions
• Use non-judgmental, person-first language
• Maintain clear professional boundaries
• Protect confidentiality at all times

Position Qualifications:

Education & Experience

• High school diploma or GED required
• Associate degree preferred
• Minimum one (1) year in a client-facing or administrative role
• Addiction, behavioral health, or human services experience preferred

• CPR and Non-Violent Crisis Intervention certification (or willingness to obtain during onboarding)

• Computer literate with working knowledge of Microsoft Word, Microsoft Excel, and Microsoft Outlook.
 

Lived Experience:
• Staff in recovery must have at least one (1) year of sustained recovery

Knowledge, Skills & Abilities

• Proficiency in Microsoft Word and Excel
• Strong verbal communication skills
• Ability to manage competing priorities
• Attention to detail and confidentiality

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities