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About the Role

The Program Assistant serves as the front door to the organization, creating a welcoming, responsive, and supportive experience for clients, partners, and visitors. This role is responsible for answering and routing calls, conducting client pre-screens, and partnering closely with the Triage and Assessment Manager to ensure clients receive timely attention and are connected to the appropriate services and resources. The ideal candidate has impeccable customer service skills and is approachable, highly organized, resourceful, and committed to follow-through. This role plays a critical part in supporting both client access and office operations by providing administrative support, coordinating with vendors and building staff, supporting onboarding and office activities, troubleshooting issues as they arise, and contributing ideas to continuously improve the client and staff experience.

Responsibilities

Serve as the first point of contact for clients, visitors, and partners, creating a welcoming and supportive experience.
Conduct initial client pre-screens and gather information needed to connect clients to appropriate internal and external services and next steps.
Answer, screen, and route incoming calls and inquiries in a timely, professional, and compassionate manner.
Partner closely with the Triage and Assessment Manager to ensure clients are seen and supported as quickly as possible.
Monitor program email inboxes and follow up on outstanding items to ensure timely resolution and closure.
Enter data and maintain electronic client records, ensuring information is complete, accurate, and up to date.
Review client documentation for completeness and accuracy and prepare case files for the Triage and Assessment Manager.
Provide exceptional customer service and demonstrate empathy, professionalism, and responsiveness in all interactions.
Support office operations by ordering and maintaining office supplies and coordinating routine administrative needs.
Assist with onboarding activities for new staff, including preparing workspaces and coordinating logistics with the appropriate supervising manager.
Support meetings, trainings, group events, and other organizational activities.
Coordinate with vendors, building maintenance staff, and external partners to address operational needs and troubleshoot issues.
Identify opportunities to improve the client and staff experience and contribute ideas to enhance service delivery and office operations.
Provide administrative and operational support across the organization and perform additional duties as assigned.

Requirements

Bachelor's degree or equivalent professional experience required.
Demonstrated commitment to providing exceptional customer service and creating welcoming environments.
Strong interpersonal and communications skills, with the ability to interact effectively with clients experiencing crisis.
Excellent organizational skills and attention to detail.
Proven ability to manage multiple priorities and follow through on tasks to completion.
Ability to troubleshoot problems, exercise sound judgment, and respond effectively to changing needs.
Proficiency in Microsoft Office, Google Workspace, and data management systems.
Experience in human services, customer service, nonprofit administration, or a related field preferred.
Demonstrated ability to respond to challenges, shifting priorities, and requests from multiple staff members with a positive, can-do attitude.
Demonstrated ability to remain calm, professional, and solutions-oriented while supporting individuals experiencing crisis.
Bilingual skills are strongly preferred.

Skills

Customer service
Communication
Interpersonal skills
Organizational skills
Attention to detail
Problem-solving
Judgment
Adaptability
Microsoft Office proficiency
Google Workspace proficiency
Data management systems proficiency
Bilingual skills

Location

NYC office

Work Type

Full-time
Exempt
Office environment
Seasonal 4-day work week

Education Level

Bachelor's degree or equivalent professional experience

Salary/Compensations

$74K salary

Benefits

Generous PTO
Employer coverage of 100% of employee health insurance premiums (medical, dental, vision)
Disability insurance
Life insurance
Transit benefits
401K with employer contribution

About the Company

The Partnership To End Homelessness (The Partnership) is a homelessness prevention organization.
Our values – compassion, inclusion, integrity, professionalism and social justice – steer our strategy and operations to achieve our mission of ending homelessness by preventing it.
The Partnership’s upstream intervention model combines housing, rental assistance and crisis services with mental health, support and education programming to prevent people from losing their homes.
Our services are available to New Yorkers of any ability, age, family type, gender, national origin, race and sexual orientation who are at risk of, experiencing or recovering from homelessness.

Equal Opportunity

At The Partnership, difference is us. We are an equal opportunities employer and prohibit discrimination against any individual based on ability, age, color, creed, culture, gender, gender identity, gender expression, marital status, national origin, pregnancy or related condition (including breastfeeding), race, religion, sex, sexual orientation, veteran status or any other basis protected by law.