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Competency Area
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Responsibilities
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Key Behaviors
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Front Office & Customer Service Excellence
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- Answer and route incoming calls using a multiline phone system
- Greet and assist visitors, families, vendors, and employees in a professional and welcoming manner
- Provide basic information about agency services, Head Start and Early Head Start enrollment, and employment opportunities
- Direct callers and visitors to appropriate staff or departments
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- Demonstrates courtesy, patience, and professionalism
- Communicates clearly and respectfully in English and Spanish
- Maintains a calm and welcoming demeanor
- Represents the agency positively at all times
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Communication, Translation & Information Support
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- Translate verbal and written communications between English and Spanish as needed
- Take accurate messages and ensure timely delivery to appropriate personnel
- Communicate information clearly to diverse audiences
- Support effective communication across departments
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- Listens actively and communicates accurately
- Maintains confidentiality and discretion
- Demonstrates cultural sensitivity
- Ensures messages are complete and timely
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Clerical & Administrative Support
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- Provide clerical support including filing, copying, faxing, scanning, collating, and data entry
- Assist program departments with word processing and document preparation
- Support Human Resources with clerical tasks as assigned
- Maintain organized and accessible records
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- Demonstrates attention to detail and organization
- Completes tasks accurately and on time
- Follows established procedures
- Manages multiple tasks effectively demonstrating a respectful demeanor.
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Mail, Supplies & Office Operations
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- Receive, sort, and distribute incoming mail
- Coordinate express mail services (FedEx, UPS, etc.) as needed
- Maintain office supply inventory by ordering, receiving, stocking, and distributing supplies
- Support daily office operations to ensure efficiency
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- Anticipates office supply needs
- Maintains orderly workspaces and systems
- Uses resources responsibly
- Follows agency purchasing procedures
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Confidentiality, Ethics & Professional Conduct
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- Maintain confidentiality of personnel files, child records, and agency information
- Adhere to agency policies, procedures, and professional standards
- Exercise good judgment when handling sensitive information
- Support a respectful and professional office environment
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- Demonstrates integrity and discretion
- Respects privacy and confidentiality
- Acts ethically and responsibly
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Collaboration, Inclusion & Problem Solving
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- Work effectively with individuals from diverse educational, socioeconomic, and cultural backgrounds
- Support individuals with disabilities and special needs appropriately
- Assist with identifying issues and supporting solutions within scope of role
- Promote teamwork and positive relationships
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- Demonstrates cultural responsiveness and inclusivity
- Communicates respectfully with all individuals
- Responds positively to feedback and direction
- Maintains a cooperative and supportive attitude
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Reliability, Accountability & Workplace Readiness
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- Maintain regular and punctual attendance
- Adhere to scheduled work hours (Monday–Friday, 8:00 a.m.–4:30 p.m.)
- Perform duties in a safe, timely, and professional manner
- Participate positively in agency activities and daily operations.
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- Demonstrates dependability and consistency
- Follows workplace expectations and schedules
- Takes ownership of responsibilities
- Maintains a positive work ethic
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