PERFORMANCE AND COMPETENCY BASED JOB DESCRIPTION
Sherrill House has established an improved system for assessing and enhancing employee competency and performance. The desired outcome of the program is to improve the quality of life for our residents through the efforts of a competent team of satisfied employees who maximize their potential and are provided with opportunities for continued personal and professional growth.
This job description is based on the goal of providing or supporting the highest level of quality care and is used for the following:
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as a tool to review the skills and requirements of the position with potential employees and newly hired employees
- as a guide for assessing the competency and performance of newly hired employees within the first 90 days of their employment.
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as a guide for measuring competency and performance on an annual basis.
TEAM WORK AND CUSTOMER SERVICE
Teamwork and customer service is emphasized in every job description, as our success in providing the highest quality of resident care is dependent upon our ability to work as a team in providing excellent and consistent customer service for our residents, family members, visitors and each other.
We value the efforts of each employee, as our staff is not only our greatest resource but the number one factor in determining our success as an organization. Every employee at every level of the organization is essential to our number one priority of providing quality resident care, therefore employees at all levels of the organization are required to assist in meeting the needs of our resident population.
- JOB TITLE Security Person/Receptionist
DEPARTMENT Environmental Services
REPORTS TO Director of Plant Operations
The primary purpose of your job position is to provide courteous reception services for resident, visitors and guest and to provide switchboard, security and other environmental service functions as appointed.
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Working at the reception desk, and as the initial point of contact for individuals arriving at Sherrill House, greet all visitors to Sherrill House and provide all residents, family members, visitors, business associates and others with courteous, friendly and consistent customer service.
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Inform appropriate personnel upon arrival of visitors for scheduled or unscheduled visits.
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Provide job applicants with applications and notify the Human Resources Department or other appropriate personnel upon the arrival of individuals scheduled for employment interviews.
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Provide administrative and clerical support including: mail sorting, filing, word processing, petty cash service, data entry tasks, and other administrative/clerical tasks, as assigned.
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Provide security-related services including conducted rounds as assigned and immediately report any suspect security related incidents and/or activity to the Purchasing/Telecommunications Manager, member of Administration, or the Nursing Supervisor in charge at the time.
- Immediately notify the police by dialing 911 of any security or safety related incident which is reported or discovered and which poses an immediate threat to the residents, visitors or employees of Sherrill House.
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As a member of the Environmental Team, perform support services functions as appointed and/or required. These functions will involve clerical and administrative support, housekeeping and or general maintenance services, assistance with transportation, and materials management services.
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Operate the telephone switchboard providing all callers with prompt and courteous service and assistance with any questions or information request.
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Be alert to resident activity and immediately contact nursing personnel if you suspect a resident is in need of assistance or is attempting to exit the facility without accompaniment.
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Ensure familiarity with the switchboard operator procedures in response to reported emergencies as defined in the Emergency Preparedness Program.
GENERAL REQUIREMENTS AND RESPONSIBILITIES
Teamwork
- Work in a collaborative effort with fellow employees within the department and with employees in other departments
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Consistently show respect for every person and every position at Sherrill House.
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Consistently communicate important information to others in a proper, timely and professional manner.
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Show respect for fellow employees by following the schedule, reporting on time for work assignments, and assisting with coverage of needed hours.
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Assist "Environment of Care" staff in making Sherrill House the best possible environment for residents to live in.
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Demonstrate an understanding that employees at all levels have a "caregiver role"
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Consistently display a cooperative spirit and work as a member of the team to provide our residents with the best possible care at all times.
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Assist with resident transport and other resident care needs as required.
Customer Service
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Demonstrate an understanding that as employees our primary focus must be on our residents and they must be at the center of all that we do.
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Provide quality customer service to residents, visitors and fellow employees on a consistent basis.
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Demonstrate an understanding that our resident’s live at Sherrill house, and as employees, our goal must be to consistently meet or exceed their expectations.
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Respect residents by recognizing their presence and not speaking over or around them.
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Listen attentively to residents and respond to resident request in a timely and respectful manner.
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Value residents as individuals, and respects that the resident has a routine which is important to them.
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Consistently practice congeniality and common courtesy.
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Consistently treat residents with dignity and respect.
- Be consistently courteous and patient when dealing with residents and resident family members.
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Consistently conduct yourself in a professional manner
- Respect confidentiality and conduct conversations in appropriate locations.
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Respect residents and fellow employees by speaking only the English language unless communicating with a resident whom does not speak English.
Safety
- Attend required safety training and in-service education training sessions as required.
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Identify and immediately report all safety issues.
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When necessary, takes immediate actions to prevent injuries or risk.
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Consistently display "safe" work practices.
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Demonstrate an understanding of the Safety Management Plan and other safety related Environment of Care programs.
ESSENTIAL QUALIFICATIONS AND REQUIRED COMPETENCIES
Essential Qualifications:
To perform this job, an individual must possess the skills and experience required to perform each of the primary responsibilities listed in the job description.
The requirements listed below are representative of the required skills, knowledge and experience. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions:
Specific Requirements/Competencies
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Must be able to read, write, speak, and understand the English language.
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Must possess the ability to make independent decisions when circumstances warrant such action in a timely fashion.
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Must possess the ability to deal tactfully with personnel, residents, family members, visitors, government agencies/personnel, and the general public.
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Must not pose a direct threat to the health or safety of other individuals in the workplace.
Educational Requirements: High school diploma
Experience: 1 year of switchboard or security related experience
Computer Skills: Ability to perform word processing and data entry tasks and the ability to utilize a management information system for the purposes of collecting and analyzing data, maintaining files, providing reports and printouts.
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Must be able to move intermittently throughout the work day.
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Must be able to speak and write the English language in an understandable manner.
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Must be able to cope with the mental and emotional stress of the position.
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Must possess sight/hearing senses or use prosthetics that will enable these senses to function adequately so that the requirements of this position can be fully met.
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Must function independently and have flexibility, personal integrity, and the ability to work effectively with the residents, personnel, and support agencies.
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Must meet the general health requirements set forth by the policies of this facility which include a medical and physical examination.
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Must be able to relate to and work with ill, disabled, elderly, emotionally upset, and, at times, hostile people within the facility.
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May be necessary to assist in the evacuation of residents during emergency situations.
Working Conditions
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Works in office and resident care areas.
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Moves intermittently during working hours.
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Is subject to call-back during emergency conditions (e.g., severe weather, evacuation, post-disaster, etc.).
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Is subject to injury from falls, burns from equipment, odors, etc., throughout the work day, as well as to reactions from dust, disinfectants, tobacco smoke, and other air contaminants.
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Is subject to exposure to infectious waste, diseases, conditions, etc., including TB and the AIDS and Hepatitis B viruses.
Essential Qualifications:
To perform this job, an individual must possess the skills and experience required to perform each of the primary responsibilities listed in the job description.
The requirements listed below are representative of the required skills, knowledge and experience. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions:
Specific Requirements/Competencies
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Must be able to read, write, speak, and understand the English language.
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Must possess the ability to make independent decisions when circumstances warrant such action in a timely fashion.
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Must possess the ability to deal tactfully with personnel, residents, family members, visitors, government agencies/personnel, and the general public.
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Must not pose a direct threat to the health or safety of other individuals in the workplace.
Educational Requirements: High school diploma
Experience: 1 year of switchboard or security related experience
Computer Skills: Ability to perform word processing and data entry tasks and the ability to utilize a management information system for the purposes of collecting and analyzing data, maintaining files, providing reports and printouts.