Receptionist

Job Description

Job DescriptionSalary: Annualized Salary: $43,453 - $47,169

Kalamazoo Defender is an independent non-profit organization that provides legal representation to the adult indigent population charged with a crime within Kalamazoo County. We take a holistic approach, employing compassionate professionals who work with our clients to identify and address additional needs beyond their legal case. In collaboration with our robust network of area service providers, we aim to connect our clients with relevant support services.

We fight for justice in the courts, care in the community, and dignity in the world. Our mission is rooted in the conviction that poverty and various forms of discrimination put our clients on inequitable footing within and beyond our criminal justice system. Our job is to be their zealous defender in the face of these systemic barriers, fighting for them in court, organizing care for them in our community, and advocating for their inherent dignity in the broader world.

THE JOB:

Kalamazoo Defender seeks a full-time Receptionist to serve as a warm first point of contact for visitors and callers, ensuring a welcoming, professional, and dignified experience for clients, staff, partners, and members of the public. Because the Reception Team often serves as an early point of connection for the individuals and communities we serve, this role involves regular direct interaction with people navigating poverty, housing instability, addiction, mental health challenges, trauma, crisis, and other systemic barriers. The ability to communicate with compassion, professionalism, sound judgment, and an unwavering respect for human dignity is essential.

The Reception Team operates collaboratively in a two-person model designed to maintain consistent front desk coverage, operational continuity, and mutual support. Team members work closely together, sharing responsibility for reception, administrative support, office logistics, and day-to-day operational functions while providing direct backup and first-line support to one another. Reporting directly to the Director of Client Advocacy, the Reception Team serves as a collaborative support partner across the organization, working closely with the Client Navigator and Paralegal Teams and engaging regularly with colleagues across Kalamazoo Defenders multidisciplinary defense team.

The ideal candidate for the Receptionist role at Kalamazoo Defender is adaptable and resilient, comfortable in a fast-paced, client-facing environment. Highly organized and vigilant, they possess strong situational awareness, time management skills, and a dependable, collaborative approach to supporting communication, documentation, and day-to-day office operations. Deeply committed to holistic defense and client advocacy, they approach their work with professionalism, compassion, and sound judgment.

RESPONSIBILITIES:

Serve as a first point of contact by greeting and directing visitors, monitoring, responding to, and routing incoming calls and communications, and providing basic information, assistance, and appropriate referrals in a warm, welcoming, and professional manner.

Process, sort, distribute, and manage incoming and outgoing mail, deliveries, and related materials to support timely, organized, and effective office operations.

Document client interactions, communications, and other pertinent information through accurate, timely, and well-organized electronic case notes.

Support consistent office operations by following established policies and procedures, communicating operational needs or concerns effectively, and collaborating appropriately with team members and leadership.

Create, maintain, and distribute signage and operational communications to keep staff, clients, partners, vendors, volunteers, and visitors informed of scheduling updates, office closures, building or access changes, deliveries, and other pertinent organizational information.

Help facilitate client access to virtual meetings and technology resources, including assisting with Zoom setup, meeting room technology, and other basic technical support needs.

Assist with administrative and operational support tasks such as data entry, scheduling, document preparation, calendar support, and maintaining accurate records related to reception and office operations.

Monitor, organize, stock, and maintain office and kitchen supplies across multiple floors, including tracking inventory levels and supply needs, maintaining backup supplies, replenishing day-to-day items, and proactively communicating restocking needs.

Maintain clean, organized, and functional kitchen, reception, supply, and shared office areas across multiple floors, including routine cleaning, refrigerator cleanouts, supply replenishment, and occasional deeper cleaning of appliances, cabinets, and common spaces.

Contribute to a collaborative team environment through open communication, knowledge sharing, participation in ongoing learning, and effective collaboration with colleagues across Kalamazoo Defenders multidisciplinary defense team.

Uphold confidentiality, professionalism, compassion, and sound judgment in all interactions, including navigating high-stress situations with patience and appropriate de-escalation techniques.

Perform any other duties as assigned, contributing to the overall effectiveness and success of the defense team.

QUALIFICATIONS:

Required:

• Strong commitment to Kalamazoo Defender's mission and values.
  
  
• Superior skill working effectively with a variety of individuals from diverse backgrounds, including individuals with disabilities, those struggling with addiction, and those experiencing mental health crises.
  
  
• Capacity to navigate complexity, change, and challenging interactions with resilience, compassion, and professionalism.
  
  
• Commitment to cultural awareness, maintaining professionalism, ensuring confidentiality, and acting with compassion and integrity.
  
  
• Excellent interpersonal, verbal, and written communication skills with a welcoming, professional, and respectful presence.
  
  
• Ability to maintain accurate and timely electronic case notes related to client interactions and communications.
  
  
• Exceptional organizational skills and strong attention to detail, with the ability to maintain accurate information, organized systems, and smooth day-to-day office operations.
  
  
• Strong ethical judgment and discretion in handling confidential, sensitive, or client-related information.
  
  
• Ability to manage high-stress situations with professionalism, patience, sound judgment, and de-escalation techniques.
  
  
• Proficiency in Microsoft Office and other basic office technologies, and comfort learning and working with new software, systems, and technology tools.
  
  
• Dependable and collaborative work style, with the ability to adapt to changing priorities, manage competing demands, and work effectively within a fast-paced team environment.
  
  
• Ability to prioritize work tasks while working both collaboratively and independently.
  
  
• A degree is not required; relevant experience, skills, and demonstrated ability to perform the responsibilities of the role will be considered.
  
  

Preferred:

• 2+ years of prior experience in reception, administrative support, customer service, or related office support work.
  
  
• Experience operating multi-line phone systems and managing high-volume incoming calls and communications preferred.
  
  
• Experience in a court, legal, nonprofit, human services, or other mission-driven client service environment, particularly environments involving direct interaction with diverse populations or individuals navigating crisis, systemic barriers, or complex needs.
  
  
• Demonstrated judgment in recognizing when to apply de-escalation techniques, when to seek guidance or support, and how to navigate effective communication in complex situations.
  
  
• Knowledge of the criminal justice system and legal processes, particularly as they relate to indigent defense.
  
  
• Bilingual abilities.

BENEFITS:

• Health care coverage including medical, dental, and vision, with employee premiums covered 100%.
  
  
• Life insurance and short- and long-term disability coverage, with optional supplemental benefits including voluntary life, accident, hospital indemnity, and critical illness insurance.
  
  
• Retirement program offering both 403(b) and Roth options with employer match of 1.5 times employee contributions up to 5%.
  
  
• Five weeks of paid time off (pro-rated for start date), paid holiday closures, and additional paid parental leave program.
  
  
• Robust Employee Assistance Program (EAP) and Health Advocate services, available to all household members.
  
  
• Optional Flexible Spending Accounts (FSA) and Dependent Care Flexible Spending Accounts (DCFSA).
  
  
• Health Savings Account (HSA) available with eligible high-deductible health plan.
  
  
• Kalamazoo Defender is a Michigan Tri-Share participating employer. Qualifying employees may be eligible for childcare assistance, with costs shared between the employee, the employer, and the state.
  
  
• An opportunity to work with like-minded, mission-driven individuals in a dynamic and innovative holistic legal program, backed by a county capable of maximizing Kalamazoo Defender's mission.
  
  

NON-DISCRIMINATION POLICY:
Kalamazoo Defender is committed to fostering an inclusive, respectful, and supportive environment for all individuals. We uphold a policy of equal opportunity and prohibit discrimination in any form against employees, employee applicants, directors, board members, interns, clients, volunteers, vendors, or any other individuals associated with our organization. We prohibit discrimination based on race, including hairstyles associated with race such as braids, locs, twists, afros, cornrows, Bantu knots, etc., sex, gender identity, gender expression, sexual orientation, religion, including clothing associated with religion such as hijabs, turbans, etc., national origin (ancestry), citizenship status, age, height, weight, pregnancy, ability, socio-economic background or circumstances, military or veteran status, marital or partnership status, genetic predisposition, carrier status, or body art, including piercings and tattoos.

We are committed to maintaining a workplace and environment free from discrimination, harassment, and retaliation, and will comply with and aim to surpass antidiscrimination policies set forth by local, state, and federal laws protecting against such actions.

Kalamazoo Defender values diversity and strives to create an environment where all individuals feel valued, respected, and empowered to bring their unique perspectives, experiences, and full authentic selves into the space.

HOW TO APPLY:

Kalamazoo Defender is an equal opportunity employer and welcomes applications from individuals of all backgrounds who are legally authorized to work in the United States. Please apply through the link above.
If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview, or to otherwise participate in the hiring process, please contact the HR Department directly.

Email: jobs@kalamazoodefender.org

Phone: 269-250-5000

Address: 151 S. Rose Street Ste 200,
Kalamazoo, MI 49007