The Mission Services Administrator serves as the first point of contact for participants, visitors, employers, and community partners entering Mission Services. This role owns the front door experience of Mission Services, ensuring participants begin their career development journey with a welcoming, professional, and well-coordinated experience. The Administrator manages daily reception operations, participant flow, scheduling, and administrative support, guiding participants through the initial steps of the Opportunity Accelerator and connecting them to the appropriate staff, resources, and services.
Success in this position requires exceptional communication skills, strong problem-solving abilities, and the capacity to thrive in a dynamic, fast-paced environment. The Administrator collaborates with internal teams, engages with external partners, and ensures a consistent, high-quality participant experience that reflects the standards of Mission Services.
ESSENTIAL FUNCTIONS/DUTIES
Front Door Experience
• Serve as the first point of contact for Mission Services, and welcome all participants, visitors, employers, and community partners entering Mission Services.
• Create a warm, professional, and inclusive environment for every visitor.
• Answer general questions regarding Mission Services programs.
• Ensure every participant understands the Opportunity Accelerator service delivery model and the next step in their Mission Services journey.
Participant Navigation
• Collaborate with the Intake Specialist to own Phase I of the Opportunity Accelerator- Assess and Plan, assisting participants with sign-in and initial engagement.
• Determine whether participants are new or returning, and direct participants to the appropriate staff member or service.
• Coordinate participant flow among reception, intake, Career Navigators, workshops, and other Mission Services staff.
• Assist walk-in participants while managing scheduled appointments.
• Communicate wait times and service expectations to participants.
Front Office Operations
• Answer phones, emails, and general Mission Services inquiries via phone and email, responsible for managing the general inquiry inbox, [email protected].
• Schedule participant appointments as appropriate.
• Maintain an organized and professional reception area and monitor participant waiting areas for cleanliness, organization, and professionalism.
• Ensure forms, informational materials and office resources remain up-to-date and readily available.
• Ensure career pathway information, workshop schedules, hiring event flyers, and community resources remain current and accessible.
• Ensure confidentiality and compliance with organizational policies and participant information.
• Continuously identify opportunities to improve the participant experience.
Administrative Support
• Maintain participant sign-in records and assist with participant record organization.
• Maintain organized electronic and physical filing systems.
• Support basic participant data entry and record accuracy in Case Worthy.
• Manage office correspondence and incoming communications.
• Order and maintain routine office supplies.
• Provide administrative support to the Manager of Workforce Readiness and Mission Services team as needed.
ADDITIONAL FUNCTIONS/DUTIES
1. Responsible for performing their assigned duties within the framework of our Core Principles.
2. Attending in-service and related training as assigned by Management.
3. Perform other duties as assigned by management.
QualificationsQUALIFICATIONS/COMPETENCIES
The list below is representative of the knowledge, skill, and/or ability utilized while performing this job.
1. Client-Centered Service: Creates a welcoming, supportive, and solution-oriented environment.
2. Equity & Inclusion: Champions diversity and inclusion in workforce readiness.
3. Operational Excellence: Owns and takes pride in continuously improving our service delivery model to ensure high-quality programming and impact.
4. Communication: strong verbal and written communication skills and phone etiquette.
5. Organization & Prioritization: Proven ability to be highly organized in all aspects of work, including front desk set up, inbox management, and prioritization of tasks and projects that can change day-to-day.
6. Commitment to Goodwill’s Core Principles.
7. Strong customer service and communication skills.
8. Ability to follow directions, prioritize tasks, and adapt to changing needs.
9. Ability to read, write, speak, and understand English.
Education and/or Experience:
• High School Diploma or GED preferred (associate's degree or higher preferred); prior experience in social services, business administration, or office management.
• Bilingual in English and Spanish is preferred.
• Strong interpersonal and communication skills with the ability to effectively engage diverse populations.
• Proficiency in Microsoft Office suite, administrative tasks, participant management systems, and program coordination.
• Ability to thrive in a collaborative, mission-driven environment with a dedication to service excellence.
• Adaptability in responding to evolving program needs and participant support requirements.
• Completion of required certifications, including UNTWISE Job Skills, Job Placement, First Aid, and CPR.
Skills Required
- Strong verbal and written communication skills, including professional phone etiquette
- Strong customer service and interpersonal skills with the ability to engage diverse populations
- Ability to organize, prioritize tasks, follow directions, and adapt to changing needs
- Ability to read, write, speak, and understand English
- Proficiency with Microsoft Office, administrative tasks, participant management systems, and program coordination
- High school diploma or GED
- Associate degree or higher
- Prior experience in social services, business administration, or office management
- Bilingual English and Spanish communication skills
- Completion of UNTWISE Job Skills, Job Placement, First Aid, and CPR certifications
- Commitment to equity, inclusion, Goodwill core principles, and service excellence
What We Do
Goodwill Industries of Dallas, Inc. is a 501(c)(3) nonprofit organization dedicated to changing lives through the power of work. Since 1923, it has provided job training, career services, and employment opportunities to individuals with disabilities and other barriers to employment across North Texas. The organization sustains its mission through a network of donated goods retail stores and community donation centers.
