Job Description

Front Desk Control Center Coordinator

The Gables of Fitchburg Assisted Living Community

The Gables of Fitchburg is a warm, resident-focused assisted living community committed to enhancing the lives of seniors through compassionate care, meaningful engagement, and exceptional service.

We are seeking Front Desk Control Center Coordinators who are motivated by a genuine desire to work with seniors and contribute to a positive, welcoming, and supportive community. This position serves as the first point of contact for residents, families, visitors, vendors, and staff while also operating the community's Front Desk Control Center, a critical technology platform used for resident monitoring, emergency management, food ordering, communication, and daily operational coordination.

Because the Front Desk Control Center operates extended hours, multiple team members work together to provide coverage. Positions may be offered on a full-time or part-time basis with fixed weekly schedules designed to provide flexibility while ensuring consistent coverage.

Coverage Hours

The Front Desk Control Center is staffed during the following hours:

Weekdays

• 5 p.m. – 9:00 p.m.

Schedules may include mornings, afternoons, evenings, weekdays, weekends, or a combination thereof. Employees will generally be assigned a regular recurring schedule.

Essential Duties and Responsibilities

Front Desk Reception & Customer Service

• Greet residents, family members, visitors, vendors, and guests in a friendly and professional manner.
• Create a welcoming first impression of The Gables community.
• Answer incoming telephone calls and direct calls appropriately.
• Take accurate messages and ensure timely follow-up.
• Assist residents and visitors with questions and requests.
• Maintain confidentiality regarding residents and community operations.

Front Desk Control Center Operations

• Operate and monitor the community's Front Desk Control Center software system.
• Monitor resident status alerts, emergency notifications, and system communications.
• Respond appropriately to emergency alerts by following established procedures and notifying appropriate personnel.
• Monitor resident check-ins, service requests, and communication systems.
• Assist with resident meal ordering and food service coordination through the Control Center platform.
• Maintain accurate electronic records and documentation.
• Escalate concerns to management, wellness staff, or emergency responders as appropriate.

Visitor Access & Community Security

• Monitor visitor access and sign-in procedures.
• Verify visitor authorization when necessary.
• Assist in maintaining a safe and secure environment for residents, visitors, and staff.
• Report unusual activity or safety concerns immediately.

Administrative Support

• Enter employee schedules into payroll and timekeeping systems.
• Verify schedule accuracy and report discrepancies.
• Assist the Executive Director, Resident Care Director, Wellness Team, Marketing Department, and other managers with administrative projects.
• Prepare correspondence, forms, reports, and other documents.
• Maintain organized files and records.
• Assist with community mail distribution and general office functions.

Activities & Resident Engagement Support

• Assist with resident events, programs, and special activities as requested.
• Support the Activities Director during community events.
• Encourage positive resident engagement and interaction.

Required Skills & Qualifications

• High school diploma or equivalent required.
• Previous customer service, reception, administrative, healthcare, hospitality, or senior living experience preferred.
• Genuine interest in working with older adults.
• Strong communication and interpersonal skills.
• Ability to remain calm during emergencies and high-pressure situations.
• Strong organizational and multitasking abilities.
• Professional appearance and demeanor.

Equal Opportunity Employer

The Gables of Fitchburg is an Equal Opportunity Employer committed to creating an inclusive environment for all employees and residents.

Requirements

Computer Skills

Candidates must be proficient in:

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Internet and web-based applications
• Data entry and electronic record systems

Candidates must be comfortable learning and utilizing the community's Front Desk Control Center software, which serves as the primary platform for resident monitoring, emergency management, food ordering, communication, and operational coordination.

Physical Requirements

• Ability to sit, stand, walk, and move throughout the community.
• Ability to use computers, telephones, and office equipment for extended periods.
• Ability to lift up to 20 pounds occasionally.

Work Environment

This position is located at the community's Front Desk and serves as a central communication hub for residents, visitors, staff, and management. The role requires professionalism, flexibility, attention to detail, and a commitment to providing exceptional service to residents and their families.

Benefits

Partial benefits are available to full time employees working a consistent schedule of 32 or more hours per week