Front Desk Administrator

Front Desk Administrator Place of Performance: RAF Lakenheath, United Kingdom General Description: Front Desk Administrator shall provide administrative assistance for the congressionally mandated Transition Assistance Program (TAP) at the Military and Family Readiness Center (M&FRC), RAF Lakenheath, UK. Specific Tasks: • Answer and route all incoming telephone calls during business hours; take clear and complete messages and forward them to the appropriate M&FRC staff within three (3) business hours. • Respond to customer inquiries received by telephone, email, and online platforms within one (1) business day. • Provide accurate directory assistance and information and referral to relevant on-base and off-base agencies. • Maintain and update a resource list of current on- and off-base services weekly to support referral accuracy. • Monitor and manage organizational email account(s) and workflow inboxes; escalate complex issues to the appropriate Community Readiness Consultant (CRC) or Specialist (CRS) within one (1) business day. • Coordinate and send appointment and workshop reminders to customers no later than 24 hours prior to the scheduled time, including all required pre-event documentation. • Respond to online (web-based or social media) inquiries or route them to the appropriate staff within one (1) business day. • Accurately tracks and documents all services provided using the AFFIRST system, in accordance with (IAW) the AFFIRST Desk Guide, no later than one (1) business day after service is rendered. • Greet and assist walk-in customers within five (5) minutes of arrival, conduct initial assessments, and support completion of required documentation (e.g., SoUs, PRIs, AFAS vouchers). • Provide instruction on and access to M&FRC resources and refer customers to the appropriate internal programs or staff. • Maintain and monitor sign-in systems and accurately log customer visits. • Ensure the reception area and Resource Discovery Room are clean, organized, and fully stocked with current materials, with updates made at least weekly. • Track and document all services in the AFFIRST system within one (1) business day, IAW the AFFIRST Desk Guide. • Schedule customer appointments and workshops using government- approved systems (e.g., AFFIRST, Time Tap), ensuring accuracy and confirmation of appointments within one (1) business day. • Manage appointment calendars for Community Readiness Consultants (CRCs), Community Readiness Specialists (CRSs), and classroom/event spaces. • Coordinate M&FRC participation in community outreach activities and events as directed by M&FRC leadership. • Create and maintain customer records in AFFIRST, ensuring all intake documents and current Statements of Understanding (SoUs) are uploaded and complete. • Document all scheduling activity and customer interactions in AFFIRST within one (1) business day, IAW the AFFIRST Desk Guide. • Maintain and regularly update internal tracking documents (e.g., spreadsheets, logs) to ensure accurate reflection of front desk activity and customer engagement. • Conduct general administrative tasks including scanning/uploading documents, tracking loan locker checkouts and returns, and monitoring office supply needs. • Accurately document all customer services in the AFFIRST system within one (1) business day, following the AFFIRST Desk Guide.