Client Support Specialist

Resident Support Specialist

YWCA is looking for committed, available, and skilled problem solvers to join our team. The Resident, Guest, and Client Support Specialists at YWCA are responsible for providing high quality, culturally responsive, and consistent in-person and by-phone customer service to all residents, clients, guests, staff, volunteers, donors, and community members in a diverse and busy environment. Service includes providing initial referrals to YWCA programs and to community resources as needed. This position also acts as a first responder to onsite emergency situations at the YWCA Seneca and Opportunity Place buildings.

The RGC Support Specialist supports a lobby area that has resident activity, staff and community visitors' strong communication and safety awareness are essential. Staff must maintain a lobby that is free of unnecessary distractions, welcoming, and security focused. As the first YWCA person who guests and clients meet interpersonal skills, positive attitude, patience, and a professional appearance are extremely important. Resident activity can be heavy until midnight or 1am so keeping the building secure and monitoring lobby activity is important.

Expectations of your role:

• Customer Service:
• Greets residents, guests and clients, answers questions about various YWCA programs with a positive and professional attitude.
• Maintain knowledge of YWCA resident resources, services, and staff and can make appropriate inter-agency referrals.
• Answers all incoming calls: directing them to appropriate departments and takes messages, and answers inquiries regarding all resources and services offered by the YWCA.
• Maintains calm, caring and professional demeanor at all times, especially during stressful situations.
• Communicates effectively and appropriately in a diverse environment: Maintains confidentiality, discretion and professionalism and maintains proper client/staff relationship boundaries.
• Incorporate the YWCA's Social Justice Initiative by understanding how racism, sexism, classism, and other oppressions intersect and are embedded in institutions.
• Treats all guests, residents, staff, clients and volunteers with respect and dignity regardless of race, ethnic background, gender or socioeconomic background.
• Security and Safety Monitoring:
• Ensures security cameras are operable and working throughout shift.
• Secures the front lobby area by ensuring proper security of entrances and follows all site protocols related to access.
• Monitors activity in the lobby area and on cameras throughout the building and enforces policies regarding building and resident safety.
• Ensures the front desk lobby is cleaned, sanitized and free from unnecessary clutter or food.
• Manages all required administrative records for residents and visitors.
• Maintains confidentiality of all residents and clients by not giving out any information without Supervisor approval.
• Ability to de-escalate conflicts or crises in the lobby area between residents and other community members and direct them to appropriate staff who can provide next steps.
• Emergency Response:
• Understands and regularly uses the Emergency E-Book Troubleshoot Manual
• Carries out appropriate and vital communications in a timely manner.
• Responds to crisis by providing concise and accurate information to resolve the crisis which may involve contacting appropriate YWCA staff.
• Maintains working knowledge of fire, safety and disaster plans related to emergency situations and conditions.
• Provides clear direction and access to emergency first responders if/when applicable.
• Follows emergency response guidelines, policies, and procedures.
• Administrative Duties:
• Completes accurate, legible, and coherent written correspondences.
• Records all pertinent information in logbook, and emails case managers, apartment managers, directors, or others as needed.
• Assists in maintaining required supplies and forms.
• Sorts and accurately distributes staff and client mail.
• Understands and follows all policies in the RGC Support Specialist policy manual as well as other YWCA policies and procedures.

Must have's to be successful:

• Ability to work with the public, residents, and people in crisis; minimum 1 year of experience working in a social service setting preferred.
• Experience working in a housing/apartment/residential building in a major city similar to Seattle is preferred.
• Experience working as a security guard
• 3 years in a customer service facing role.
• Demonstrated reliability with attendance and punctuality.
• Demonstrated experience with event logs and/or case notes.
• Written communication (paper, email, online) that is organized and legible with proper spelling and grammatical content.
• Knowledgeable of social services & resources in Seattle & King County area.
• Basic computer literacy with ability to use Outlook, Microsoft Word, and SharePoint.
• Completed De-Escalation Training on an annual basis.
• Valid CPR and First Aid Certification. Obtained within 6 months of employment.

Hours, Rate, and Benefits

• Hourly Range: $26.50 per hour. There is a additional shift differential of $2.00 per hour for selected swing shift hours and $4.00 per hour for selected overnight hours
• Hours: As an on-call position, you will be contacted to work on an "as needed" basis
• For information about our benefits, please visit: YWCA Careers & Benefits Information. At the time of hire, employees may enroll voluntarily in the Fidelity 403b Plan. After two years of employment, employees are eligible to participate in the YWCA Retirement Fund.

Physical Requirements

• Continuous use of speech, hearing and sight abilities in performing job duties
• Continuously repetitive use of hands and wrists and frequent fingering, handling, grasping and reaching in using computers, telephones, fax machines and other office equipment
• Continuously sitting, often for extended periods while performing desktop activities
• Continuously walking to other departments and occasional standing in performing duties
• Frequent lifting and carrying of up to 5 lbs. of paperwork and files
• Frequently bends and stoops while obtaining files in lower drawers
• Ability to frequently move about the facility using the stairs and in emergent situations able to move about the facility quickly following emergency protocols.

YWCA encourages applicants with a variety of experiences to apply! At YWCA, we recognize that lived expertise is a powerful asset. This refers to the insights, knowledge, and skills developed by those who have navigated systems and experienced inequity. Valuing lived expertise helps build trust with program participants, develop culturally responsive programs, and break down barriers to equity. It enriches our collective understanding and enhances our ability to serve communities that are furthest from opportunity.

Mental Health Considerations

All employees of the YWCA interact with clients who have experienced or are experiencing trauma in various forms, including but not limited to, racial trauma, domestic violence, sexual violence, homelessness, unemployment, and financial hardship. As a result, employees are at risk of secondary trauma. We encourage employees to seek support inside and outside the workplace and maintain self-care routines.

Equal Opportunity Employment

YWCA Seattle King Snohomish is an Equal Opportunity Employer. To read more about this, view the EEO is the Law Poster and this EEO is the Law Poster Supplement.

For more information

Contact us at View email address on click.appcast.io with any questions or if you need accommodation for your application.