Client Support Specialist (Swing and Overnight)

Why work with YWCA Seattle King Snohomish?

YWCA SKS is the region's largest non-profit organization with a 120 year legacy, focused on the needs of women, with programs serving 7,000 people each year. When you work with YWCA, you make a difference.

We're women and BIPOC-led, family-centered, and supportive of employees. As a full-time YWCA employee (30 hours), you'll enjoy a benefits package including medical insurance, generous vacation, holiday, sick leave plans, and an outstanding retirement plan. Put your passion for racial equity and social justice to work - apply today!

What You'll Do

YWCA is looking for committed , available , and skilled problem solvers to join our team. The Resident Support Specialist at YWCA are officially titled Resident, Guest, and Client Support Specialists due to the breadth of people they serve. RGC Support Specialists 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 building and Opportunity Place Residence.

The RGC Support Specialist (Overnight) supports a lobby area that has resident activity with strong communication and safety awareness. Staff working the overnight shift must maintain a lobby that is free of unnecessary distractions and security focused. As the first YWCA person guests and clients meet interpersonal skills, positive attitude, patience, and self-awareness are extremely important. Resident activity can be heavy until midnight or 1am so keeping the building secure and monitoring lobby activity is important.

Schedule : Saturday and Sunday (3 : 30 pm - 12 : 00 am) or (11 : 30 pm - 8 : 00 am)

Expectations of your role :

• Customer Service :
• Greets residents, guests and clients, answers questions about various YWCA programs.
• Issue after hours housing and transportation vouchers per provided protocol.
• Apply de-escalation techniques during lobby conflicts with ability to calm elevated emotions.
• 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 by not discussing residents, guests, staff or clients with others.
• 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.
• Safety Monitoring :
• Ensures security cameras are operable and working throughout shift. Any camera issues need to be logged and contact IT via a service desk ticket.
• Front lobby doors remain locked at all times.
• Resident / Unit concerns that are brought to front desk staff must be addressed via the provided protocol.
• 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.
• Maintain First Aid CPR certification, Blood Borne Pathogens training as offered by the organization.
• 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.
• Provide basic training on the front desk operations for new RGC staff via a schedule job shadow.
• 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 :

Hours, Rate, and Benefits

Physical Requirements

LI-Onsite

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 careers@ywcaworks.org with any questions or if you need accommodation for your application.

Salary : $22