Client Support Specialist (Overnight Shift)

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.                   The RGC Support Specialist supports a lobby area that has resident activity, staff and community visitors’ strong communication and safety awareness are essential.  Staff working the swing shift 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. Schedule: Saturday and Sunday (11:30 pm - 8:00 am)Expectations of your role:Customer Service:Greets residents, guests and clients, answers questions about various YWCA programs with a positive and professional attitudeMaintain knowledge of YWCA resident resources, services, and staff and can make appropriate inter-agency referralsAnswers all incoming calls:Directing them to appropriate departments and takes messagesAnswers inquiries regarding all resources and services offered by the YWCAMaintains calm, caring and professional demeanor at all times, especially during stressful situationsCommunicates effectively and appropriately in a diverse environment:Maintains confidentiality, discretion and professionalism by not discussing residents, guests, staff or clients with othersMaintains proper client/staff relationship boundariesIncorporate the YWCA’s Social Justice Initiative by understanding how racism, sexism, classism, and other oppressions intersect and are embedded in institutionsTreats all guests, residents, staff, clients and volunteers with respect and dignity regardless of race, ethnic background, gender or socioeconomic background Safety Monitoring:Secures the front lobby area by ensuring proper security of entrances and follows all site protocols related to accessMonitors activity in the lobby area and on cameras throughout the building and enforces policies regarding building and resident safetyEnsures the front desk lobby is cleaned, sanitized and free from unnecessary clutter or food. Manages all required administrative records for residents and visitorsMaintains confidentiality of all residents and clients by not giving out any information without Supervisor approvalAbility 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 stepsEmergency Response:Understands and regularly uses the Emergency E-Book Troubleshoot ManualCarries out appropriate and vital communications in a timely mannerResponds to crisis by providing concise and accurate information to resolve the crisis which may involve contacting appropriate YWCA staffMaintains 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 applicableFollows emergency response guidelines, policies, and proceduresAdministrative Duties:Completes accurate, legible, and coherent written correspondencesRecords all pertinent information in logbook, and emails case managers, apartment managers, directors, or others as neededAssists in maintaining required supplies and formsSorts and accurately distributes staff and client mailUnderstands and follows all policies in the RGC Support Specialist policy manual as well as other YWCA policies and proceduresMust 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 preferredExperience working in a housing/apartment/residential building in a major city similar to Seattle is preferredExperience working as a security guard or hotel front desk role3 years in a customer service facing roleDemonstrated reliability with attendance and punctualityDemonstrated experience with event logs and/or case notesWritten communication (paper, email, online) that is organized and legible with proper spelling and grammatical contentKnowledgeable of social services & resources in Seattle & King County areaBasic computer literacy with ability to use Outlook, Microsoft Word, and SharePointCompleted De-Escalation Training on an annual basisValid CPR and First Aid Certification.  Obtained within 6 months of employmentHours, Rate, and BenefitsHourly pay rate: $26.50 per hourHours: 16 hours per weekPro-rated vacation, holiday, and sick leave plans. For more information about our benefits, please visit: YWCA Careers & Benefits InformationAt the time of hire, employees may enroll voluntarily in the Fidelity 403b PlanPhysical RequirementsContinuous use of speech, hearing and sight abilities in performing job dutiesContinuously repetitive use of hands and wrists and frequent fingering, handling, grasping and reaching in using computers, telephones, fax machines and other office equipmentContinuously sitting, often for extended periods while performing desktop activitiesContinuously walking to other departments and occasional standing in performing dutiesFrequent lifting and carrying of up to 5 lbs. of paperwork and filesFrequently bends and stoops while obtaining files in lower drawersAbility to frequently move about the facility using the stairs and in emergent situations able to move about the facility quickly following emergency protocols* Continuously over 80% time; Frequently 20-80% time; and occasionally under 20% time   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 ConsiderationsAll 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 EmploymentYWCA 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.