Client Support Specialist (Swing/Overnight Shift)

YWCA Seattle King Snohomish•Seattle, WA

2d•$27 - $27•Onsite

About The Position

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 visitorsâ 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 (3:30 pm - 12:00 am/11:30 pm - 8:00 am)

Requirements

Ability to work with the public, residents, and people in crisis; minimum 1 year of experience working in a social service setting preferred.
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.

Nice To Haves

Experience working in a housing/apartment/residential building in a major city similar to Seattle is preferred.
Experience working as a security guard or hotel front desk role
3 years in a customer service facing role.

Responsibilities

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.
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 YWCAâs 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.
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.
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.
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.