Client Support Specialist

Company: Medium
Location: Seattle
Posted on: January 27, 2023

Job Description:

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 DoThe Resident, Guest and Client Support Specialist (RGC Support Specialist) is 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 simple referrals to YWCA programs and to community resources as needed. This position also acts as a first responder to emergency situations on-site; the YWCA Seneca building is the main after-hours emergency call center for YWCA residents.The RGC Support Specialist may be the first YWCA person who guests and clients meet. Strong interpersonal skills, a positive attitude, patience, and a professional appearance are extremely important.This is a Regular Full-Time position where the Resident Guest Clinic Support Specialist is called on an as-needed basis. The front desk is open 24/7 and shifts may become available on weekends, weekdays, and evenings. This position has a social justice component that requires critical thinking through the lens of racism and intersections with poverty. Knowing the core principles of antiracism and grounding those principles in everyday work are required job skills and core values.As an equal-opportunity employer, we highly encourage people of color to apply.Hours per week: 40Hourly pay range: $ - Responsibilities

• Customer Service:
• Greets residents, guests, and clients, and answers questions about various YWCA programs with a positive and professional attitude
• Treats all guests, residents, staff, clients, and volunteers with respect and dignity regardless of race, ethnic background, gender or socioeconomic background
• Answers all incoming calls, directing them to appropriate departments, and takes messages when needed
• Maintains calm, caring, and professional demeanor at all times, especially during stressful situations
• Communicates appropriately in a diverse environment
• Maintains confidentiality, discretion, and professionalism by not discussing residents, guests, staff or clients with others
• Maintains proper relationship boundaries
• Adheres to all Volunteer Services protocols relative to volunteer usage, recognition, and monitoring
• Actively engages in agency-wide Race and Social Justice Initiative (RSJI) and strives for racially equitable outcomes; takes responsibility for creating and maintaining a safe and welcoming community by making room for people of color, trans and gender-non-conforming folks, and other populations who routinely encounter systemic oppressions
• Administrative Duties:
• Records all pertinent information in the log book, 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 Manuals
• This position description generally describes the principal functions of the position, the level of knowledge and skills typically required, and the general scope of responsibility. It is not intended as a complete list of specific duties and responsibilities and should not be considered an all-inclusive listing of work requirements. Individuals will perform other duties as assigned
• Client Referral and Resources:
• Recognizes residents who receive Shelter services and report issues to the case manager as needed regarding the welfare of these clients
• Provides necessary services and referrals when the Shelter case manager is not available
• 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 the next steps
• Emergency Response
• Understands and regularly uses the Emergency E-Book Troubleshoot Manual
• Carries out all communications in a timely manner
• Responds to a crisis by providing information to resolve the crisis which may involve contacting appropriate YWCA staff
• Follows emergency response guidelines and policies, including:
• Communicating with designated staff as needed to ensure emergency response happens quickly
• Completing incident reports as required
• Filling out required Emergency Resident Call forms and distributing them as directed
• Safety Monitoring:
• Checks in overnight visitors of residents and have residents fill out appropriate forms
• Checks in visitors with appropriate ID, record information legibly on the visitor list
• Maintains confidentiality of all residents and clients by not giving out any information without Supervisor's approval
• Monitors activity in the lobby area and on cameras throughout the building and enforces policies regarding building and resident safety
• Monitors women and men's bathroom keys (keeping them behind the desk)
• Provides access to residents, guest,s and clients in accordance with the established guidelines and policies
• Attend required safety training and meetings; follow all safety and health guidelines, standards, practices, policies, and procedures; and actively participate in the agency's Emergency Preparedness program and activitiesMinimum Qualifications
  • Ability to work with the public, residents, and people in crisis; minimum 1 year of experience working in a social service setting preferred
  • Ability to work as part of a team, with a positive customer service approach, and work under pressure
  • Ability to maintain a calm, caring, and professional demeanor (especially in stressful situations)
  • Demonstrated commitment to antiracist principles
  • Demonstrated understanding of the intersections of race and poverty
  • Experience working with communities of color and people from different cultures than your own
  • Demonstrated knowledge and skills of basic computer competencies such as email, calendaring, entry-level data entry, and familiarity with Microsoft Office productsPhysical Demands
    • Continuoususe of speech, hearing, and sight abilities in performing job duties
    • Continuouslyrepetitive use of hands and wrists and frequent fingering, handling, grasping, and reaching in using computers, telephones, fax machines, and other office equipment and supplies
    • Continuouslysitting, often for extended periods while performing desktop activities
    • Continuouslywalking to other departments and occasionally 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#YWCAWORKSYWCA encourages applicants with a variety of experiences to apply!We recognize people gain knowledge, skills, and abilities through various experiences. For this reason, professional, academic, lived and volunteer/community-based experiences will all be considered in the application review process.Vaccination RequirementAll new hires must be vaccinated in accordance with CDC guidelines before their first day of employment.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 We encourage employees to seek support inside and outside the workplace and maintain self-care routines.Equal Opportunity EmploymentYWCA Seattle - King - Snohomishis an Equal Opportunity Employer.To read more about this, view theposter and this.For more information Contact us at with any questions or if you need accommodation for your application.

Keywords: Medium, Seattle , Client Support Specialist, Other , Seattle, Washington