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
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