Job Information
YWCA Seattle | King | Snohomish Client Support Specialist (Overnight) in Seattle, Washington
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.* *
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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 (11:30 pm - 8:00 am)
Expectations of your role:
[Customer Service]{.underline}:
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]{.underline}:
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 s