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Resident, Guest and Client Support Specialist (On-Call)

#17-0410 

REPORTS TO: Customer Service and Client Support Manager

LOCATION: YWCA Seneca (1118 5th Ave, Seattle, WA 98101) and other locations as assigned

DESCRIPTION:               

The 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 afterhours 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 an on call position where the on call RGC 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 principals 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.

RESPONSIBILITIES

Customer Service:

  • Greets residents, guests and clients, answers questions about various YWCA programs with a positive and professional attitude
  • 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
  • Demonstrated ability to interact with people of different cultures and backgrounds
  • Continues search for understanding of racial, gender, and class equity
  • Treats all guests, residents, staff, clients and  volunteers with respect and dignity regardless of race, ethnic background, gender or socioeconomic background
    • Adheres to all Volunteer Services protocol relative to volunteer usage, recognition and monitoring.  Works alongside volunteers, where applicabl 

Emergency Response:

  • Understands and regularly uses the Emergency E-Book Troubleshoot Manual
  • Carries out all communications in a timely manner
  • Responds to 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 and accurately
    • Filling out required Emergency Resident Call forms and distributing as directed 

Safety Monitoring:

  • Checks in overnight visitors of residents and has resident fill out appropriate forms
  • Checks in visitors with appropriate ID, record information legibly on visitor list
  • Maintains confidentiality of all residents and clients by not giving out any information without Supervisor 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 and clients in accordance with the established guidelines and policies

Administrative Duties:

  • Records all pertinent information in 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
  • Performs other duties as assigned

Client Referral and Resources:

  • Recognizes residents who receive Shelter services and report issues to case manager as needed regarding the welfare of these clients
  • Provides necessary services and referrals when 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 next steps

QUALIFICATIONS & COMPETENCIES

  • Ability to work with the public, residents, and people in crisis; minimum 1 year of experience working in a social services setting preferred
  • Ability to work as part of a team, with a positive customer service approach
  • Ability to work under pressure
  • Ability to maintain calm, caring and professional demeanor (especially in stressful situations)
  • Core competencies expected: Attention-to-detail, reliability, collaboration and partnership, customer service, ethics and integrity, fostering diversity, social justice advocacy, planning and organizing, problem solving, professionalism, caring, communication: oral and written, technical expertise, interpersonal skills, stress management, crisis management

REQUIREMENTS

  • Ability to pass a background check
  • References by request

PHYSICAL DEMANDS OF THIS POSITION: The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. In performing this position, the employee:

  • Continuous use of speech, hearing and sight abilities in performing job duties
  • Continuously repetitive use of hands and wrists and frequent fingering, handling, grasping and reaching in using computers, telephones, fax machines and other office equipment and supplies
  • Continuously sitting, often for extended periods while performing desktop activities
  • Continuously walking to other departments and occasional 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

* Continuously over 80% time; Frequently 20-80% time; and Occasionally under 20% time

RATE, HOURS, BENEFITS

  • Salary: This position is classified as Grade 14; $15/hour starting wage
  • This is an on call position where staff will be called on an as-needed basis
  • Fair Labor Standards Act (FLSA) Classification: Non- Exempt
  • This position and is not eligible for YWCA employee benefits except YWCA Retirement Fund and Employee Assistance

TO APPLY:Please send cover letter and resume to gshiring@ywcaworks.org. Due to an agency re-organization, response time may be delayed. Thank you for your patience.

CLOSING DATE: Open until filled.

www.ywcaworks.org

The YWCA of Seattle | King | Snohomish is an Equal Opportunity Employer