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Resident, Guest, Client Support Specialist
Job Code:21-01004
Reports to:Housing Services Manager
Position Status:On Call Employee
Home Site:Seneca
Location:1118 5th Ave Seattle, WA 98101
  
Summary:

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 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 position will begin as on-call position, with the opportunity for more hours/regular schedule depending on staff changes, demonstrated commitment, & performance. Flexibility with scheduling is required, including Monday - Friday between 8:00 AM-6:00 PM.

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
  • Adheres to all Volunteer Services protocol 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

Emergency Response

  • 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 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
    • Filling out required Emergency Resident Call forms and distributing as directed
  • Attend required safety trainings and meetings; follow all safety and health guidelines, standards, practices, policies and procedures; and actively participate in the agency’s Emergency Preparedness program and activities 

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
  • Attend required safety trainings and meetings; follow all safety and health guidelines, standards, practices, policies and procedures; and actively participate in the agency’s Emergency Preparedness program and activities 

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

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
  • This position description generally describes the principle 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

Qualifications & Core 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)
  • Demonstrated commitment to anti-racist principles
  • Demonstrated understanding of the intersections of race and poverty
  • Experience working with communities of color and people from different cultures than your own
  • Must be able to pass the YWCA's criminal background check process
  • Core Competencies Expected: Attention-to-Detail, Reliability, Collaboration and Partnership, Customer Service, Ethics and Integrity, Fostering Diversity, Race & Social Justice Advocacy, Planning and Organizing, Problem Solving, Professionalism, Caring, Communication: Oral and Written, Technical Expertise, Interpersonal Skills, Stress Management, Crisis Management

Physical Demands:

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:

  • All positions at YWCA Seattle | King | Snohomish are exposed to clients who have experienced or are experiencing trauma in various forms including but not limited to: domestic violence, sexual violence, homelessness, unemployment, financial hardship, etc.As a result, staff are at risk of secondary trauma. Employees are encouraged to seek external support and maintain self-care when working indirectly or directly with clients
  • 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


Hours, Rate & Benefits:
• Hourly rate: $17.00
• Hours per week: This is an On Call position with hours scheduled as need basis. Flexibility with scheduling is required, including 8:00 AM-6:00 PM Monday thru Friday.
• FLSA Classification: Non-Exempt.
• At the time of hire, employees may choose to voluntarily enroll in the Fidelity 403b Plan. Typically after two years of employment, employees are eligible to participate in the YWCA Retirement Fund.