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.

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:
• 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:
• 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 staff must be addressed via the provided protocol.
• Secures the front lobby area by ensuring proper security of entrances and follows all site protocols related to access.
• Monitors activity in the lobby area and on cameras throughout the building and enforces policies regarding building and resident safety.
• Ensures the front desk lobby is cleaned, sanitized and free from unnecessary clutter or food.
• Manages all required administrative records for residents and visitors.
• Maintains confidentiality of all residents and clients by not giving out any information without Supervisor approval.
• 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.
• Emergency Response:
• Understands and regularly uses the Emergency E-Book Troubleshoot Manual
• Carries out appropriate and vital communications in a timely manner.
• Responds to crisis by providing concise and accurate information to resolve the crisis which may involve contacting appropriate YWCA staff.
• Maintain First Aid CPR certification, Blood Borne Pathogens training as offered by the organization.
• Maintains working knowledge of fire, safety and disaster plans related to emergency situations and conditions.
• Provides clear direction and access to emergency first responders if/when applicable.
• Follows emergency response guidelines, policies, and procedures.
• Administrative Duties:
• Completes accurate, legible, and coherent written correspondences.
• Provide basic training on the front desk operations for new RGC staff via a schedule job shadow.
• Records all pertinent information in logbook, 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 policies and procedures.

• Ability to work with the public, residents, and people in crisis; minimum 1 year of experience working in a social service setting preferred.
• Experience working in a housing/apartment/residential building in a major city similar to Seattle is preferred.
• Experience working as a security guard or hotel front desk role
• 3 years in a customer service facing role.
• Demonstrated reliability with attendance and punctuality.
• Demonstrated experience with event logs and/or case notes.
• Written communication (paper, email, online) that is organized and legible with proper spelling and grammatical content.
• Knowledgeable of social services & resources in Seattle & King County area.
• Basic computer literacy with ability to use Outlook, Microsoft Word, and SharePoint.
• Completed De-Escalation Training on an annual basis.
• Valid CPR and First Aid Certification. Obtained within 6 months of employment.

• Hourly pay rate: $22.00 per hour with additional shift differential of $4.00 per hour for selected overnight hours
• Hours: 16 hours per week
• Excellent benefits package including medical insurance, retirement plan, plus generous vacation, holiday, and sick leave plans
• At the time of hire, employees may enroll voluntarily in the Fidelity 403b Plan
• After two years of employment, employees are eligible to participate in the YWCA Retirement Fund

• 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
• 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
• Ability to frequently move about the facility using the stairs and in emergent situations able to move about the facility quickly following emergency protocols.

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