Client Support Specialist

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!

YWCA is looking for committed
, available
, and skilled problem solvers to join our team. Resident Support Specialists (officially titled Resident, Guest, and Client Support Specialists) provide high‑quality, culturally responsive, and consistent in‑person and phone customer service to all residents, clients, guests, staff, volunteers, donors, and community members in a diverse and fast‑paced environment. Service includes providing initial referrals to YWCA programs and community resources as needed.

This position also acts as a first responder to onsite emergency situations at the YWCA Seneca and Opportunity Place buildings.

The Specialist supports a lobby area with resident activity. Effective communication and safety awareness are essential. Staff must maintain a lobby that is free of unnecessary distractions, welcoming, and security focused. As the first YWCA person guests and clients meet, interpersonal skills, positivity, patience, and a professional appearance are extremely important. Resident activity can continue until midnight or 1 AM, so keeping the building secure and monitoring lobby activity is essential.

• Customer Service:
  Greet residents, guests and clients, answer questions about YWCA programs with a positive and professional attitude.
• Maintain knowledge of YWCA resident resources, services, and staff and make appropriate inter‑agency referrals.
• Answer all incoming calls: direct them to appropriate departments, take messages, and answer inquiries regarding all resources and services offered by the YWCA.
• Maintain calm, caring and professional demeanor at all times, especially during stressful situations.
• Communicate effectively in a diverse environment: maintain confidentiality, discretion and professionalism and maintain proper client/staff relationship boundaries.
• Incorporate YWCA’s Social Justice Initiative by recognizing how racism, sexism, classism, and other oppress ions are embedded in institutions.
• Treat all guests, residents, staff, clients and volunteers with respect and dignity regardless of race, ethnicity, gender or socioeconomic status.
• Security and Safety Monitoring:
  Ensure security cameras are operable and working throughout shift.
• Secure the front lobby area by ensuring proper security of entrances and following all site protocols related to access.
• Monitor activity in the lobby area and on cameras throughout the building and enforce policies regarding building and resident safety.
• Ensure the front desk lobby is cleaned, sanitized and free from unnecessary clutter or food.
• Manage all required administrative records for residents and visitors.
• Maintain confidentiality of all residents and clients by not disclosing information without supervisor approval.
• De‑escalate conflicts or crises in the lobby area between residents and community members and direct them to appropriate staff.
• Emergency Response:
  Understand and use the Emergency E‑Book Troubleshoot Manual; carry out appropriate and vital communications in a timely manner; respond to crisis by providing concise and accurate information; maintain working knowledge of fire, safety and disaster plans related to emergency situations; provide clear direction and access to emergency first responders when applicable; follow emergency response guidelines, policies, and procedures.
• Administrative Duties:
  Complete accurate, legible, and coherent written correspondences; record all pertinent information in logbook; email case managers, apartment managers, directors, or others as needed; assist in maintaining required supplies…