Client Support Specialist

Resident Support Specialist

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. 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 and Opportunity Place buildings.

The RGC Support Specialist supports a lobby area that has resident activity, staff and community visitors' strong communication and safety awareness are essential. Staff working the swing shift must maintain a lobby that is free of unnecessary distractions, welcoming, and security focused. As the first YWCA person who guests and clients meet interpersonal skills, positive attitude, patience, and a professional appearance 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 (Overnight) 11:30 pm - 8:00 am. We are also hiring for On-Call!

Expectations of your role:

• Greets residents, guests and clients, answers questions about various YWCA programs with a positive and professional attitude.
• 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 and 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