ROBINANN MASON

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 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.

• Assisted in daily operations, ensuring compliance with safety protocols and organizational standards.
• Supported team in managing client needs effectively during high-demand periods.
• Maintained accurate documentation of client interactions and services provided.
• Provided immediate aid to affected individuals, ensuring their basic needs were met during crises.
• Kept work areas clean, organized, and safe to promote efficiency and team safety.
• Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
• Contributed to team success by completing jobs quickly and accurately.

• Whether providing basic needs, services, or de-escalating negative client interactions, the position receives daily supervision from the King County Shelter Program Manager, Supervisor, or designated assistant. Respond to crisis and inquiry telephone calls by providing support, information, and referrals to other appropriate social service agencies. Duties: Provide assistance to residents to ensure a safe environment, to include compliance with rules and policies. Conduct periodic walking inspections of all areas of the facility, for the purpose of identifying and initiating appropriate action (correction, reporting, etc.) of hazards, inappropriate behavior, needed repairs or other notable condition. Respond to emergency situations that may arise, making independent decisions within policy guidelines, as necessary. Provide crisis intervention and institute security procedures should a critical or threatening situation arise. Provide timely and appropriate notification to police, fire, emergency medical and supervisory authorities. Conduct client intakes and departure processes, as required by department policy. Provide orientation, support, and supervision to volunteers. Assist with the orientation and training of new staff, volunteers, and interns. Work cooperatively with other Salvation Army staff and programs. Represent Salvation Army programs to other community agencies and representatives in a respectful and positive manner. Participate in staff meetings. Maintain case records and required forms and reports in prescribed format. Comply with Salvation Army procedural requirements, including those set forth in the Policy & Procedure Manual and Employee Handbook. Prepare water, coffee, snacks for guests, when available. General cleaning (including mopping, sweeping, wiping down) of facility bathrooms, sleeping area, and common areas as assigned.

• Be the first greeter when a resident, visitor, or vendor comes to the building, and notify residents of the arrival of visitors. Assist residents with incoming/outgoing packages and maintain the Package Room in an orderly fashion. Answer resident questions about the amenities and assist with making reservations for the Guest Suite, Owners’ Lounge, or Conference Room. Answer the telephone promptly and in a professional manner, direct callers to appropriate individuals and take messages. Monitor security cameras, conduct regular security sweeps, and respond to urgent and emergency situations. Monitor and be familiar with Building systems and emergency procedures. Work with the building manager, monitor service vendors, and contractors to ensure they adhere to Building standards, rules, and decorum. Manage parking, building and elevator access, and distribution of key fobs. Be knowledgeable and familiar with the Building Rules and Regulations.

• Sales and Marketing Experience Keep accurate records of monetary exchanges, authorization forms, and transaction reconciliations. Exchange money, credit, and make change for customers. Maintain cage security according to rules. Receive payment by cash, check, credit cards, vouchers, or automatic debits. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Check to ensure that appropriate changes are made to resolve customers’ problems.

• Monitor food distribution, ensuring that meals are delivered to the correct recipients and that guidelines, such as those for special diets, are followed. Clean or sterilize dishes, kitchen utensils, equipment, or facilities. Place food servings on plates or trays according to orders or instructions. Take food orders and relay orders to kitchens or serve counters so they can be filled. Stock service stations with items such as ice, napkins, or straws. Prepare food items, such as sandwiches, salads, soups, or beverages. Determine where patients or patrons would like to eat their meals and help them get situated.

• Participated in training sessions to enhance skills in leadership and teamwork.
• Monitored participant progress, providing support and encouragement throughout activities.
• Provided guidance and support to participants to promote memorable experiences.
• Supported organization's mission, volunteering for various roles as needed.

• Developed and implemented age-appropriate educational activities for children aged 2-5, fostering cognitive and social skills.
• Assisted in managing daily routines and schedules for a group of children, ensuring a safe and nurturing environment.
• Collaborated with parents to discuss child progress and address developmental concerns, maintaining open communication.