Floater - Support Services

YWCA of Spokane•Spokane, WA

19h

About The Position

The Support Services Floater provides trauma-informed assistance to clients navigating YWCA Spokane services, primarily Our Sister’s Closet (OSC), and offers flexible coverage in other areas as needed. The role supports OSC’s daily operations by coordinating client appointments and volunteers, assisting with donations, and creating a dignified and empowering client experience. It may also provide coverage at front desks, the Computer Lab, and Drop-In Childcare, as well as assist with data entry and administrative tasks. The position fosters safety and belonging in alignment with YWCA Spokane’s mission to eliminate racism and empower women. The position is full-time, hourly, and non-exempt, working 40 hours per week for 52 weeks per year. The schedule is Monday through Thursday, 8:00 a.m.–5:00 p.m., and Friday, 8:00 a.m.–3:00 p.m. Pay is $19.79–$21.00 per hour, dependent on prior experience. Employees who use a qualifying second language in the workplace may receive an additional $3 per hour for all hours worked. The role provides front-desk and client-navigation coverage; OSC appointment, volunteer, and donation support; data and administrative support; and, as needed, Drop-In Childcare coverage. The position requires 20 hours of ongoing annual training on domestic violence issues. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

High school diploma or GED, or an equivalent combination of education and experience.
1–2 years of experience in a social services, community-facing, customer service, and/or administrative role.
Demonstrated ability to work with individuals from diverse backgrounds using empathy, respect, and cultural humility.
Strong communication and organizational skills, with the ability to multitask and remain composed in fast-paced or crisis situations.
Basic computer proficiency, including Microsoft Office, Google Workspace, and data-entry systems.
Commitment to confidentiality, trauma-informed practices, and the mission and values of YWCA Spokane.
Ability to maintain 20 hours of ongoing annual training on domestic violence issues.

Nice To Haves

Bachelor’s degree in social sciences or a related field.
Familiarity with local community resources, social service systems, and referral processes.
Bilingual or multilingual ability.

Responsibilities

Provide front-desk coverage during staff breaks, paid time off, leave, or high-need periods, including opening and closing procedures and maintaining a welcoming, safe, clean, and accessible environment.
Welcome clients, visitors, and volunteers in a professional, warm, and trauma-informed manner; answer the main phone line and direct calls or provide appropriate information.
Maintain knowledge of YWCA Spokane programs and community resources to provide information and referrals.
Offer calm, empathetic emotional support and respond appropriately to client or community-member crisis situations, including referrals to suitable resources or staff.
Support the Computer Lab by preparing equipment and workspaces, assisting with computer access, printing, and online resources, and monitoring safety and respectful use.
Monitor shared spaces; assist with mail, supplies, office needs, front-desk procedures, shared resources, and communications about operational changes.
Follow confidentiality and communication protocols and secure the building during closing procedures.
Complete OSC opening and closing procedures and keep the space organized and ready for client appointments.
Manage OSC voicemail and schedule, reschedule, and coordinate shopping appointments; monitor and follow up on emergency bag requests, including timely fulfillment and redistribution of unclaimed bags.
Cover OSC shopping appointments when volunteers are unavailable and capacity allows, ensuring clients have a dignified and supportive experience.
Train, guide, and support OSC volunteers; serve as an on-site point of contact and coordinate volunteer schedules and coverage.
Receive, sort, and acknowledge in-kind donations according to procedures; maintain orderly, accessible, and welcoming retail and storage areas.
Adapt and reprioritize tasks as client, volunteer, and operational needs change, and follow through on incomplete tasks.
Track and maintain records related to front-desk operations, referrals, and client interactions; enter and update data in internal and external databases while maintaining accuracy, confidentiality, and compliance requirements.
Maintain organized and secure digital and paper files.
Provide Drop-In Childcare coverage as needed; support a safe, nurturing environment using trauma-informed and developmentally appropriate practices.
Engage children in child-led care that supports their individual needs and well-being; follow supervision, safety, and health guidelines and maintain clean, sanitary toys, equipment, and classroom spaces.
Maintain 20 hours of ongoing training on domestic violence issues annually.

Benefits

Medical, dental, and vision insurance.
Employer-paid life insurance.
12 paid holidays.
Employee Assistance Program.
Paid time off accessible at time of hire.
Employer-funded retirement plan and 401(k) options.
Ongoing training and development.
Flexible Spending and Dependent Care account options.
50% off YMCA membership.
Additional $3 per hour bilingual pay differential for employees who use a qualifying second language in the workplace, applicable to all hours worked.