Floater - Support Services

YWCA of Spokane•Spokane, WA

21h•Onsite

About The Position

The Support Services Floater will offer trauma-informed assistance for clients navigating our services, primarily Our Sister's Closet (OSC), while also providing flexible coverage in other areas as needed. This role will be facilitating the operations of Our Sister's Closet by coordinating client appointments and OSC volunteers, assisting with donations, and creating a dignified and empowering client experience. When required, this position will be providing coverage for our front desks, the Computer Lab, and Drop-In Childcare. Additionally, this role will be assisting in data entry and administrative tasks. The Support Services Floater fosters safety and belonging in alignment with YWCA Spokane's mission to eliminate racism and empower women.

Requirements

High school diploma or GED (or equivalent combination of education and experience) required.
1–2 years of experience in a customer service, administrative, social services, and/or community-facing role required.
Demonstrated ability to work with individuals from diverse backgrounds using empathy, respect, and cultural humility required.
Strong communication and organizational skills, with the ability to multitask and maintain composure in fast-paced or crisis situations required.
Basic computer proficiency, including Microsoft Office, Google Workspace, and data entry systems required.
Commitment to confidentiality, trauma-informed practices, and the mission and values of YWCA Spokane required.
Must meet the requirements of YWCA Spokane's Driver Policy: Have a valid driver's license.
Provide proof of personal auto insurance.
Have a satisfactory or probationary driving record.
Must maintain 20 hours of ongoing training on domestic violence issues annually.

Nice To Haves

Bachelors in social sciences or related field is preferred.
Familiarity with local community resources, social service systems, and referral processes preferred.
Bilingual or multilingual ability preferred.

Responsibilities

Provide primary desk coverage support during staff breaks, staff PTO, staff leave or high-need times.
Complete daily opening procedures, including unlocking entrances, checking common areas for safety and cleanliness, and performing light cleaning as needed.
Maintain consistent visibility and presence at the front desk to support accessibility, security, and client needs.
Greet and welcome clients, visitors, and volunteers in a warm, professional, and trauma-informed manner that promotes a supportive and safe environment.
Answer and manage the main YWCA Spokane phone line, directing calls and providing information as appropriate.
Maintain up-to-date knowledge of YWCA Spokane programs and community resources to provide accurate referrals and information.
Provide emotional support to clients in a calm, empathetic, and non-judgmental manner, recognizing when to refer individuals to appropriate resources or staff members.
Respond to crisis situations involving clients and community members with sensitivity, professionalism, and appropriate support.
Provide supporting coverage for the computer lab by ensuring equipment and workspaces are ready for use, assisting clients with computer access, printing, and online resources, and monitoring the space to promote respectful use and participant safety.
Monitor lobby and shared spaces throughout the day for cleanliness, organization, safety, and accessibility, to maintain a welcoming environment for all visitors.
Assist with incoming and outgoing mail, supply management, and general office needs.
Support updates to front desk procedures, maintain shared resources, and communicate operational changes to staff.
Uphold all confidentiality and communication protocols, maintaining client trust and organizational integrity.
Complete daily closing procedures, including locking doors, turning off lights, and securing the building.
Complete daily opening and closing procedures for OSC, ensuring the space is organized, prepared, and ready to support client appointments throughout the day.
Manage the OSC voicemail by responding to client messages and scheduling, rescheduling, and coordinating shopping appointments as needed.
Fulfill emergency bag requests in a timely manner, with a goal of completing most requests within 24 hours of receipt.
Monitor active emergency bag requests, send out reminders for bags awaiting pick up and redistribute bags that are not picked up within established timeframes.
Provide coverage for scheduled shopping appointments when OSC volunteers are unavailable and capacity allows, welcoming and orienting clients to OSC while ensuring a dignified, supportive, and empowering shopping experience.
Engage and support OSC volunteers by providing training, guidance, and model expectations.
Provide support to the Drop-in Childcare and OSC Manager by serving as the on-site point of contact for OSC volunteers by answering questions, providing day-to-day support.
Coordinate OSC volunteer scheduling by scheduling shifts, responding to availability changes, and helping ensure adequate OSC volunteer coverage for OSC operations.
Assist donors by receiving, sorting, and acknowledging in-kind donations in accordance with procedures.
Maintain the organization and merchandising of the retail floor and storage areas to ensure a clean, accessible, and welcoming environment.
Adapt and reprioritize tasks throughout the day in response to changing client, OSC volunteer, and operational needs, transitioning between responsibilities as needed and returning to incomplete tasks to ensure timely follow-through and completion.
Track and maintain records related to front desk operations, resource referrals, and client interactions.
Provide support in tracking data in internal and external databases for Drop-in and OSC client interactions.
Regularly review and update data entries to maintain accuracy and completeness.
Ensure data integrity, confidentiality, and compliance with organizational and funder requirements.
Assist in maintaining organized and secure digital and paper files.
Provide coverage during staff breaks, staff PTO, staff leave or high-need times.
Support a safe, nurturing environment for children and caregivers using trauma-informed and developmentally appropriate practices.
Engage children accessing drop-in childcare services in child-led, trauma-informed care that supports their individual needs, comfort, and well-being.
Follow all supervision, safety, and health guidelines in compliance with YWCA standards.
Maintain cleanliness and sanitation of toys, equipment, and classroom space.