Support Specialist

Kittitas Interactive Management • Yakima, WA

7d

About The Position

The Support Specialist serves as the central operational authority during assigned shifts, providing active crisis management, first-contact resolution, and strategic deployment services for Front Line Employees. The role requires independent critical thinking to stabilize high-pressure situations, provide immediate practical solutions, enforce agency protocols, and support operational continuity and issue resolution at the point of contact.

The Support Specialist maintains responsive, accurate communication; documents and resolves employee support issues; assesses crises and implements stabilization solutions; and coordinates staffing, resources, systems, equipment, and workflow improvements. The role includes off-hours scheduling command and participation in a scheduled Ready Squad rotation, with potential physical deployment to agency-supported living homes to provide on-site relief when staffing cascades are exhausted.

Requirements

• High school diploma or equivalent.
• Valid driver’s license or Washington State identification card.
• Current criminal background clearance from DSHS.
• Ability to read and interpret documents, reports, technical specifications, regulations, and correspondence, and to produce clear, accurate written communications.
• Ability to present information effectively to staff and management in individual and group settings.
• Ability to perform basic arithmetic, prepare projections, and use budgets effectively.
• Ability to solve practical problems involving multiple variables and interpret written, oral, diagram, or schedule instructions.
• Ability to evaluate feedback and ideas, assess implications and risks, and recommend effective next steps.
• Ability to use word-processing and spreadsheet applications and standard office equipment, including computers, copiers, fax machines, telephones, printers, and scanners.
• Ability to communicate detailed instructions and information clearly and accurately, and to receive and understand routine workplace conversations.
• Ability to type and handle small objects, and frequently perform repetitive wrist, hand, and finger movements.
• Sufficient visual acuity to prepare and inspect documents and operate applicable office equipment.
• Ability to frequently sit, stand, and walk; occasionally stoop, kneel, crouch, or crawl; and occasionally lift or move up to 20 pounds.

Nice To Haves

• College coursework preferred.
• Bachelor’s degree preferred.
• One year of support-center or call-center experience preferred.
• Demonstrated success resolving difficult situations with positive outcomes.

Responsibilities

• Maintain high responsiveness, accuracy, and clear communication to support front-line staff, client care, and staff security.
• Ensure transparency, thorough documentation, and compliance with agency protocols, HIPAA requirements, and confidentiality standards.
• Optimize support workflows, dispatch accuracy, and resource routing.
• Reflect KIM’s core pillars in daily communications, issue escalation, and problem-solving.
• Identify operational barriers and support challenges, and use staff feedback to improve response protocols.
• Analyze incoming crises using the ABC Accountability Debrief framework and implement immediate stabilization solutions before escalating to management.
• Remain calm, prioritize tasks, and provide clear, professional customer service during high-pressure or urgent situations.
• Navigate multiple software applications while communicating with employees and coordinating solutions.
• Document calls, submit SharePoint support tickets, track resolutions, and follow up to ensure issue closure.
• Prepare routine reports and analyze support-center data to improve processes, resource allocation, and service delivery.
• Collaborate with management on network needs, operational policies and procedures, and system or workflow changes.
• Coordinate equipment maintenance, repairs, and hardware or software upgrades as assigned.
• Comply with statutory confidentiality requirements, HIPAA regulations, and agency policies, and perform related operational duties as assigned.
• Make autonomous decisions by providing definitive answers and practical troubleshooting to Front Line Employees, minimizing unnecessary transfers to executive and clinical departments.
• Execute off-hours scheduling command, enforce 12-hour fatigue check-ins, and independently drive Tier 1 and Tier 2 staffing cascades before activating executive leadership.
• Participate in the scheduled Tier 3 Ready Squad rotation in a waiting-to-be-engaged status pursuant to SOP-SCH-002.
• Maintain operational availability for physical deployment and on-site relief across agency-supported living homes to meet mandatory Home Coverage requirements, mitigate staff fatigue under SOP-HR-018, and resolve critical shift vacancies when Tier 1 and Tier 2 cascades are exhausted.

Benefits

• Medical, dental, and vision insurance for employees working 30 hours or more per week.
• Voluntary accident, hospital indemnity, and critical illness insurance options through MetLife.
• Employer-paid Employee Assistance Program available free of charge to employees and their households.
• 401(k) retirement plan; employees become eligible after one year of continuous service.
• Accrued sick time.
• An 8-hour personal day awarded annually on the employee’s work anniversary.
• Vacation time offered after one year of continuous service.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED