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 support for Front Line Employees. The role requires independent critical thinking to stabilize high-pressure situations, provide immediate practical solutions, and enforce agency protocols. The Support Specialist promotes operational continuity and issue resolution while applying KIM’s Standards of Excellence.

The position involves analyzing incoming crises, troubleshooting issues, coordinating staffing and resources, documenting and tracking support requests, preparing reports, and collaborating with management on operational needs and process changes. It also includes off-hours scheduling responsibilities and participation in a scheduled Ready Squad rotation, with operational availability for physical deployment and on-site relief at supported living homes 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.
• Ability to produce clear, accurate written communications and present information effectively to staff and management.
• 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.
• Ability to communicate detailed instructions clearly, understand routine workplace conversations, and perform frequent repetitive wrist, hand, and finger movements.
• 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.
• Bachelor’s degree.
• One year of support-center or call-center experience.
• Demonstrated success resolving difficult situations with positive outcomes.

Responsibilities

• Maintain responsive, accurate, and clear communication with front-line staff during each shift.
• Document work thoroughly and comply with agency protocols, HIPAA requirements, and confidentiality standards.
• Improve support workflows, dispatch accuracy, and resource routing.
• Apply KIM’s core pillars in communications, issue escalation, and problem-solving.
• Identify operational barriers 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 professional customer service in high-pressure or urgent situations.
• Use multiple software applications while communicating with employees and coordinating solutions.
• Document calls, submit SharePoint support tickets, track resolutions, and follow up to close issues.
• Prepare routine reports and analyze support-center data to improve processes, resource allocation, and service delivery.
• Collaborate with management on network needs, operational policies, procedures, and system or workflow changes.
• Coordinate equipment maintenance, repairs, and hardware or software upgrades as assigned.
• Perform related operational duties and comply with statutory confidentiality requirements, HIPAA regulations, and agency policies.
• Provide 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 Ready Squad rotation in a waiting-to-be-engaged status under 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 coverage 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 to employees and their households.
• 401(k) plan, with eligibility 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
• Career Level: Entry Level
• Education Level: High school or GED