Administrative Advocate

YWCA South Hampton Roads; Norfolk (VA); On-site; USD 22,000 - 26,000; Full time

Job summary

YWCA South Hampton Roads in Virginia is seeking an Administrative Advocate to provide crisis intervention counseling support and manage referral services within the counseling department. The role includes answering calls, scheduling appointments, maintaining client confidentiality, and assisting with data entry in the electronic records system.

Ideal candidates have a high school diploma and 2–3 years of related experience, or an Associate’s degree with customer service experience.

Qualifications

• Requires HS diploma and 2–3 years admin support experience or an Associate’s degree plus two years customer service.
• Experience with crisis clients preferred.
• Background check required.

Responsibilities

• Provide crisis intervention counseling support and referral coordination.
• Answer office and hotline lines; greet visitors and schedule counseling appointments.
• Maintain client confidentiality per policy and manage documentation in the EHR.
• Enter data for calls, walk-ins, and services in the case management system.
• Assist with billing tasks and office supply management.
• Organize materials, prepare mailings and training materials.
• Direct and train interns/volunteers supporting the counseling department.

Skills

Crisis intervention

Office software

Multitasking

Organizational skills

Interpersonal skills

Calm demeanor

Confidentiality

Travel readiness

Education

High school diploma

Associate’s degree

Tools

Microsoft Office

Job description

Description

About YWCA South Hampton Roads

YWCA is the oldest and largest multicultural women’s organization in the world. YWCA South Hampton Roads (YWCA SHR) is dedicated to the fullness of its mission to eliminate racism, empower women and promote peace, justice, freedom and dignity for all.

Serving approximately 8,000 individuals each year, YWCA SHR is a source of strength, courage and empowerment for women and families facing crisis. We are a community catalyst for meaningful change and the advocate for shaping vital impact through quality services responding to the critical needs of survivors of sexual violence and domestic violence. YWCA SHR works across racial, gender, religious and social lines with organizations-partners in all sectors to educate about disparities, advocate for change and provide resources and tools to dismantle oppressive systems.

YWCA SHR is in the midst of a rapid transformation from a well-established direct service provider for women and families facing crisis to an organization working at the intersection of eliminating racism, empowering women and standing up for social justice, helping families and strengthening our community.

About the Position

Under general supervision of the Director of Survivor Services, this position is responsible for performing administrative support work to include assisting the counseling department.

ESSENTIAL DUTIES

• Provide crisis intervention counseling and coordinating referral services, as well as providing advocacy and information to walk-in crisis clients
• Maintain client confidentiality in accordance with the YWCA SHR’s Confidentiality policy
• Answer office and hotline telephone lines, providing telephone support to clients and allied professionals
• Respond to telephone inquiries, greet visitors, and schedule counseling appointments via an electronic health record
• Keep the front desk, meeting rooms and all waiting areas tidy and presentable with all necessary materials
• Ensure rooms are maintained and fully equipped cleaning and sanitizing offices, meeting rooms, kitchenettes and public areas
• Respond to crisis situations involving program participants
• Data entry for phone calls, walk-in crisis clients, weekend crisis services, as well as data entry support to staff within electronic case management system
• Respond and facilitate counseling referrals submitted through electronic case management system
• Attend staff meetings, volunteer in-service, and related professional activities as assigned
• Provide education to the community as well as YWCA staff, interns and volunteers on YWCA services and interpersonal violence
• Complete billing tasks as assigned including processing payment from participants for rendered services
• Oversee office supply needs and submit supply orders
• Document staff meeting minutes and distributes to staff and/or appropriate meeting participants as requested
• Organize program materials, prepare invitations and special mailings, guides, manuals, and/or training materials
• Create and distribute monthly staff newsletter
• Direct and train interns and/or volunteers who are supporting the Administrative Advocate’s duties
• Distribute counseling department’s mail
• Perform other duties as assigned

QUALIFICATIONS

We will consider exceptional candidates who demonstrate a strong combination of the specific qualifications and skills described below.

Minimum Requirements

Education and Experience

• Requires a high school diploma and 2-3 years of related administrative support experience or;
• An Associate’s Degree and at least two years of customer service experience preferred.
• Minimum of (1) year of experience working with crisis clients, preferably with a non-profit organization.
• Experience and/or training in crisis intervention and de-escalation with clients/callers.

Other Requirements

• Must be 18 years of age
• Must complete a background check.

Skills and Competencies

• Knowledge of the dynamics of sexual assault and domestic violence
• Experience working with persons with disabilities, mental health concerns, and chronic homelessness
• Proficiency with Microsoft Office applications, including spreadsheets
• Self-starter with the ability to work independently and as a part of a team
• Effectively manage multiple priorities
• Excellent organizational and interpersonal skills
• Demonstrate the ability to maintain a calm and supportive demeanor at all times
• Non-judgmental attitude, sensitive to confidential information
• A professional and caring attitude, reflecting the philosophy of the YWCA SHR
• Must complete the training program of the YWCA SHR
• Must be able to operate company van during daytime and nighttime hours
• Must have an excellent driving record and have a valid driver's license; certificate of insurance from an insurance carrier licensed in the State of Virginia
• Travel is required and access to reliable transportation is essential
• It requires the willingness to work and travel alone

CORE VALUES

• Compassion
• Honesty
• Integrity
• Ownership
• Responsibility
• Empowerment

WORKING CONDITIONS

Work is performed in a typical office environment with a high standard of confidentiality. This position will work 40 hours a week Monday-Friday within the typical business hours of 9:00am-5:00pm.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Ability to travel in varying weather conditions
• Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public through the use of the telephone and personal contact as normally defined by the ability to see, read, talk, hear, handle or feel objects and controls
• While performing the duties of this job, the employee is required to:
• Frequently walk, use hands to finger, handle or feel objects, tools or controls and talks or hears.
• Often required to stand and sit; reach with hands and arms; and stoop, kneel, crouch, bend, squat or crawl.
• Ability to lift and carry up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• The noise level in the work environment is moderately loud.
• Physical capability to effectively use and operate various items of office related equipment, such as but not limited to, a personal computer, calculator, copier and fax machine.

COMPENSATION

This is a non- exempt full-time, hourly position, with the pay range of $16-$19 per hour.

START TIMEFRAME

The position will be open until filled. Interested applicants are requested to submit a cover letter and resume to the job posting at www.ywca-shr.org

EQUAL EMPLOYMENT OPPORTUNITY (EEO) DISCLOSURE

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation and any other status protected by applicable local, state or federal law.

AMERICANS WITH DISABILITIES ACT (ADA) REQUIREMENTS

ADA requires YWCA SHR to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations by contacting Human Resources at [e-mail] or 757-625-4248.

SUBSTANCE USE AND WORKPLACE SAFETY POLICY

It is the policy of YWCA South Hampton Roads to maintain a safe and healthy workplace that is free of the effects of alcohol and drug abuse. Employees, volunteers, and interns of YWCA South Hampton Roads are prohibited from the use, sale, dispensing, distribution, possession, manufacture, or being under the influence of drugs that are illegal under any federal, state or local law.