Floater - Support Services

YWCA; Spokane (WA); On-site; USD 41,000 - 49,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Employer Paid Life Insurance

12 Paid Holidays

Employee Assistance Program

Paid Time Off (time of hire)

Employer funded retirement plan & 401K

Ongoing training and development

Flexible Spending & Dependent Care

50% off YMCA Membership

Job summary

YWCA Spokane is seeking a dedicated Support Services Floater to provide trauma-informed client assistance, primarily supporting Our Sister's Closet (OSC) and front desk operations at YWCA Spokane. You will coordinate appointments, assist with donations, and ensure a dignified, empowering experience for clients.

Responsibilities include OSC and front desk coverage, volunteer coordination, data entry, and coverage of childcare support as needed.

Qualifications

• High school diploma or GED required.
• 1–2 years of experience in 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.
• 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, PTO, leave or high-need times.
• Complete daily opening procedures and maintain safety and cleanliness.
• Maintain front desk visibility to support accessibility and security.
• Greet clients and visitors in a trauma-informed, warm, professional manner.
• Answer and manage the main YWCA Spokane phone line with information and referrals.
• Maintain knowledge of programs and community resources for referrals.
• Provide emotional support and refer to staff when needed.
• Respond to crisis situations with sensitivity and professional support.
• Support computer lab coverage and assist with computers, printing, and resources.

Skills

Customer service

Communication

Organization

Bilingual

Education

High school diploma or GED

Bachelor's degree in social sciences

Tools

Microsoft Office

Google Workspace

Data entry systems

Job description

WHO WE ARE -

Since 1903, YWCA Spokane has been helping women and children overcome social, economic, and personal barriers in order to accomplish their goals and achieve healthier and more fulfilling lives.

Today, areas of focus include supporting victims of intimate partner domestic violence, promoting early childhood education, and fostering the economic advancement of women. In addition to providing free, confidential, and trauma-informed programs and services to approximately 14,000 in and around Spokane, YWCA is focused on confronting racial and social justice issues impacting our clients and our community.

Please visit ywcaspokane.org/about/our-impact/ to learn more.

Position: Support Services Floater

Location: YWCA Spokane - Main

Full-Time/Part-Time: Full-Time

Exempt/Non-Exempt: Non-Exempt

Hours Per Week: 40 hours per week, 52 weeks per year

Shift Days: Monday-Thursday 8:00AM-5:00PM, Friday 8:00AM-3:00PM

Benefits and Compensation: Pay Range: $19.79-$23.75 per hour, depending upon experience

Work Status: Full-time, hourly, non-exempt

BENEFITS OF BEING A YWCA SPOKANE TEAM MEMBER

Compensation for this role: Pay Range: $19.79-$23.75 per hour, dependent upon prior experience.

Additional Pay Opportunities

• bilingual Pay Differential - additional $3 per hour pay premium for employees who utilize a qualifying second language in the workplace, applicable to all hours worked.

Our YWCA Spokane offers a competitive benefits package* including:

• 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 & 401K options
• Ongoing training and development
• Flexible Spending & Dependent Care Account Options
• 50% off YMCA Membership

*Benefit eligibility dependent upon employment status

WHAT WE ARE LOOKING FOR -

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.

WHAT YOU'LL BE BEING DOING -

Front Desks (1st and 2nd Floor) and Client Navigation

• 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.

Our Sister's Closet (OSC) Support

• 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.

Data Support

• 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.

Drop-In Childcare Support (As needed)

• 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.

POSITION REQUIREMENTS

WHAT YOU WILL BRING TO THIS POSTION -

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or GED (or equivalent combination of education and experience) required. Bachelors in social sciences or related field is preferred.
• 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.
• Familiarity with local community resources, social service systems, and referral processes preferred.
• Bilingual or multilingual ability preferred.

Additional Requirements

• 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.

Competencies

• Cultural Humility - Demonstrate a commitment to self-reflection, ongoing learning and respectful engagement with diverse cultural perspectives, emphasizing an awareness of the impact of power dynamics and a willingness to learn from and address them.
• Commitment to Equity and Inclusion - Strive to create fair and just conditions for all, while recognizing systemic inequities. Foster a sense of belonging that promotes diversity, works to address barriers, and ensures that everyone, across all backgrounds and identities, has access to the same opportunities and resources.
• Trauma-Informed Practice - Create environments and approaches that acknowledge the prevalence and impact of trauma, prioritize safety, and foster healing and resilience. Understand, recognize, and respond to the effects of trauma while actively working to avoid re-traumatization.
• Fostering an Empowering Environment - Encourage an atmosphere where individuals feel valued, supported, capable, and resourceful.
• Professional Conduct - Consistently act in a manner that is honest, fair, and respectful while taking responsibility for one's actions and decisions. Maintain integrity and build trust while adhering to the agency's code of ethics and professional guidelines.
• Adaptability and Resilience - Demonstrate openness and flexibility to work with changing circumstances and unexpected challenges. Adapt to the current situation by contributing solution-oriented ideas while advocating for the support needed to reset and achieve set goals.
• Effective Communication - Communicate clearly, accurately, and in ways that are understood by the intended audience. Actively listen and respond in a constructive, open-minded, and empathetic manner that ensures mutual understanding and respect.
• Problem Solving and Critical Thinking - Help identify potential solutions to challenges proactively. Contribute ideas, perspectives, and strategies that contribute toward informed decisions that align with the agency's mission and values while helping to achieve set goals.
• Human-Centered Approach - Prioritize providing compassionate, respectful service that aims to create solutions that are not only functional and effective but also meaningful and engaging for clients, staff, and our community.
• Effective Interpersonal Skills - Be supportive, kind, empathetic, and patient with colleagues, administrators, clients, and community partners. Contribute toward a climate of mutual respect and appreciation.
• Independent Work Efficiency - Works independently in an efficient and productive manner, utilizing available resources and support as needed.
• Reliability and Continuous Improvement - Demonstrate reliability and a commitment to continuous improvement.
• Demonstrate Understanding and Acceptance of Mission, Values, Goals, and Objectives - Clearly understand and actively support the mission, values, goals, and objectives of YWCA Spokane and its programs.

EEO/DEI Statement

YWCA Spokane values a diverse workplace and strongly encourages women, people of color, LGBT individuals, and people with disabilities, members of ethnic minorities, foreign-born residents, veterans, and survivors of domestic violence to apply.

EOE Statement: We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

This position is currently accepting applications.