Job Information
Kitsap Community Resources Client Engagement Specialist in Bremerton, Washington
Housing Solutions Center (HSC) Client Engagement Specialist
Unit: Housing Solutions Center
Division: Housing and Community Support Services (HCSS)
Reports to: Housing Solutions Center Manager
FLSA Class: Non-exempt
Job Type: Full Time
Salary: $16.90-$20.10 hourly
POSITION SUMMARY
The HSC Client Engagement Specialist is the first impression of Kitsap Community Resources to the community. You will primarily be responsible for greeting individuals, answering questions regarding programs, facilitating client care and engagement, and directing them to the appropriate departments. This position provides support to a large group of programs and individuals. This person must have outstanding customer service skills; excellent oral and written communication skills; strong telephone etiquette; organization and filing skills; strong multi-tasking ability; and maintain a professional demeanor in stressful circumstances. Additionally, this position requires concern for and understanding of low- income people and diverse clientele.
BENEFITS
Company paid Medical, Dental, Life Insurance and Vision
REQUIRED EDUCATION
- High School Diploma or GED plus significant experience in the secretarial/clerical field; AA degree may be substituted for some experience
PREFERRED EXPERIENCE
Bi-Lingual in English and Spanish strongly preferred
Experience with low-income and homeless individuals along with those experiencing crisis, mental illness, or substance use disorder strongly preferred
Must provide proof of COVID-19 vaccination
KNOWLEDGE, SKILLS & ABILITIES
Must have excellent communication and interpersonal skills to work confidently with volunteers, clients, vendors and staff
Must be computer literate; experience with Microsoft programs such as Outlook, Word and Excel is a plus
Must have experience operating office machines such as multi-phone line systems, copiers, printers, etc.
Must be well organized; filing experience is a plus
Must be a self-starter with the ability to work independently
Must be comfortable with conflict and de-escalating situations
Must be able to train, educate, and mentor volunteers
Must be able to maintain confidentiality in a high volume environment
Ability to pass Washington State Criminal Background Check
Have concern for and understanding of low-income individuals
ESSENTIAL DUTIES & RESPONSBILITIES
ESSENTIAL DUTIES & RESPONSBILITIES
Reports to and accepts assignments from the Housing Solutions Center Manager.
Greet all individuals in a friendly and professional manner
Answer questions and facilitate client/visitor needs
Prepares staff meeting minutes, various reports, and updates intake form.
Responds to all HSC voicemails and email inquiries daily
Provides all reception services including greeting, maintaining orderly reception area, monitoring the client wait times, scheduling appointments, and assigning new intakes to Navigator.
Performs data entry into the Homeless Management Information System for all new clients and updates existing household records with new information.
Coordinates weekly collection of HSC intake and contact statistics from all HSC sites and prepares weekly and monthly HSC contact statistics reports for HSC Manager.
Ensures HSC shelter availability website is maintained daily and follow-up with HSC partners as required.
Direct visitors to appropriate departments as necessary
Answer and route calls, take messages as appropriate, and ensure all visitors sign in and out
Operate and maintain office machines including copier, fax, scanner, computer and multi-line phone system
Order and track supplies for HSC programs
Provide information about all KCR programs and services as appropriate
Maintain professionalism and composure in stressful situations; use good communication and judgment to de-escalate conflicts or handle conflict appropriately
Attend required staff meetings
Accept other duties as assigned
ESSENTIAL PHYSICAL/MENTAL FUNCTIONS
Requires intermittent sitting walking, twisting, bending
Occasionally lifting up to 20 pounds
Requires accuracy, confidentiality, good communication, judgment and the ability to remain calm in a high volume environment while providing excellent customer service to individuals who may be stressed or in crisis.
CORE VALUES
Kitsap Community Resources core values are a vital part of each position and employees are expected to uphold them to the fullest.
Integrity – taking care to honor our commitments in an ethical manner
Compassion – genuinely empathizing with those we serve
Excellence – demonstrating a high level of performance in all we do
Diversity – showing honor and respect to all individuals we serve
Collaboration – so we seek out partnership opportunities
Teamwork – supporting our employees and partners as we fulfill our mission
KCR recognizes that ideas come from a diverse mix of minds, backgrounds and experiences. KCR is committed to attracting and retaining a diverse staff, by honoring experiences, perspectives and unique identities of the community in which we serve. KCR provides equal opportunities to all employees and applicants for employment without regard to race, religion, color, age, sex, nation of origin, sexual orientation, gender identity, genetic disposition, disability, veteran status or any other protected category under federal, state, and local law.
All duties and requirements listed in this job description are essential job functions and are subject to possible modification to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position; employees will be requested to follow any other job-related instructions and perform any other job-related duties requested by their supervisor.
Employee's signature below constitutes employee's understanding of the requirements and duties of the position. Kitsap Community Resources is an “at-will” employer.