Front Desk Associate - On-Call

What You'll Do

The Edmonds New Start Center (EDNSC) is a new 24/7 Emergency Housing facility operated by the YWCA of Seattle, King, and Snohomish County, located in Edmonds, WA. The center provides safe, supportive housing for up to 45 individuals who are transitioning from homelessness to permanent housing. Clients have access to a range of on-site services, including case management, life skills training, and connections to healthcare and employment resources, all designed to support their journey toward stability and self-sufficiency. The center emphasizes a compassionate, community-focused approach, fostering an environment where clients can rebuild their lives with dignity, independence, and hope.

Front Desk Associates serve as the first point of contact for clients and visitors, providing high-quality, culturally responsive, and consistent in-person and by-phone customer service in a diverse and busy environment. This role supports smooth office operations by handling calls, processing mail, monitoring access control, distributing supplies, and engaging guests. Front Desk Associates also provide resources and referrals to visitors and clients, contribute to maintaining office equipment, and act as first responders to on-site emergency situations. As the first YWCA representative clients and visitors encounter, a positive attitude and professional appearance are essential, along with upholding the YWCA’s commitment to social justice and diversity.

This is an On-call position in a 24/7 role. The person filling this position needs to be flexible and available to cover shifts including daytime, evening, overnight, weekend, and holiday hours.

This position has a social justice component that requires critical thinking through the lens of racism and intersections with poverty. Knowing the core principles of antiracism and grounding those principles in everyday work are required job skills and core values.

As an equal opportunity employer, we highly encourage people of color to apply.

Note: This is an onsite position.

Expectations of your role:

• Customer Service
• Answer all incoming calls, direct them to appropriate departments, and take messages.
• Ensure the front desk lobby and all common areas are neat, clean, and sanitized.
• Help prepare and distribute daily cold-prepared meals to clients.
• Incorporate the YWCA’s Social Justice Initiative by understanding how racism, sexism, classism, and other oppressions intersect and are embedded in institutions.
• Treat all visitors, clients, staff, and volunteers with respect and dignity regardless of race, ethnic background, gender or socioeconomic background.
• Safety and Security
• Maintain working knowledge of fire, safety and disaster plans related to emergency situations and conditions.
• Work collaboratively with the security team to secure the front lobby and computer areas, following all site protocols regarding building and client safety.
• Ability to de-escalate conflicts or crises between clients and/or other individuals and directs them to appropriate staff who can provide next steps.
• Administrative Duties
• Manage deliveries, mail, and shipment arrivals in accordance with applicable procedures.
• Understand and follow all policies in the EDNSC Staff Handbook as well as other YWCA policies and procedures.
• Maintain confidentiality, discretion and professionalism by not discussing staff, clients, or visitors with others.

The duties listed above are representative of the essential functions of the position. Other duties may be assigned as needed.

Must have's to be successful:

• Must be at least 18 years old to apply.
• Must have a high school diploma or GED, plus 3 years in a customer service facing role.
• Ability to work with the public, clients, and people in crisis; minimum 1 year of experience working in a social service setting preferred.
• Experience working in environments serving vulnerable populations (e.g., individuals experiencing homelessness, survivors of domestic violence, or low-income communities)
• Demonstrated cultural competency and ability to interact respectfully with people of diverse racial, ethnic, socioeconomic, gender, LGBTQ+, and differently-abled backgrounds
• Strong organizational skills with the ability to manage multiple tasks simultaneously in a fast-paced, high-traffic environment.
• Must maintain professional boundaries at all times.
• Ability to adapt to changing schedules or urgent priorities.
• Positive, professional demeanor under stress, with excellent interpersonal and communication skills, including conflict de-escalation.
• Basic computer literacy with ability to use Outlook, Microsoft Word, Excel, and Sharepoint.
• Ability to listen and respond appropriately to client and staff needs, concerns, and complaints.
• Maintain professional client/staff boundaries in accordance with YWCA Policy

Hours, Rate, and Benefits

• Hourly Rate: $26.50
• This is an On-call position in a 24/7 role. The person filling this position needs to be flexible and available to cover shifts including daytime, evening, overnight, weekend, and holiday hours.
• Excellent benefits package including medical insurance, retirement plan, plus generous vacation, holiday, and sick leave plans. For more information about our benefits, please visit: YWCA Careers & Benefits Information
• At the time of hire, employees may enroll voluntarily in the Fidelity 403b Plan
• After two years of employment, employees are eligible to participate in the YWCA Retirement Fund

Physical Requirements

• The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. In performing this position, the employee:
• Continuously exchanges information through listening and talking with clients, agency staff, volunteers, and individuals in the community
• Continuously repetitive use of hands and wrists handling, grasping and reaching in using computers, telephones, fax machines and other office equipment
• Continuously sitting, often for extended periods while performing desktop activities
• Walking around the facility and occasional standing in performing duties
• Frequently lifts and carries up to 5 lbs. of paperwork, files, and materials, occasionally up to 40 lbs. of food, hygiene supplies, clothing or other items.
• Frequently bends and stoops while obtaining files in lower drawers
• Ability to frequently move about the facility using the stairs and in emergent situations able to move about the facility quickly following emergency protocols.
• All positions at YWCA of Seattle | King | Snohomish are exposed to clients who have experienced or are experiencing trauma in various forms including but not limited to domestic violence, sexual violence, homelessness, unemployment, financial hardship, etc. As a result, staff are at risk of secondary trauma. Employees are encouraged to seek external support and maintain self-care when working indirectly or directly with clients.

* Continuously over 80% time; Frequently 20-80% time; and occasionally under 20% time