Here is a great opportunity to be the face of the Kitsap Community Resources Housing Department! KCR's Housing division serves the needs of families and individuals in Kitsap County who are homeless or at risk of becoming homeless. You can go home knowing you helped members of the Kitsap County community! KCR offers a great work-life balance with a Monday through Friday schedule and employer-paid benefits.

Job Title: Client Engagement Specialist **

Department:** Housing Solutions Center **
Starting Wage:** $21.03/hr **
Position Type:** Full Time, Non-Exempt **
Direct Supervisor:** Housing Solution Center Supervisor **
Work Environment:** In-person, front desk setting

Job 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.

**KCR Mission, Vision, & Core Values **

Mission:
Kitsap Community Resources (KCR) is a nonprofit, private, social services agency. We are committed to creating hope and opportunity for all low-income Kitsap County residents by providing resources that promote self-sufficiency and stability.

**Vision:
** We exist with a clear vision of creating a community where everyone has an opportunity to thrive.

**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

Job Requirements

Required Education/Experience/Health:

1. Required Education: High School Diploma or GED plus significant experience in the secretarial/clerical field; AA degree may be substituted for some experience
2. Bi-Lingual in English and Spanish preferred
3. Experience with low-income and homeless individuals along with those experiencing crisis, mental illness, or substance use disorder strongly preferred

Knowledge, Skills, & Abilities:

1. Must have excellent communication and interpersonal skills to work confidently with clients and staff
2. Must be computer literate; experience with Microsoft programs such as Outlook, Word and Excel is a plus
3. Must have experience operating office machines such as multi-phone line systems, copiers, printers, etc.
4. Must be well organized; filing experience is a plus
5. Must be a self-starter with the ability to work independently
6. Must be comfortable with conflict and de-escalating situations
7. Must be able to maintain confidentiality in a high volume environment
8. Ability to pass Washington State Criminal Background Check
9. Have concern for and understanding of low-income individuals

Essential Physical and Mental Functions

1. Position requires intermittent sitting, standing, walking, twisting, and bending
2. Must be able to lift up to 20 pounds
3. Cognitive ability to recognize and address safety concerns
4. Cognitive and emotional ability to work directly with clients in need, which may include homelessness, mental health issues, substance abuse, or other mental or physical barriers.
5. Cognitive ability to discern 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.

Key Responsibilities- Included but are not limited to

1. Reports to and accepts assignments from the Housing Solutions Center Manager.
2. Greet all individuals in a friendly and professional manner
3. Answer questions and facilitate client/visitor needs
4. Prepares staff meeting minutes, various reports, and updates intake form.
5. Responds to all HSC voicemails and email inquiries daily
6. Provides all reception services including greeting, maintaining orderly reception area, monitoring the client wait times, scheduling appointments, and assigning new intakes to Navigator.
7. Performs data entry into the Homeless Management Information System for all new clients and updates existing household records with new information.
8. 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.
9. Ensures HSC shelter availability website is maintained daily and follow-up with HSC partners as required.
10. Direct visitors to appropriate departments as necessary
11. Answer and route calls, take messages as appropriate, and ensure all visitors sign in and out
12. Operate and maintain office machines including copier, fax, scanner, computer and multi-line phone system
13. Order and track supplies for HSC programs
14. Provide information about all KCR programs and services as appropriate
15. Maintain professionalism and composure in stressful situations; use good communication and judgment to de-escalate conflicts or handle conflict appropriately
16. Attend required staff meetings
17. Accept other duties as assigned

Work/Life Balance

KCR offers a robust benefits package to support balance between work and life outside the workplace.

1. Vacation, Sick, Personal Holiday, and other time off for life events such as Jury Duty, Bereavement, etc.
2. 100% Employer paid Medical, Dental, Vision, Life, Long-term and Short-term Disability for employee only (dependents can be covered through payroll deduction)
3. 6.5% Employer Contribution to 401K after first 12-18 months of employment
4. Employee Assistance Program
5. Employee Wellness Program
6. Employee Growth & Development Training Programs
7. Communicates regularly with co-workers and supervisor/manager to relate wellness levels and awareness

All duties and requirements listed in this job description 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. Kitsap Community Resources reserves the right to determine the contents of KCR job descriptions.

Kitsap Community Resources is an “at-will” employer.

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.

KITSAP COMMUNITY RESOURCES (KCR) is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. KCR is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at KCR are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex, pregnancy, age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. KCR will not tolerate discrimination or harassment based on any of these characteristics.