Resident Support Specialist at YWCA WHITE PLAINS AND CENTRAL WESTCHESTER – WHITE PLAINS, New York

The Resident Support Specialist supports the day-to-day operations of a dual-site residential facility

serving a transitional program for justice-involved women in recovery and women in permanent

supportive housing. This role combines front desk responsibilities, resident support, safety

monitoring, and crisis de-escalation. The Resident Aide is a key member of the team, fostering a

trauma-informed, safe, and supportive environment for all residents and visitors. A valid Security

Officer License is required for this position.

Key Responsibilities:

Resident Navigation

· Greet and assist residents and visitors at the front desk to ensure a welcoming and supportive

environment.

· Maintain front desk logs (e.g. visitor logs, Awakenings sign-in log).

· Document and route all resident grievances to the supervisor within 24 hours of receipt.

· Sort, distribute ang log all incoming mail and packages accurately and in a timely manner, ensuring

residents receive their deliveries safely and confidentially.

· Provide oversight of food donation deliveries and distribution to residents.

· Conduct wellness checks for residents as needed.

Safety & Security Support

· Ensure the front desk and lobby remain secure and that building entry protocols are followed.

· Investigate source of alarms.

· Complete incident reports for all notable safety concerns, disturbances, or medical/psychiatric

issues.

· Conduct 3 safety walkthroughs per shift of all residence floors and shared spaces to monitor for

safety, cleanliness, and policy compliance.

· Maintain daily walk-through checklist.

· Promptly flag and report emerging risks (e.g., facility issues, safety concerns, or resident needs) to

operations within 24 hours of observation.

Crisis Response

· Complete crisis de-escalation and trauma-informed care training within 60 days of hire.

· Respond calmly and supportively to resident concerns and mental health episodes, alerting appropriate personnel as needed.

· Independently de-escalate 90% of minor resident conflicts and crises, utilizing trauma-informed care and de-escalation techniques, without needing case management or operations intervention.

Communication & Reporting

· Attend bi-weekly team meetings to provide updates and raise any resident or operational concerns.

· Participate in shift handovers to ensure continuity of care and support.

· Maintain open and professional communication with property management, case managers, and clinical staff.

Qualifications:

· High School Diploma or equivalent required.

· Previous experience in residential, recovery, mental health, or justice-involved populations strongly

preferred.

· Ability to remain calm in high-stress situations and de-escalate conflicts effectively.

· Excellent interpersonal and cultural competency skills.

· Demonstrated ability to maintain confidentiality and professionalism.

· Strong crisis intervention, conflict resolution, and communication skills.

· Bilingual preferred (but not required).

Licensing and/or Certifications:

· Valid Security Officer License (NYS) required.

· CPR/First Aid certification required Valid Security Officer License (NYS) required.

· CPR/First Aid certification required

Skills and Attributes:

· Strong documentation and electronic health record skills.

· Good organizational, time management, and communication skills, verbal and written.

· Good at assessment, SMART goal development, advocacy, and solution focused problem solving.

· Knowledge of counseling and social service resources in Westchester County.

· Knowledge of strengths-based approaches, trauma-informed care, harm reduction, and housing-first

models.

· Ability to work effectively as part of a collaborative team.

· Culturally responsive communication and interpersonal skills.

· Ability to adjust to changing circumstances, whether related to the needs of the residents or

program.

Compensation: $40,000-$45,000 commensurate with experience and qualifications

Physical and Environmental Demands

The physical demands described here are representative of those that must be met by an employee to

successfully perform the essential responsibilities and functions of the job and are not meant to be all inclusive. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential responsibilities and functions of the job. Unless reasonable accommodations are made, while performing this job the staff member shall:

· Use strength to lift items needed to perform the functions of the job.

· Sit and stand for required periods of time.

· Speak and hear.

· Use close vision, color vision, peripheral vision, and depth perception along with the ability to focus vision.

· Communicate effectively in English, using proper grammar and vocabulary. In certain situations, American Sign Language, Braille, or other language may also be considered as acceptable forms of communication.

· Reach with hands and arms and use hands and fingers to manage objects and operate tools, computers, and/or controls.

· May be required to work occasional evenings or weekends.

The environmental demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities and functions of the job and are not meant to be all inclusive:

· Exposure to a variety of childhood and adult diseases and illnesses.

· Occasional exposure to a variety of weather conditions.

· Exposure to heated/air conditioned and ventilated facilities.

· Function in a workplace that is usually moderately noisy but that can be very noisy at times.