Office Support Specialist

Position Summary

The Office Support Specialist provides critical administrative, clerical, and data management support for the YWCA's Family-Centered Services Program, a partnership with the Monroe County Department of Social Services (MCDSS).

This position ensures smooth program operations by maintaining accurate participant records, coordinating communication between YWCA staff, MCDSS, and community partners, scheduling participant appointments, and supporting data reporting and compliance activities.

The Office Support Specialist plays a key behind-the-scenes role in helping the program achieve its goal — assisting families in accessing financial resources, meeting Temporary Assistance (TANF/SNA-MOE) requirements, and progressing toward economic stability.

Essential Duties and Responsibilities

Administrative Support

• Provide day-to-day administrative assistance to the Family-Centered Services team, including Application and Outreach Specialists, Peer Support Specialists, and program supervisors.
• Manage incoming referrals from MCDSS, verify completeness, and route them to the appropriate staff.
• Assist participants by scheduling appointments, sending reminders, and providing basic information on documentation or application steps.
• Prepares correspondence, forms, and reports as needed for case tracking and interagency communication.
• Maintain confidentiality and professionalism in all interactions with participants and partners.

Data Management & Reporting

• Enter and maintain accurate data for all participant interactions, case updates, and outcomes in YWCA and MCDSS systems.
• Support the collection and organization of data required for monthly, quarterly, and annual reports.
• Assist in monitoring caseloads, timelines, and engagement metrics to ensure compliance with contract deliverables.
• Compile and organize supporting documentation for audits and program reviews.

Communication & Coordination

• Serve as a communication link between YWCA staff, MCDSS workers, and community resource partners.
• Respond to general inquiries from clients and the public about program services and eligibility.
• Support internal coordination by preparing meeting materials, tracking staff schedules, and maintaining records of outreach activities.
• Ensure that all program materials, applications, and forms are up to date and accessible to staff and participants.

Program Support & Participant Access

• Help identify and reduce logistical barriers for participants, such as lack of access to forms, technology, or appointment information.
• Provide front-desk coverage as needed for walk-ins or scheduled participants.
• Assist in maintaining organized files for all program participants (electronic and paper-based).
• Support logistics for training sessions, outreach events, and community engagement activities.

Qualifications

Education and Experience:

• High school diploma or equivalent required; associate's degree in business administration, Human Services, or related field preferred.
• Minimum of two years' administrative, office coordination, or clerical experience required (preferably in a nonprofit or social service setting).
• Experience with data entry, recordkeeping, or case management systems preferred.

Knowledge, Skills, and Abilities:

• Strong organizational skills and attention to detail.
• Ability to handle confidential information with professionalism and discretion.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams) and database management systems.
• Ability to manage multiple priorities and meet deadlines in a fast-paced, team-oriented environment.
• Familiarity with Monroe County social service programs (TANF, SNA-MOE, SNAP, etc.) preferred.
• Bilingual (English/Spanish) a plus.

Physical and Work Environment Requirements

• Work performed primarily in an office environment with some travel to MCDSS and community partner sites.
• Must have reliable transportation and a valid NYS driver's license.
• Occasional evening or weekend hours may be required for program activities.