Support Specialist

Job Title: Support Specialist

Classification: Non-Exempt

Department: Operations

Revision Date: October 1, 2026

Reporting Relationships

Reports to: Support Specialist Manager

Positions Supervised: None

Summary

The Support Specialist serves as the central operational authority during assigned shifts, providing active crisis management, first-contact resolution, and strategic deployment services for Front Line Employees. Rather than acting as a passive dispatch or routing service, this role requires independent critical thinking to stabilize high-pressure situations, provide immediate practical solutions, and enforce agency protocols. By embedding KIM’s Standards of Excellence, the Support Specialist ensures operational continuity and issue resolution at the point of contact.

Pay

$19.00/hour

Schedule

We are in search of someone to work primarily in the afternoons, overnight, and weekends. 

Essential Duties and Responsibilities

Standards of Excellence in Daily Operations

· Consistency in Care: Maintain high responsiveness, accuracy, and clear communication on every shift to guarantee that front-line staff receive reliable support, safeguarding client care and staff security.

· Integrity in Operations: Ensure transparency, thorough documentation, and strict compliance with agency protocols, HIPAA requirements, and confidentiality standards.

· Stability & Growth: Optimize support workflows, dispatch accuracy, and resource routing to strengthen operational efficiency and support long-term agency growth.

· Reflect KIM’s core pillars in daily communications, issue escalation, and problem-solving.

· Identify operational barriers quickly and address support challenges openly, utilizing staff feedback to continuously improve response protocols.

Core Support Specialist Functions

· Analyze incoming crises, utilize the ABC Accountability Debrief framework to assess variables, and implement immediate stabilization solutions prior to management escalation.

· Remain calm, prioritize tasks effectively, and provide clear, professional customer service during high-pressure or urgent situations.

· Navigate and utilize multiple software applications simultaneously while communicating with employees and coordinating solutions.

· Document calls accurately, submit SharePoint support tickets, track resolutions, and follow up as needed to ensure complete issue closure.

· Prepare routine reports and analyze support-center data to improve internal processes, resource allocation, and overall service delivery.

· Collaborate with management on network needs, operational policies, procedures, and system or workflow changes.

· Coordinate equipment maintenance, repairs, and hardware/software upgrades as assigned.

· Comply with all statutory confidentiality, HIPAA regulations, and agency policies, performing related operational duties assigned.

· Demonstrate autonomous decision-making by providing definitive answers and practical troubleshooting to Front Line Employees, minimizing unnecessary transfers to executive and clinical departments

· Execute off-hours scheduling command, enforcing 12-hour fatigue check-ins and independently driving Tier 1 and Tier 2 staffing cascades before activating executive leadership.

· Tier 3 Ready Squad & Mandatory Home Coverage Deployment: Participates in the scheduled Ready Squad rotation in a waiting-to-be-engaged status pursuant to SOP-SCH-002; maintains operational availability to execute physical deployment and on-site relief across agency supported living homes to satisfy mandatory Home Coverage requirements, mitigate staff fatigue under SOP-HR-018, and resolve critical shift vacancies when Tier 1 and Tier 2 cascades are exhausted.

Benefits

Health & Wellness: Medical, Dental, and Vision insurance coverage (for employees working 30 hours or more per week)

Supplemental Health Options: Voluntary Accident, Hospital Indemnity, and Critical Illness insurance coverage options through MetLife.

Mental Health & Support: A fully employer-paid Employee Assistance Program (EAP) available to employees and their households free of charge. 

Retirement Planning: A 401(K)-retirement plan, which employees become eligible to participate in after one year of continuous service.

Time off: Accrued Sick time, plus an 8-hour Personal Day awarded annually on your work anniversary. Vacation time is offered after one year of continuous service. 

Education and Experience

· High school diploma or equivalent required.

· College coursework preferred; bachelor’s degree preferred.

· One year of support-center or call-center experience preferred.

· Demonstrated success resolving difficult situations with positive outcomes.

Certificates, Licenses, and Registrations

· Valid driver’s license or Washington State identification card.

· Current criminal background clearance from DSHS.

Knowledge, Skills, and Abilities

Language Skills: Read and interpret documents, reports, technical specifications, regulations, and correspondence. Produce clear, accurate written communications and present information effectively to staff and management in individual and group settings.

Mathematical Skills: Perform basic arithmetic, prepare projections, and use budgets effectively.

Reasoning Ability: Solve practical problems involving multiple variables and interpret instructions in written, oral, diagram, or schedule form.

Critical Thinking: Evaluate feedback and ideas, assess implications and risks, and recommend effective next steps.

Computer Skills: Use word-processing and spreadsheet applications and operate standard office equipment, including computers, copiers, fax machines, telephones, printers, and scanners.

Physical Demands

Talking: Communicate detailed instructions and information clearly and accurately.

Hearing: Receive and understand information communicated in routine workplace conversations.

Finger Dexterity: Use fingers for typing and handling small objects.

Repetitive Motion: Frequently use the wrists, hands, and fingers for repetitive movements.

Vision: Use sufficient visual acuity to prepare and inspect documents and operate applicable office equipment.

Physical Strength: Frequently sit, stand, and walk; occasionally stoop, kneel, crouch, or crawl; and occasionally lift or move up to 20 pounds.

Work Environment

Work is generally performed in an office setting with minimal exposure to extreme temperatures, poor ventilation, or fumes. Noise levels are moderate and may include standard office equipment. No known environmental hazards are typically encountered while performing job duties.

Purpose of This Job Description

This job description supports fair hiring and employment decisions by identifying the position’s essential duties and minimum requirements. It is not all-inclusive; management may assign related duties or requirements as appropriate.

Reasonable accommodation may be provided to qualified individuals with disabilities unless they create an undue hardship or direct safety risk.

This job description is not an employment contract and does not alter the organization’s at-will employment relationship. Employment may be terminated for any lawful reason.