YWCA Knoxville & the Tennessee Valley

Position Title: Service Navigator (Part-Time/PRN)
Supervisor: Office and Guest Services Coordinator
Job Type: Part-Time, Non-Exempt
Location: 420 W Clinch Avenue, Knoxville, TN 37902

Overview

YWCA Knoxville & the Tennessee Valley is on a mission to eliminate racism and empower women across East Tennessee. Every day, we put this mission into action through life-saving and life-changing programs that support women, children and families in six counties. Rooted in the values of peace, justice, freedom, and dignity. We work to strengthen communities and create opportunities for all. We are a dynamic, mission-driven organization that values collaboration, professionalism, and service. Join a dedicated team making a meaningful impact in our community.

The Front Desk Service Navigator is responsible for maintaining a safe, well-managed environment while serving as a key point of contact for residents and community members during off-hours. As the primary point of contact, this position provides guidance, supports front desk and building operations, and helps connect individuals to appropriate resources. This role combines customer service, coordination, and independent decision-making, and is well-suited for someone who is dependable, exercises sound judgment, and takes pride in creating a positive and professional environment for others.

Duties and Responsibilities

Front Desk & Public Engagement

Welcome residents, visitors, and community members, creating a positive first impression
Serve as a steady, approachable presence during weekend, evening and overnight hours
Maintain a clean, organized, and professional front desk and lobby environment
Serve as initial point of contact for individuals seeking YWCA support and services, connecting them to appropriate resources or ensuring follow-up by program staff

Residential Support (Keys of Hope Program)

Support residents with building access, including verifying credentials
Respond to resident questions or needs and coordinate follow-up with program staff as appropriate
Help ensure shared spaces, including the kitchen, are closed appropriately each day and that quiet hours are maintained
Respect resident privacy and approach all interactions with professionalism, empathy, and respect

Safety & Building Monitoring

Maintain awareness of building activity through observation and security systems
Support adherence to visitor policies and building procedures
Respond appropriately to time-sensitive situations by following established protocols and notifying appropriate staff or services as needed
Document shift activity, observations, and any notable incidents in reporting systems

Administrative & Team Coordination

Complete administrative tasks including maintaining visitor logs, shift reports, and key documentation
Communicate updates, concerns, and follow-up items clearly to the Office & Guest Services Coordinator and appropriate staff
Participate in staff meetings and trainings as required
Ensure smooth handoff between shifts through accurate and timely documentation
Communicate professionally with residents, visitors, and team members
Assist with light office and operational tasks during shift hours as needed
Contribute to a respectful, collaborative, and mission-driven team environment

Qualifications

Demonstrate a commitment to the YWCA mission and values
High school diploma or equivalent required; associate degree or relevant experience preferred
Experience in front desk, customer service, security, or residential support roles preferred
Ability to work independently and reliably during weekends, evening, and overnight hours
Strong communication and interpersonal skills, with the ability to navigate a variety of situations professionally
Ability to remain composed and responsive in time-sensitive or high-pressure situations
Basic proficiency with phones, computers, and standard office software
Commitment to maintaining privacy and treating all individuals with respect

Schedule & Reporting

Part-time/PRN role requiring availability on weekends (Saturday - Sunday) and holidays, with additional on-call shifts that may occur during weekdays as needed.
Reports directly to the Office & Guest Services Coordinator

Compensation

Pay Range: $16 - $20 hourly

YWCA Knoxville & the Tennessee Valley is an equal opportunity employer and a proud United Way community partner. We are committed to building a diverse team and fostering an inclusive environment where all employees can thrive. We strongly encourage women, veterans, and individuals from historically underrepresented communities to apply.

Compensation details: 16-20 Hourly Wage

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YWCA Knoxville and the Tennessee V

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