Client Support Specialist - Anderson

Position Summary 

The Client Support Specialist (CSS) is a key member of the Shelter Operations and Client Support Team, responsible for providing trauma-informed support and promoting structure and community living within the shelter environment. CSS staff carry a shelter support caseload and offer consistent engagement, structure reminders, and behavioral support to clients as they navigate communal spaces. CSS staff play a vital role in reinforcing shelter expectations, building rapport with clients, documenting support interactions, and identifying patterns that may require additional attention or referral. The CSS works collaboratively with Shelter Operations team members and leadership to maintain an emotionally safe, structured, and welcoming space for all clients. 

This is a full-time, hourly, non-exempt position that is eligible for full benefits.
 

Reports to: Director of Shelter Operations  

Key Responsibilities 

Client Support & Community Living Engagement 

Carry a caseload of assigned clients and provide consistent, trauma-informed support focused on shelter engagement, community living expectations, and emotional well-being 

Offer regular check-ins, structure reminders, and behavioral guidance related to shared space use, boundaries, and routines 

Support clients in adjusting to the shelter environment through emotional presence, structure reinforcement, and clear communication 

Refer clients to the Advocacy Team for needs related to advocacy services 

Document all support interactions accurately and in a timely manner 

Observe and report emerging client patterns related to communal living, safety, or emotional regulation 

Maintain awareness of assigned clients' shelter experience and provide timely follow-up on behavioral concerns, emotional needs, or program engagement 

Maintains professional boundaries with clients while offering respectful, nonjudgmental support in daily shelter routines 

Collaborate with supervisors to adjust support strategies when ongoing concerns arise 

Respond calmly to moments of emotional distress, using de-escalation techniques when appropriate and promptly notifying leadership of safety concerns 

Process new arrivals during assigned shifts by completing initial documentation, reviewing expectations, and assisting with orientation 

Participate in room preparation and initial walkthroughs to ensure space readiness for each client 

Provide welcoming, trauma-informed introductions to shelter routines and shared living expectations 

Documentation & Communication 

Document all relevant client interactions, incidents, or shelter concerns using agency-approved systems 

Report emerging client patterns, concerns, or follow-up needs to Shelter Operations leadership 

Respond to helpline calls in accordance with agency procedures and trauma-informed practices 

Follow up on assigned tasks and ensure documentation is completed accurately and on time 

Demonstrates reliability by completing assigned tasks within expected timeframes and notifying the supervisor of any delays or barriers 

Shelter Operations Support 

Conduct routine shelter walk-throughs to maintain a consistent staff presence, support respectful use of shared spaces, and observe for any safety, emotional, or environmental concerns that may need follow-up 

Assist with room setup, restocking of staff/client supplies, and assigned cleaning checks 

Assign and verify completion of client household chores based on shift responsibilities and communal living expectations 

Monitor doors and gates during assigned shifts to help ensure safety and secure access 

Participate in client engagement activities such as Fun Nights, shelter celebrations, and shelter decoration projects 

Respond to and document helpline calls in accordance with agency procedures 

Dispense over the counter (OTC) medications and personal care items as requested 

Team Collaboration 

Collaborate with Shelter Operations and Client Support team members to ensure consistent support and smooth shelter flow 

Participate in team check-ins, shelter walk-throughs, trainings, and shift communication 

Assist with shadow training of new team members to support consistent onboarding and modeling of expectations 

Maintain regular communication with supervisors to report concerns, receive guidance, and ensure alignment with shelter standards 

Adjusts to changes in client needs, shift demands, or shelter flow while maintaining consistency in role expectations 

Additional Responsibilities 

Attends required staff meetings, supervision sessions, and trainings to stay informed of program updates and expectations 

Actively participates in onboarding, ongoing training, and professional development to strengthen trauma-informed practices and shelter operations knowledge 

Enthusiastically represents and supports the mission, vision of Safe Harbor in all interactions with clients, teammates, and community partners 

Completes other duties as assigned by the supervisor and/or agency leadership 

Assists with any additional responsibilities necessary to support a safe, structured, and supportive shelter environment 

Qualifications 

1–2 years of experience in shelter, residential, or communal living environments preferred 

Familiarity with trauma-informed care and structured support approaches 

Strong communication, documentation, and follow-through skills 

Computer literacy required, including the ability to navigate client databases and use Microsoft Office products (Outlook, Word, Excel, Teams) for documentation and internal communication 

High school diploma or GED required 

Valid driver’s license and reliable transportation  

Work Environment & Physical Requirements 

Based in a residential shelter setting with active client engagement 

Requires walking, standing, climbing stairs and light lifting, with a focus on direct support and shared space upkeep 

Must maintain emotional composure and professionalism in high-stress or crisis situations 

Follows all safety, documentation policies and procedures 

Expected to uphold strict confidentiality in all shelter-related documentation, communication, and interactions both onsite and externally 

$2.00 shift differential from 12:00am to 8:00am