Lead Client Support Specialist (Anderson - FT)

Position Summary

The Lead Client Support Specialist (Lead CSS) provides on-site leadership, mentorship, and quality assurance for Client Support Specialists (CSS). This position ensures consistency in trauma-informed care, documentation accuracy, and adherence to Safe Harbor’s Shelter Operations and Client Support (SOCS) standards. The Lead CSS models professionalism, reinforces structure, and promotes accountability among staff while supporting a safe, clean, and healing-oriented environment for clients.

This role balances direct service, supervision, and operations oversight — supporting daily shelter flow, peer mentorship, and team coordination to maintain high standards of care.

Reports To: Director of Shelter Operations (DSO)

 Supervises: Client Support Specialists (CSS)

 Classification: Full-time, hourly, non-exempt, benefits eligible

Key Responsibilities

Staff Supervision and Mentorship

Supervise and mentor assigned CSS across designated shelter(s), ensuring consistent adherence to trauma-informed and agency standards.

Provide real-time coaching and feedback on documentation, communication, and service delivery.

Reinforce structure, expectations, and teamwork through consistent modeling and follow-up.

Support onboarding, shadow training, and orientation for new CSS, including competency check-ins.

Participate in interviews, selection processes, and performance evaluations as requested by the DSO.

Maintain professional boundaries and consistency in communication.

Assist with weekly shelter coverage scheduling and staff coordination to ensure adequate shift and location coverage.

Support peer mentorship and check-ins across shifts as outlined in the SOCS peer support process.

Client Services & Shelter Support

Provide trauma-informed structure coaching, de-escalation, and emotional support to clients as needed.

Support staff in conducting Shelter Support Program activities, including meetings, tracker updates, and follow-ups.

Participate in or support roommate agreements, mediations, and community living conversations as directed.

Lead or assist with Community Living (CL) Groups, Fun Nights, Butterfly Celebrations, and other engagement events.

Support new arrival orientations, exit conversations, and structured check-ins when requested.

Model trauma-informed communication and promote client dignity, respect, and empowerment.

Documentation & Quality Assurance

Review shift logs, tracker entries, and incident reports for completeness, tone, and trauma-informed accuracy.

Conduct monthly documentation audits and QA reviews in collaboration with the DSO or SOS.

Identify documentation gaps or patterns and provide coaching or follow-up with CSS.

Submit monthly supervisory shelter walks and QA reports summarizing key observations, client or staff themes, and recommendations.

Maintain confidentiality and professional documentation practices consistent with agency standards.

Operations & Safety Oversight

Conduct monthly shelter walk-throughs to assess structure, safety, cleanliness, and facility flow.

Coordinate or assist with room and locker inspections, chore follow-ups, and shelter upkeep.

Monitor and assist with inventories, groceries, and supply orders, ensuring consistency across shifts.

Support with welcome kits, room turnover, and preparation for new arrivals or exits.

Assist with fire drills, safety classes, and inspection of readiness.

Participate in shelter organization projects, decluttering, labeling, and shared space maintenance.

Engage with vendors, volunteers, or maintenance staff as directed to support daily operations.

 Helpline & On-call Support

Provide helpline coverage during scheduled shifts or as assigned.

Record and document all helpline and on-call actions per agency protocol.

Support after-hours staff as directed by the on-call structure.

Collaboration & Communication

Maintain ongoing communication regarding staff performance, training needs, and emerging shelter patterns.

Submit weekly written updates summarizing shelter flow, staff observations, and operational highlights.

Participate in cross-location meetings, staff trainings, and professional development.

Collaborate with the SOCS team to ensure consistency in shelter standards, client experiences, and trauma-informed practices.

Foster a positive, professional, and accountable team environment that aligns with Safe Harbor’s mission and values.

Qualifications & Skills

High school diploma or GED required; a combination of relevant college coursework and/or experience in human services, shelter operations, or a related field is preferred.

1+ years of supervisory or residential shelter experience preferred.

Demonstrated knowledge of trauma-informed care, communal living structure, and client-centered communication.

Strong leadership, organization, and follow-through skills.

Proficient in Microsoft Teams, Outlook, Word, Excel, and agency documentation systems.

Ability to de-escalate conflicts and maintain calm in crisis situations.

Valid driver’s license and reliable transportation required.

Ability to lift and transport supplies, walk stairs, and engage in hands-on facility tasks.

Work Environment & Expectations

In-person position based at assigned shelter location(s); may rotate between sites as needed.

Regular schedule may include day, evening, or occasional weekend coverage for staff support or supervision.

Must uphold strict confidentiality and professional ethics in all client, staff, and program interactions.

Participate in all required meetings, trainings, and performance reviews.

Demonstrate Safe Harbor’s core values of dignity, safety, healing, and empowerment in all actions and decisions.

Performs other duties or provides assistance as assigned to maintain safety, structure, and support across shelter locations.