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 part-time, hourly, non-exempt position
Reports to: Director of Shelter Operations
Work Schedule & Availability: Must be available to work between the hours of 2:00 PM and 10:00 PM or 4:00 PM and 12:00 AM, including weekends. 20 to 25 hours per week.
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 , 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
- 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 external