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.
2. 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.
- Documenation & 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.
3. 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.
4. 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.
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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.
