Program Support Specialist

Job Description

Job Description

Description:

Mission: LGBT Life Center is a trusted leader that empowers the LGBTQ communities and all people affected by HIV through improving health and wellness, strengthening families and communities, and providing transformative education and advocacy.

Who We Are: LGBT Life Center is a trusted leader serving Hampton Roads since 1989 (formerly known as CANDII House and ACCESS AIDS Care). We strengthen the LGBTQ+ community and individuals living with HIV through health and wellness services, supportive housing, food programs, education, and advocacy. Our work is rooted in community care, inclusion, and health equity.

We are more than a service provider, we are a safe space, a connector, and a catalyst for change. Our team is made up of passionate individuals committed to harm reduction, trauma-informed care, and affirming, client-centered support. Whether through housing navigation, clinical services, or advocacy work, we are building a future where all LGBTQ+ people and people living with HIV, especially those most impacted by systemic inequities, have access to the tools and resources they need to thrive.

Overview: The Program Support Specialist will play a critical role in assisting with the day-to-day operations of the Pride Pantry, Transportation, Mental Health Program, and Housing Programs at LGBT Life Center. This position requires a compassionate, organized, and proactive individual who can provide operational support for food distribution, housing assistance, client intake, case management, and program coordination. The Program Support Specialist will work closely with clients to ensure they receive the resources they need to access care and services.

This position is full time, non-exempt, and reports to the Support Services Program Manager.

Benefits Offerings: We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance, including:

• 403(b) Retirement Plan  
• Medical Insurance  
• Dental Insurance  
• Vision Insurance  
• Life Insurance  
• Accidental Death & Dismemberment (AD&D) Insurance  
• Short-Term / Long- Term Disability Insurance  
• Employee Assistance Program (EAP) providing confidential counseling, resources, and support services for employees.
• Paid Vacation Time  
• Wellness Time Off  

Our commitment is to provide benefits that help employees thrive both professionally and personally.

Key Responsibilities:

Pantry Support :

• Assist with the operation and maintenance of the LGBT Life Center pantry, ensuring that it is stocked, organized, and accessible for clients.
• Support the distribution of food and personal care items to individuals and families in need, following established guidelines and protocols.
• Maintain accurate records of pantry inventory and assist with managing food donations and sourcing from community partners.
• Collaborate with community organizations and volunteers to coordinate pantry services and ensure a smooth distribution process.
• Educate clients about available pantry services, eligibility requirements, and how to access support.

Client Outreach & Engagement :

• Conduct proactive outreach, including cold-calling, to clients not currently engaged in care, with the goal of connecting at least 50% of identified clients to HOPWA-supported services, including medical case management, clinic care, and pharmacy programs.
• Maintain accurate and timely documentation of all client contacts, outreach efforts, and successful linkages in compliance with HOPWA grant reporting, HIPAA, and organizational policies.
• Provide clear, trauma-informed, and culturally responsive education to clients about available services, assisting them in navigating entry points and addressing barriers to engagement.
• Collaborate with medical case management, clinical, and pharmacy teams to facilitate warm hand-offs, ensure continuity of care, and monitor follow-up to support retention in services.
• Track and report outreach outcomes, identify trends or barriers impacting client engagement, and contribute to refining outreach strategies and protocols to optimize program effectiveness.

Housing Support :

• Assist in client intake and case management for individuals seeking housing assistance, including reviewing eligibility criteria and processing applications for PHP’s and STRMU’s.
• Help coordinate emergency housing placements, including identifying available units, working with landlords, and ensuring compliance with program policies.
• Support case managers and housing specialists with paperwork, documentation, and follow-up services to ensure clients are receiving appropriate housing support.
• Maintain confidential client files, tracking housing placements, and ensure that all relevant information is up-to-date.
• Provide clients with information on housing resources, local shelters, and long-term housing options, ensuring that they understand available programs.

Client Transportation & Access Support:

• Assist with coordinating and, when appropriate, providing transportation support to clients to ensure access to essential services, including medical appointments, housing-related meetings, and other supportive services. This may include scheduling rides, distributing transportation assistance (e.g., bus passes, rideshare vouchers).
• Maintain accurate documentation of transportation services in accordance with program and funding requirements.
• Ensure transportation support is delivered in a timely, client-centered, and safety-conscious manner, while helping to reduce barriers to care and service engagement.

Administrative Support :

• Assist with program documentation, ensuring that all client data and records are accurately maintained and in compliance with privacy and confidentiality regulations.
• Help monitor and track program outcomes, including food distribution numbers and housing placements, for reporting purposes.
• Schedule client appointments, housing viewings, and pantry distribution times as needed.
• Provide general administrative support, including answering phone calls, responding to emails, and assisting with outreach activities.

Client Interaction & Support :

• Serve as a point of contact for clients in need of pantry or housing assistance, providing a friendly and supportive environment.
• Assist with intake interviews, assessing client needs, and directing them to appropriate resources.
• Offer empathetic and non-judgmental support, especially for individuals experiencing homelessness, food insecurity, or other crises.
• Collaborate with other service providers and staff members to ensure clients are connected with comprehensive resources (e.g., health services, mental health support, employment assistance).

Community Outreach & Education :

• Help with outreach efforts to increase awareness of pantry and housing programs, including collaborating with local LGBTQ+ organizations, businesses, and community partners.
• Attend training sessions, community events, and other activities to stay informed about the needs of the LGBTQ+ community and best practices in housing and food assistance.

Requirements:

Qualifications:

• High school diploma or equivalent; Bachelor’s in social work, human services, or a related field is preferred.
• At least 1-2 years of experience in program support, community service, or working in a social services setting, preferably with marginalized populations.
• Familiarity with issues related to housing insecurity, food insecurity, people living with HIV and LGBTQ+ community needs.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks in a fast-paced environment.
• Ability to maintain client confidentiality and follow professional ethical standards.
• Excellent interpersonal and communication skills, with the ability to work effectively with diverse individuals and teams.
• Compassionate, non-judgmental, and client-centered approach to service delivery.
• Ability to work both independently and as part of a team.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook), and familiarity with case management software or client databases is a plus.

Physical Requirements:

• Must have reliable transportation and an acceptable driving record is required.
• This work requires the following physical activities: lifting, bending, walking, sitting, hearing/seeing, talking in person or on the phone. Work is performed in an office setting. Work is also performed in social and community settings, as necessary.

Extended work schedule may apply to accommodate agency’s needs. Successful candidates will have demonstrated the ability to work collaboratively with a variety of staff within the organization and our community partners.

LGBT Life Center values individuals with strong work ethic and commitment to the mission. Excellent communication skills are necessary to work with team members and the people we serve. Demonstrated ability to work effectively with people of diverse races, ethnicities, gender identities, ages, and sexual orientations in a multicultural environment.