Lead Client Support Specialist

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

1. 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.

1. 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.

1. 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.