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

- 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.

- 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.

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.

- 5. 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.