Lead Client Support Specialist; Anderson

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

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.

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.

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.

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…