Lead Client Support Specialist- Anderson Shelter Safe Harbor

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…