Position Summary
The Floating Client Support Specialist (CSS) is a member of the Shelter Operations and Client Support Team, responsible for providing trauma-informed support, promoting structure, and reinforcing communal living expectations across multiple Safe Harbor shelter locations. This role carries a shelter support caseload and provides coverage across shifts and sites, ensuring continuity of care and operational consistency during staff absences. The Floating CSS supports shared space routines, documents shelter support interactions, responds to helpline calls, and contributes to shelter upkeep, safety, and engagement activities.
This is a full-time, hourly, non-exempt position eligible for full benefits.
Reports to: Director of Shelter Operations
Key Responsibilities
Client Support & Shelter Engagement
- Carry a shelter support caseload focused on trauma-informed emotional support, redirection, and community living structure
- Provide check-ins, coaching, and reminders based on shelter expectations and communal living agreements
- Refer clients to the Advocacy Team for all case management, goal setting, or external resource needs
- Document support interactions clearly and promptly in the database
- Address shared space concerns through supportive follow-ups and behavioral redirection
- Maintain professional boundaries with clients while offering respectful, nonjudgmental support in daily shelter routines
- Recognize and report signs of emotional distress, safety concerns, or behavioral escalation to a supervisor promptly
Shelter Operations Support
- Assist with daily shift tasks including room preparation, inspections, OTC/personal care requests, and client documentation updates
- Maintain and restock staff and client supplies, including the creation of new arrival kits
- Organize and rotate food supply areas to ensure cleanliness and safety
- Assist with grocery and supply pickups and coordinate groceries/supplies for hotel-based clients
- Support inventories of personal care, household, and food items while maintaining a consistent staff presence
Flexible Role-Based Support
- Facilitate or assist with roommate agreements, mediations, and communal living support conversations at the direction of a supervisor
- Support with client exits and coordinate celebrations for planned transitions
- Plan and facilitate Community Living (CL) Groups centered on trauma-informed communal expectations and peer connection
- Respond to and log helpline calls as assigned
- Participate in or support fire drills and monthly safety classes
- Assist with shelter organization projects (decluttering, labeling, organizing storage areas)
Team Collaboration
- Provide floating support at Anderson and Oconee shelter locations
based on staffing needs, shift coverage, and supervisor direction
- Collaborate with other CSS, CSOS, and Shelter Operations leadership to ensure consistent communication and care
- Assist with after-hours on-call support
- Participate in team check-ins, shelter walk-throughs, staff trainings, and assist with shadow training of new hires as assigned
- Maintain regular communication with supervisors to report concerns, receive guidance, and ensure alignment with shelter standards
- Adjust to changes in client needs, shift demands, or shelter flow while maintaining consistency in role expectations
Documentation & Communication
- Document all relevant client interactions, incidents, observations, and shelter concerns using agency-approved systems in a timely and accurate manner
- Observe and report emerging client patterns or concerns related to safety, emotional well-being, or communal living to Shelter Operations leadership
- Respond to helpline calls in accordance with agency procedures and trauma-informed practices
- Follow up on assigned tasks and ensure documentation is completed accurately and on time
- Demonstrates reliability by completing assigned tasks within expected timeframes and notifying the supervisor of any delays or barriers
Additional Responsibilities
- Attends required staff meetings, supervision sessions, and trainings to stay informed of program updates and expectations
- Actively participates in onboarding, ongoing training, and professional development to strengthen trauma-informed practices and shelter operations knowledge
- Enthusiastically represents and supports the mission and vision of Safe Harbor in all interactions with clients, teammates, and community partners
- Completes other duties as assigned by the supervisor and/or agency leadership
- Assists with any additional responsibilities necessary to support a safe, structured, and supportive shelter environment
Qualifications
- 1–2 years of experience in shelter, communal living, or trauma-informed environments preferred
- Strong understanding of community living expectations and trauma-informed care
- Flexibility to adapt and travel between shelter locations as needed
- Computer literacy required, including the ability to navigate internal systems, complete documentation, and use Microsoft Office products (Outlook, Word, Excel, Teams)
- Excellent communication, organization, and documentation skills
- High school diploma or GED required
- Valid driver’s license and reliable transportation required
Work Environment & Physical Requirements
- Based in a residential shelter setting with travel between sites as assigned
- Requires walking, standing, lifting, and direct engagement with clients and shelter spaces
- Must respond to client needs and emergencies calmly and professionally
- Must follow all shelter documentation, and safety protocols
- Expected to uphold strict confidentiality in all shelter-related documentation, communication, and interactions both onsite and externally
