Part-time Lead Client Support Specialist (Oconee)
Reports To: Director of Shelter Operations
Direct Reports: Part-time Client Support Specialists (Oconee)
Position Type: Part-time, hourly, non-exempt
Position Summary
The Lead Client Support Specialist (Lead CSS) ensures consistency in trauma-informed client interactions, documentation quality, and procedural adherence across shifts. They mentor staff, provide guidance on best practices in client engagement and crisis response, and oversee documentation accuracy, policy compliance, and staff development to foster a structured and supportive shelter environment.
Key Responsibilities
Client Support & Oversight
- Coach and support part-time CSS staff in trauma-informed client interactions.
- Oversee initial client follow-ups, ensuring concerns are addressed.
- Ensure client documentation is complete, accurate, and trauma-informed.
- Monitor shelter dynamics to maintain a welcoming and structured environment.
Training & Development
- Mentor and train new staff in trauma-informed practices.
- Conduct shadowing sessions and provide ongoing coaching.
- Support effective facilitation of groups and meetings.
- Maintain required training hours and participate in professional development.
- Model professionalism, leadership, and agency expectations.
Documentation & Policy Compliance
- Review and ensure accuracy of shift logs, incident reports, and client records.
- Identify and address documentation inconsistencies.
- Ensure compliance with safety agreements, shelter policies, and trauma-informed practices.
- Conduct weekly documentation audits.
Crisis Response & Conflict Resolution
- Serve as a point of contact for complex client issues.
- Provide guidance on conflict mediation and de-escalation.
- Ensure staff readiness to handle crisis situations.
Collaboration & Communication
- Provide weekly updates to the Director of Shelter Operations.
- Communicate client concerns and procedural issues as needed.
- Facilitate coordination across shifts for smooth shelter operations.
Supervision & Reporting
- Directly supervise part-time CSS staff.
- Uphold and model Safe Harbor’s mission, vision, and values.
- Perform other duties as assigned.
Qualifications & Skills
- High school diploma required; experience in residential facility management or supervision preferred.
- Ability to perform all physical responsibilities of the role.
- Strong interpersonal skills, flexibility, and maturity in a fast-paced environment
