Lead Client Support Specialist

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  "list_job": {
    "id": "190",
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    "location": {
      "city": "Seneca",
      "state": "South Carolina"
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    "jobOpeningName": "Lead Client Support Specialist",
    "departmentLabel": "100 Oconee Shelter",
    "employmentStatusLabel": "Full-Time"
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    "location": {
      "city": "Seneca",
      "state": "South Carolina",
      "postalCode": "29672",
      "addressCountry": "United States"
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    "datePosted": "2026-06-09",
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    "description": "<p><span style=\"font-weight: bold\">Position Summary</span></p>\n<p>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.</p>\n<p>This role balances direct service, supervision, and operations oversight — supporting daily shelter flow, peer mentorship, and team coordination to maintain high standards of care.</p>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">Reports To:</span> Director of Shelter Operations (DSO)</p>\n<p><span style=\"font-weight: bold\">Supervises:</span> Client Support Specialists (CSS)</p>\n<p><span style=\"font-weight: bold\">Classification:</span> Full-time, hourly, non-exempt, benefits eligible</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Key Responsibilities</span></p>\n<ol>\n<li>Staff Supervision and Mentorship</li>\n</ol>\n<ul>\n<li>Supervise and mentor assigned CSS across designated shelter(s), ensuring consistent adherence to trauma-informed and agency standards.</li>\n<li>Provide real-time coaching and feedback on documentation, communication, and service delivery.</li>\n<li>Reinforce structure, expectations, and teamwork through consistent modeling and follow-up.</li>\n<li>Support onboarding, shadow training, and orientation for new CSS, including competency check-ins.</li>\n<li>Participate in interviews, selection processes, and performance evaluations as requested by the DSO.</li>\n<li>Maintain professional boundaries and consistency in communication.</li>\n<li>Assist with weekly shelter coverage scheduling and staff coordination to ensure adequate shift and location coverage.</li>\n<li>Support peer mentorship and check-ins across shifts as outlined in the SOCS peer support process.</li>\n</ul>\n<p> </p>\n<p>2. Client Services &amp; Shelter Support</p>\n<ul>\n<li>Provide trauma-informed structure coaching, de-escalation, and emotional support to clients as needed.</li>\n<li>Support staff in conducting Shelter Support Program activities, including meetings, tracker updates, and follow-ups.</li>\n<li>Participate in or support roommate agreements, mediations, and community living conversations as directed.</li>\n<li>Lead or assist with Community Living (CL) Groups, Fun Nights, Butterfly Celebrations, and other engagement events.</li>\n<li>Support new arrival orientations, exit conversations, and structured check-ins when requested.</li>\n<li>Model trauma-informed communication and promote client dignity, respect, and empowerment.</li>\n</ul>\n<ol>\n<li>Documenation &amp; Quality Assurance</li>\n</ol>\n<ul>\n<li>Review shift logs, tracker entries, and incident reports for completeness, tone, and trauma-informed accuracy.</li>\n<li>Conduct monthly documentation audits and QA reviews in collaboration with the DSO or SOS.</li>\n<li>Identify documentation gaps or patterns and provide coaching or follow-up with CSS.</li>\n<li>Submit monthly supervisory shelter walks and QA reports summarizing key observations, client or staff themes, and recommendations.</li>\n<li>Maintain confidentiality and professional documentation practices consistent with agency standards.</li>\n</ul>\n<p><br></p>\n<p>3. Operations &amp; Safety Oversight</p>\n<ul>\n<li>Conduct monthly shelter walk-throughs to assess structure, safety, cleanliness, and facility flow.</li>\n<li>Coordinate or assist with room and locker inspections, chore follow-ups, and shelter upkeep.</li>\n<li>Monitor and assist with inventories, groceries, and supply orders, ensuring consistency across shifts.</li>\n<li>Support with welcome kits, room turnover, and preparation for new arrivals or exits.</li>\n<li>Assist with fire drills, safety classes, and inspection of readiness.</li>\n<li>Participate in shelter organization projects, decluttering, labeling, and shared space maintenance.</li>\n<li>Engage with vendors, volunteers, or maintenance staff as directed to support daily operations.</li>\n</ul>\n<p>     </p>\n<p> </p>\n<p>4. Helpline &amp; On-call Support</p>\n<ul>\n<li>Provide helpline coverage during scheduled shifts or as assigned.</li>\n<li>Record and document all helpline and on-call actions per agency protocol.</li>\n<li>Support after-hours staff as directed by the on-call structure.</li>\n</ul>\n<ol>\n<li>Collaboration &amp; Communication</li>\n</ol>\n<ul>\n<li>Maintain ongoing communication regarding staff performance, training needs, and emerging shelter patterns.</li>\n<li>Submit weekly written updates summarizing shelter flow, staff observations, and operational highlights.</li>\n<li>Participate in cross-location meetings, staff trainings, and professional development.</li>\n<li>Collaborate with the SOCS team to ensure consistency in shelter standards, client experiences, and trauma-informed practices.</li>\n<li>Foster a positive, professional, and accountable team environment that aligns with Safe Harbor’s mission and values.</li>\n<li>\n</li></ul>\n<p><span style=\"font-weight: bold\">Qualifications &amp; Skills</span></p>\n<ul>\n<li>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.</li>\n<li>1+ years of supervisory or residential shelter experience preferred.</li>\n<li>Demonstrated knowledge of trauma-informed care, communal living structure, and client-centered communication.</li>\n<li>Strong leadership, organization, and follow-through skills.</li>\n<li>Proficient in Microsoft Teams, Outlook, Word, Excel, and agency documentation systems.</li>\n<li>Ability to de-escalate conflicts and maintain calm in crisis situations.</li>\n<li>Valid driver’s license and reliable transportation required.</li>\n<li>Ability to lift and transport supplies, walk stairs, and engage in hands-on facility tasks.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Work Environment &amp; Expectations</span></p>\n<ul>\n<li>In-person position based at assigned shelter location(s); may rotate between sites as needed.</li>\n<li>Regular schedule may include day, evening, or occasional weekend coverage for staff support or supervision.</li>\n<li>Must uphold strict confidentiality and professional ethics in all client, staff, and program interactions.</li>\n<li>Participate in all required meetings, trainings, and performance reviews.</li>\n<li>Demonstrate Safe Harbor’s core values of dignity, safety, healing, and empowerment in all actions and decisions.</li>\n<li>Performs other duties or provides assistance as assigned to maintain safety, structure, and support across shelter locations.</li>\n</ul>",
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    "minimumExperience": "Experienced",
    "jobOpeningShareUrl": "https://safeharborsc.bamboohr.com/careers/190",
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