The full posting, as written
Position Summary
The Client Support Specialist (CSS) is a key member of the Shelter Operations and Client Support Team, responsible for providing trauma-informed support and promoting structure and community living within the shelter environment. CSS staff carry a shelter support caseload and offer consistent engagement, structure reminders, and behavioral support to clients as they navigate communal spaces. CSS staff play a vital role in reinforcing shelter expectations, building rapport with clients, documenting support interactions, and identifying patterns that may require additional attention or referral.
The CSS works collaboratively with Shelter Operations team members and leadership to maintain an emotionally safe, structured, and welcoming space for all clients.
This is a part-time, hourly, non-exempt position Reports to: Lead Client Support Specialist Key Responsibilities Client Support & Community Living Engagement Carry a caseload of assigned clients and provide consistent, trauma-informed support focused on shelter engagement, community living expectations, and emotional well-being Offer regular check-ins, structure reminders, and behavioral guidance related to shared space use, boundaries, and routines Support clients in adjusting to the shelter environment through emotional presence, structure reinforcement, and clear communication Refer clients to the Advocacy Team for needs related to advocacy services Document all support interactions accurately and in a timely manner Observe and report emerging client patterns related to communal living, safety, or emotional regulation Maintain awareness of assigned clients' shelter experience and provide timely follow-up on behavioral concerns, emotional needs, or program engagement Maintains professional boundaries with clients while offering respectful, nonjudgmental support in daily shelter routines Collaborate with supervisors to adjust support strategies when ongoing concerns arise Respond calmly to moments of emotional distress, using de-escalation techniques when appropriate and promptly notifying leadership of safety concerns Process new arrivals during assigned shifts by completing initial documentation, reviewing expectations, and assisting with orientation Participate in room preparation and initial walkthroughs to ensure space readiness for each client Provide welcoming, trauma-informed introductions to shelter routines and shared living expectations Documentation & Communication Document all relevant client interactions, incidents, or shelter concerns using agency-approved systems Report emerging client patterns, concerns, or follow-up needs 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…