The full posting, as written
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 Key Responsibilities 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. 2. 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. 3. Operations & Safety Oversight Conduct monthly shelter walk-throughs to…