Job Title: Lead Client Support Specialist
Report to: Shelter Operations Director
Classification: Non-Exempt, 40 hours per week
Holiday Schedule: Essential- works on holidays as scheduled and receives time and a half pay
SUMMARY
The Lead Client Support Specialist acts as a Client Support Specialist on first shift Monday through Friday, and assists the Shelter Operations Director with operational duties and shares on-call duties of the shelter.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provide CSS duties on first shift Monday through Friday:
· Screen potential residents who call or arrive in person at HALO, conduct intakes:
o Check room list for space.
o Check suspension list for eligibility
o Complete on intake checklist and initial/sign off
· Complete exit form on residents who leave the facility.
· Responsible for the orderly and cleanliness of the front office, including the door buzzers and only allowing one client in the front office at a time unless there is an emergency.
· Assist clients with individual needs related to forms and general information.
· Answer incoming calls, record caller information, distribute proper telephone messages.
· If applicable, Supervise SER workers in answering calls, taking messages and greeting clients, and public.
· Responsible for maintaining the Room Assignment and Chore board and updating daily for changes when residents come and exit.
· Perform various general duties including retrieving client medications as requested, issuing hygiene and/or cleaning supplies, recording all events of note for subsequent shifts’ awareness.
· Conduct shift update with CSS coming on shift to ensure continuity of communication.
· Ensure there is one CSS at the front desk at all times.
· Maintain the daily shelter schedule in a courteous, orderly manner.
o Responsible for single clients being in dining room areas on time.
o Ensure clients go to groups and assist outside group leaders.
o Assists clients with computer/printer operations at resource stations.
· Ensure self-service breakfast is put away entirely and proper cleaning of the kitchen and dining rooms occurs.
· Assist donors with bringing in donations and ensure proper donation documentation is completed and routed to Executive Administrative Assistant.
· Place donated items into proper areas of storage;
o Label food and place in pantry/fridge/freezer
o Clothing and bedding into heat treatment
· Conduct walkthrough of physical facility and record any findings needing further attention, including maintenance and building security on Walk-through Checklist, according to procedure.
· Conduct daily room checks of each client room and document on Room Checklist:
o Ensure clients have their belongings in ONE bin.
o Ensure no food or drink is in rooms
o Issue write-ups for violations
· Ensure daily chores are completed:
o Check each chore to ensure it is completed on time
o Sign off on each chore on the Daily Chore Checklist
o Responsible for putting away cleaning supplies/chemicals left out
o Issue write-ups for violations
· Conduct shift update with CSS coming on shift to ensure continuity of communication.
· In absence of the Kitchen Coordinator:
o Heat and serve provided food within standards provided by the Public Health Dept. at designated mealtimes.
o Ensure kitchen and dining room are cleaned to Public Health Dept. standards
· Keep work areas clean and sanitary, to include areas like conference/meeting areas, break room, and staff bathrooms.
- Create and manage CSS scheduling and secure shift coverage for approved time off, utilizing available on-call and part-time employees first to avoid overtime
- Maintain future awareness of coverage gaps and risks
- Assume primary responsibility for on-call coverage on a rotating basis:
o Lead CSS covers Monday through Sunday for two weeks during the second half of each month
o Director covers Monday through Sunday for two weeks during the first half of each month
o During assigned weeks, responsible for all call-offs, coverage coordination, and providing shift coverage if not able to find alternative
o Also responsible for providing guidance to CSS staff who call with questions
- Monitor, maintain, and report to Director any deviances of agency policies, procedures and expectations of CSS on first shift and other shifts
- Handle immediate operational issues that staff need assistance with on first shift (front desk and shelter environment, staff questions, client needs, etc.) unless escalation to the Director is warranted
- Ensure all first shift responsibilities are completed before shift end
- Identify and report patterns in staff performance, attendance, and compliance with duties and policies, procedures and shelter rules
- Provide daily operational updates to the Director as needed
10. Supports Director as needed and requested.
11. Fill in as client support specialist staff as needed.
12. Attends staff meetings as required.
13. Participates in public speaking engagements, donor events, and other Halo activities as necessary when requested.
14. Other duties as assigned
CORE EXPECTATIONS OF ALL HALO STAFF:
1. All interactions with the constituents and staff of the agency must be respectful and ethically appropriate, as well as reflect the agency’s mission, vision, and values.
2. Actively promote harmony, diffuse conflicts and eliminate obstacles to teamwork and collaboration.
3. Objectively assess risks, filter emotions, opinions and assumptions to demonstrate proper judgement, decision-making and problem solving.
4. Demonstrate sensitivity to client populations served.
5. Consistently perform assignments with minimal error, omissions or need for correction.
6. Information shared in agency documentation, including but not limited to client interaction, documentation, incident reports, or accident reports demonstrates cooperation, honesty and full factual disclosure.
7. Independently assume position functions and integrate knowledge into daily performance.
Qualifications
· Associate Degree (or equivalent experience) preferred
· High school diploma or equivalent required
· Some supervisory or management experience or equivalent responsibility required
· Experience in facilities management preferred
· Valid driver’s license and reliable transportation required
· Flexibility to cover shifts as needed is required
Knowledge, Skills & Abilities
· Possess the necessary written and oral skills to communicate clearly and effectively with staff, clients, and the general public. Able to communicate with a diverse population
· Able to work effectively in a fast-paced environment.
· Exceptional judgement and ability to function and multi-task under time constraints.
· Knowledge of database software, spreadsheet software and word processing software
· Multilingual a plus
Work environment/physical demands
· Must be able to lift up to 50#.
· Must be able to bend, stoop, and stretch.
· Frequent standing for long periods and walking.
Job Type: Full-time
Pay: $18.00 per hour
Benefits:
- 401(k)
- AD&D insurance
- Dental insurance
- Health insurance
- Loan forgiveness
- Paid time off
- Vision insurance
Application Question(s):
- Are you able to cover additional shifts as needed?
- Do you have a valid driver's license and reliable transportation?
Experience:
- Supervisory : 1 year (Preferred)
Work Location: In person
