Support Specialist (Sun.-Thurs., 3pm-11:30pm)

Title: Support Specialist

Department: Interim Housing

Project: El Puente, 711 N. Alameda Street, Los Angeles, CA 90012

Reports to: Assistant Director

Schedule: Sunday-Thursday, 3:00pm -11:30pm

Status: Full-Time, Non-Exempt (Hourly), Non-Management

Benefits: Medical, Vision, Dental, Life Insurance, 403(b) Retirement plan, Employee Assistance Program (EAP), etc.

Summary

A support specialist will act as the first point-of-contact for all immediate client needs and requests such as phone use, linens, water, laundry schedule, etc. They will respond to clients' needs (in a trauma informed care scope) and assist with other tasks given to support the shelter and other staff members. A support specialist's role is vital to the success and support of the client's and the shelter itself.

Essential Duties and Responsibilities:

* Act as the first point-of-contact for all immediate client needs and requests such as phone use, linens, water, etc.

* Monitor and oversee the floor including communal areas, patios, bathrooms, dorms and showers, ensuring program guidelines are upheld and that the physical site is well-maintained and safe, including general cleaning duties

* Be visible on the floor at all times and actively engage and welcome clients

* Conduct regular, thorough walk-throughs of the facility

* Create a supportive environment to ensure client progress towards stability

* Attend relevant staff meetings, trainings and retreats as scheduled

* Oversee client cubicle/bed area maintenance in a trauma-informed manner

* Facilitate a client engagement activity, such as groups or other activities

* Complete incident reports, update shift logs, and document in HMIS, as needed and email relevant documents/updates before the end of each shift

* Develop effective, trusting relationships with clients and use a client-centered approach that includes motivational interviewing, harm reduction, and trauma-informed care

* Intervene during crises to actively de-escalate situations, with client and staff safety in mind, using non-violent communications skills

* Work as part of a team to provide comprehensive, integrated care to individuals experiencing homelessness, mental illness, and substance addiction

* Communicate effectively, and in a timely manner, with management, peers, and clients

* Always maintaining client confidentiality, while following agency, state, and HIPAA laws

* Other duties as assigned

Qualifications:

* High school/GED degree

* Minimum one (1) year experience in related work

* Possess effective customer service skills and the ability to handle difficult situations

* Ability to work independently and think critically

* Ability to communicate in a language other than English strongly preferred but not required

* Ability to act in a professional manner regardless of circumstances

* Commitment to improving the community through empowerment and dignity

* Familiarity with non-violent crisis intervention

* Familiarity with issues faced by population served

* Ability to self-motivate and to appropriately organize and motivate others

* Computer literate; able to use computerized database system for information management

* Ability to work as a team member

* Able to obtain and maintain Food Handlers, CPR and first aid certification

* Demonstrate an ability to take initiative towards continued professional development

WORK ENVIRONMENT:

1. Office environment with occasional field activities with participants and staff.

2. Regularly required to sit, stand, bend, and occasionally lift or carry up to 35 pounds.

3. May be exposed to elements like cold, heat, dust, noise, and odor.

4. May need to bend, stoop, twist, and sit throughout the day.