Job Details

Position Summary

The Lead Client Support Specialist (Lead CSS) is responsible for supporting, supervising, and mentoring Client Support Specialists (CSS)in Greenville shelter locations. This full-time position ensures consistency in trauma-informed care, documentation accuracy, shelter structure, and operational flow. The Lead CSS plays a critical role in reinforcing program expectations, promoting team accountability, and supporting Safe Harbor's Shelter Support Program.

This role requires strong leadership, professionalism, and attention to detail. All guidance to staff must follow established processes, protocols, and procedures. The Director of Shelter Operations must be kept informed and involved in staff guidance, concerns, or decisions related to program operations, client safety, or documentation.

This is a full-time, hourly, non-exempt position, eligible for full benefits.

Reports To:

Director of Shelter Operations (DSO)

Direct reports:

Client Support Specialists

Key Responsibilities

Staff Supervision & Team Support

• Supervise CSS staff
• Offer coaching, mentorship, and real-time feedback on documentation and trauma-informed practices
• Reinforce program structure and ensure CSS staff are aligned with Safe Harbor's expectations
• Provide training support, including onboarding, shadowing, orientation, and check-ins
• Assist with interviews and staff selection processes as requested
• Participate in staff evaluations and provide performance input to the DSO
• Ensure all direction given aligns with agency protocols and escalate issues when appropriate
• Maintain professional boundaries and avoid favoritism or inconsistent feedback practices
• Assist with creating the weekly shelter coverage schedule

Client Services & Shelter Support

• Guide CSS staff in implementing the Shelter Support Program (weekly meetings, tracker updates, tool usage)
• Assist with structure-building interventions and de-escalation as needed
• Observe and respond to client dynamics in communal living spaces
• Support with roommate conversations or mediation when requested
• Assist with client orientations or tours
• Assist with client meetings and follow ups
• Uphold trauma-informed leadership, cultural humility, and client dignity

Documentation & Quality Oversight

• Review shift logs, tracker entries, and incident reports for tone, accuracy, and completeness
• Ensure documentation is fact-based, trauma-informed, and adheres to agency guidance
• Identify inconsistencies or missed documentation and follow up with CSS staff
• Submit monthly documentation audits and shelter walk reports to the DSO

Operations & Safety Support

• Conduct monthly supervisory shelter walks to assess facility cleanliness, structure, and flow
• Assist with fire drills, safety reviews, and inspection preparation
• Monitor inventory levels; assist with ordering and picking up groceries and supplies
• Organize and rotate food supplies; complete inventory reports as requested
• Assist with making welcome kits and preparing rooms for new arrivals or exits
• Participate in shelter upkeep and room turnover tasks when needed
• Assist with vendors in shelter

Helpline & On-Call Support

• Assist with helpline call coverage during scheduled shifts
• Provide backup support for on-call duties as assigned
• Record and report all significant helpline or on-call actions per agency protocols
• Escalate urgent client safety or facility concerns to the DSO

Collaboration & Communication

• Maintain clear communication with the DSO on staff performance, shelter patterns, and program needs
• Coordinate shift transitions and ensure consistency across both locations
• Assist with vendor or volunteer activities and communicate logistics as needed
• Submit weekly written updates to the DSO outlining successes, concerns, and emerging themes

Qualifications & Skills

• High school diploma or GED required
• 1+ years of supervisory or residential shelter experience preferred
• Strong knowledge of trauma-informed care, boundaries, and structure-building
• Excellent communication, follow-through, and documentation skills
• Ability to calmly and professionally handle crises and shelter flow changes
• Proficiency with Microsoft Teams, Outlook, and documentation systems
• Valid driver's license and reliable transportation required
• Ability to lift and transport supplies, walk stairs, and support facility upkeep

Work Environment & Expectations

• Works in-person at both Anderson and Oconee shelter locations
• Weekly schedule will reflect rotating or designated coverage across sites
• Must respond to shelter-based concerns in a timely and professional manner
• Expected to uphold strict confidentiality in all matters related to client care, shelter operations, and documentation
• Participates in training, evaluation, and ongoing leadership development
• Demonstrates Safe Harbor's values of dignity, safety, healing, and empowerment