Lead Client Support Specialist (FT/Greenville)Safe Harbor • Greenville, SC, US

Lead Client Support Specialist (FT / Greenville)

Safe Harbor • Greenville, SC, US

job_description.job_card.30_days_ago

serp_jobs.job_preview.job_type

serp_jobs.job_card.full_time

job_description.job_card.job_description

Job Description

Salary : 20.00

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 Harbors 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 Harbors 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 drivers 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 Harbors values of dignity, safety, healing, and empowerment

serp_jobs.job_alerts.create_a_job

Client Support Specialist • Greenville, SC, US

Job_description.internal_linking.related_jobs