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 neededObserve and respond to client dynamics in communal living spacesSupport with roommate conversations or mediation when requestedAssist with client orientations or toursAssist with client meetings and follow upsUphold trauma-informed leadership, cultural humility, and client dignityDocumentation & Quality Oversight
Review shift logs, tracker entries, and incident reports for tone, accuracy, and completenessEnsure documentation is fact-based, trauma-informed, and adheres to agency guidanceIdentify inconsistencies or missed documentation and follow up with CSS staffSubmit monthly documentation audits and shelter walk reports to the DSOOperations & Safety Support
Conduct monthly supervisory shelter walks to assess facility cleanliness, structure, and flowAssist with fire drills, safety reviews, and inspection preparationMonitor inventory levels; assist with ordering and picking up groceries and suppliesOrganize and rotate food supplies; complete inventory reports as requestedAssist with making welcome kits and preparing rooms for new arrivals or exitsParticipate in shelter upkeep and room turnover tasks when neededAssist with vendors in shelterHelpline & On-Call Support
Assist with helpline call coverage during scheduled shiftsProvide backup support for on-call duties as assignedRecord and report all significant helpline or on-call actions per agency protocolsEscalate urgent client safety or facility concerns to the DSOCollaboration & Communication
Maintain clear communication with the DSO on staff performance, shelter patterns, and program needsCoordinate shift transitions and ensure consistency across both locationsAssist with vendor or volunteer activities and communicate logistics as neededSubmit weekly written updates to the DSO outlining successes, concerns, and emerging themesQualifications & Skills
High school diploma or GED required1+ years of supervisory or residential shelter experience preferredStrong knowledge of trauma-informed care, boundaries, and structure-buildingExcellent communication, follow-through, and documentation skillsAbility to calmly and professionally handle crises and shelter flow changesProficiency with Microsoft Teams, Outlook, and documentation systemsValid drivers license and reliable transportation requiredAbility to lift and transport supplies, walk stairs, and support facility upkeepWork Environment & Expectations
Works in-person at both Anderson and Oconee shelter locationsWeekly schedule will reflect rotating or designated coverage across sitesMust respond to shelter-based concerns in a timely and professional mannerExpected to uphold strict confidentiality in all matters related to client care, shelter operations, and documentationParticipates in training, evaluation, and ongoing leadership developmentDemonstrates Safe Harbors values of dignity, safety, healing, and empowerment