Participant Support Specialist

Job Description

Job Title	Reports to
Participant Support Specialist	Program Manager
Location	Classification Exempt/Nonexempt
Hayward	Full-time/Non-exempt

General Position Description

The Participant Support Specialist (PSS) provides participant-centered support to

individuals residing in HCEB for interim housing programs. The position focuses on

building relationships, identifying participant needs, providing ongoing support,

connecting participants to community resources, and helping participants work toward

their self-identified goals.

The PSS works collaboratively with interim housing operations staff, healthcare providers,

behavioral health providers, Service Coordinators, and community partners to promote

participant stability, wellness, and successful engagement with services.

The PSS is responsible for providing direct participant services and service coordination

and is expected to exercise independent judgment in assessing participant needs,

coordinating resources, responding to emerging concerns, and documenting services.

The position does not have responsibility for housing navigation, housing search,

housing matching, landlord outreach, or housing placement.

Core Responsibilities

Participant Engagement

• Build trusting and respectful relationships with participants.

• Complete and regularly update an Individual Support Plan for all participants on

caseload.

• Conduct regular participant check-ins and identify immediate and ongoing needs.

• Support participants in identifying personal goals and developing steps toward

those goals.

HCEB• Proprietary and Confidential • 2026• Provide trauma-informed, culturally responsive, and low-barrier support.

• Help participants navigate program expectations, resources, and services.

Caseload Management & Continuum of Care Coverage

• Maintain a caseload of up to 25 assigned participants and provide consistent

engagement, support, follow-up, and service coordination.

• Maintain awareness of the needs and circumstances of assigned participants and

ensure identified needs are appropriately addressed or referred.

• Provide support to participants who are not on your assigned caseload when

the staff member responsible for those participants is not present.

• Respond to immediate participant needs and site concerns within the scope of the

position and communicate relevant information to the appropriate staff member

upon their return.

• Ensure continuity of participant support and communication during staff absences,

schedule changes, or other coverage needs.

• Clearly communicate and document follow-up needs so that the assigned staff

member can resume services appropriately.

Service Connection

• Connect participants to healthcare, behavioral health, benefits, transportation,

food, identification, legal services, employment, education, and other community

resources.

• Make referrals and follow up to determine whether participants are successfully

connected to services.

• Help participants overcome barriers to accessing services.

• Coordinate with external providers, with appropriate participant consent.

Participant Stabilization

• Support participants with activities of daily living and self-sufficiency goals.

• Assist with obtaining identification and other Core housing documents.

• Help participants apply for or maintain benefits.

• Support appointment scheduling and transportation coordination.

• Provide problem-solving and coaching around participant-identified needs.

Advocacy and Support

• Advocate for participant access to appropriate services.

• Help participants understand their rights and available resources.

HCEB• Proprietary and Confidential • 2026• Support participants in communicating with service providers.

• Assist participants with the grievance process when requested.

• Help identify concerns that may require additional intervention from supervisors,

nursing, behavioral health, or other providers.

Documentation

• Document participant interactions and services in HMIS and other required

systems within established timelines.

• Maintain meaningful and accurate service notes.

• Document referrals, participant responses, and follow-up needs.

• Maintain current participant service information.

• Participate in regular documentation reviews.

Team Collaboration

• Participate in conferences and staff meetings.

• Communicate relevant participants needs to appropriate team members.

• Coordinate with shelter operations and clinical staff.

• Participate in multidisciplinary care coordination when appropriate.

Housing Navigation Exclusion: The Shelter Support Specialist does not provide housing

navigation or housing placement services. The position does not conduct housing

searches, identify housing opportunities, conduct landlord outreach, match participants

to housing, or coordinate housing applications or move-ins. Participants requiring housing

Navigation services will be referred to the appropriate Housing Navigation staff assigned to

the interim housing site.