Support Specialist - The Layover (Friday - Monday, 9am-3:30pm)

Role: Support Specialist
Reports to: Program Manager
Program: 2301-Project HomeKey
Department: Interim Housing
Location: The Layover (Formerly Super 8/LAX) - 9250 Airport Boulevard, Los Angeles, CA 90045
Setting: 100% Onsite
Schedule: Friday - Monday, 9:00am - 3:30pm
Status: Part-time/Non-Exempt/Non-Management
Benefits: Medical, Vision, Dental, Life Insurance, 403(b) Retirement plan, Employee Assistance Program (EAP), etc.
Openings: 1

Summary:
As a Support Specialist at our shelter, you will be an essential part of our mission to provide supportive and restorative care to individuals experiencing homelessness, mental illness, and substance addiction. 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., and create a welcoming environment that fosters client progress. Support Specialists 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. You will also maintain accurate documentation and work collaboratively with a dedicated team to offer comprehensive care.

Essential Duties and Responsibilities:

Act as first point of contact for all immediate client needs and requests such as phone use, linens, water, meals, snacks, laundry, hygiene items etc.
Monitor and oversee the property including communal areas, patios, client rooms, and offices ensuring program guidelines are upheld and the physical site is well-maintained and safe.
Be visible at all times and actively engage and welcome clients and guests.
Conduct regular and thorough walkthroughs of the facility throughout assigned shift. Including completing 2-3 wellness checks per day.
Create a supportive environment to ensure client progress towards stability.
Attend staff meetings and trainings as assigned by superiors.
Oversee client room and bed area maintenance in a trauma informed manner.
Helping clients to keep their room clean and free of clutter and prohibited items.
Facilitate and document a client engagement activity, such as groups, game nights or other activities once a week.
Complete incident reports, update shift logs, enter case notes in HMIS, and email relevant documents/updates before the end of each shift.
Participate in shift exchange before and after each shift, includes posting a shift report to the team at 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 crisis to actively de-escalate situations with client and staff safety in mind, using non-violent communication 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.
Check and respond to email and Teams correspondence in a timely manner.
Maintain client confidentiality at all times, while following agency, state, and HIPAA Laws.
Keep program refrigerator organized, store food and snacks appropriately upon delivery, serve meals and snacks, sort and organize donations, keep track of and report inventory needs.
General Cleaning Duties including wiping tables and desk areas, cleaning out staff and client refrigerator, restocking items.
May be required to provide coverage and perform assigned duties at alternate program sites or locations based on operational needs, staffing demands, or organizational priorities. Flexibility and the ability to travel between sites are essential components of this role.
Other duties as assigned

Qualifications:

High School Diploma or GED or Equivalent
Possess effective customer service skills and the ability to handle difficult situations
Ability to work independently and think critically
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 and sit throughout the day.

Preferred Qualifications:

Minimum one (1) year experience in related work
Ability to communicate in a language other than English strongly preferred

Work Environment:

Combination of field and office environment
Regularly required to sit, stand, bend and occasionally lift or carry up to 35 pounds
On occasion walk or drive to different local sites
Will necessitate working in busy and at times loud environments
Will be exposed to elements like cold, heat, dust, noise and odor
May need to bend, stoop, twist, and sit throughout the day
Able to thrive in a work environment emphasizing teamwork and collaboration