Support Specialist, El Puente (Monday – Friday, 7:00am-3:30pm)

Title: Support Specialist

Department: Interim Housing

Site Name: El Puente 

Address: 711 N. Alameda Street, Los Angeles, CA 90012

Reports to: Assistant Director

Schedule: Monday – Friday, 7:00am - 3:30pm

Status: Full-Time, Non-Exempt (Hourly), Non-Management 

Benefits: Medical, Vision, Dental, Life Insurance, 403(b) Retirement plan

Summary

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. They 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.

Essential Duties and Responsibilities

· Act as the first point-of-contact for all immediate client needs and requests such as phone use, linens, water, etc.

· Monitor and oversee the floor including communal areas, patios, bathrooms, dorms and showers, ensuring program guidelines are upheld and that the physical site is well-maintained and safe, including general cleaning duties

· Be visible on the floor at all times and actively engage and welcome clients

· Conduct regular, thorough walk-throughs of the facility

· Create a supportive environment to ensure client progress towards stability

· Attend relevant staff meetings, trainings and retreats as scheduled

· Oversee client cubicle/bed area maintenance in a trauma-informed manner

· Facilitate a client engagement activity, such as groups or other activities

· Complete incident reports, update shift logs, and document in HMIS, as needed and email relevant documents/updates before 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 crises to actively de-escalate situations, with client and staff safety in mind, using non-violent communications 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

· Always maintaining client confidentiality, while following agency, state, and HIPAA laws

· Other duties as assigned

Qualifications/Requirements

· High school/GED degree

· Minimum one (1) year experience in related work

· Possess effective customer service skills and the ability to handle difficult situations

· Ability to work independently and think critically

· Ability to communicate in a language other than English strongly preferred but not required

· 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