Support Specialist - Layover (Fri-Sun, 7am-3:30pm)

Title: Support Specialist
Report to: Senior Program Manager
Schedule: Friday-Sunday, 7am-3:30pm
Status: Part-time, Non-Exempt (Hourly), Non-Management
Location: The Layover (LAX/Super 8), 9250 Airport Boulevard, Los Angeles, CA 90045

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

1. 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.
2. 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
3. Be visible at all times and actively engage and welcome clients and guests
4. Conduct regular and thorough walkthroughs of the facility throughout assigned shift. Including completing 2-3 wellness checks per day.
5. Create a supportive environment to ensure client progress towards stability
6. Attend staff meetings and trainings as assigned by superiors
7. 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
8. Facilitate and document a client engagement activity, such as groups, game nights or other activities once a week
9. Complete incident reports, update shift logs, enter case notes in HMIS, and email relevant documents/updates before the end of each shift
10. Participate in shift exchange before and after each shift, includes posting a shift report to the team at the end of each shift
11. Develop effective, trusting relationships with clients and use a client centered approach hat includes motivational interviewing, harm reduction, and trauma informed care
12. Intervene during crisis to actively de-escalate situations with client and staff safety in mind, using non-violent communication sills
13. work as part of a team to provide comprehensive integrated care to individuals experiencing homelessness, mental illness and substance addiction
14. Communicate effectively and in a timely manner with management, peers, and clients
a. Check and respond to email and Teams correspondence in a timely manner
15. Maintain client confidentiality at all times, while following agency, state, and HIPAA Laws
16. 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
17. General Cleaning Duties including wiping tables and desk areas, cleaning out staff and client refrigerator, restocking items
18. Other duties as assigned

Qualifications/Requirements:

* 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
and sit throughout the day.

Preferred Qualifications:

* High school/GED degree (preferred)

* Minimum one (1) year experience in related work


Work Environment:

1. Office environment with occasional field activities with participants and staff.

2. Regularly required to sit, stand, bend, and occasionally lift or carry up to 35 pounds.

3. May be exposed to elements like cold, heat, dust, noise, and odor.

4. May need to bend, stoop, twist,