Chat Support Jobs in Fountain Inn, SC (NOW HIRING)

Position Summary

The Client Support Specialist (CSS) is a key member of the Shelter Operations and Client Support Team, responsible for providing trauma-informed support and promoting structure and community living within the shelter environment. CSS staff carry a shelter support caseload and offer consistent engagement, structure reminders, and behavioral support to clients as they navigate communal spaces. CSS staff play a vital role in reinforcing shelter expectations, building rapport with clients, documenting support interactions, andidentifyingpatterns that may requireadditionalattention or referral.The CSSworks collaboratively with Shelter Operations team members and leadership tomaintainan emotionally safe, structured, and welcoming space for all clients.

This is a full-time, hourly, non-exempt position that is eligible for full benefits.

Reports to: Director of Shelter Operations

Key Responsibilities

Client Support & Community Living Engagement

• Carry a caseload of assigned clients and provide consistent, trauma-informed support focused on shelter engagement, community living expectations, and emotional well-being

• Offer regular check-ins, structure reminders, and behavioral guidance related to shared space use, boundaries, and routines

• Support clients in adjusting to the shelter environment through emotional presence, structure reinforcement, and clear communication

• Refer clients to the Advocacy Team for needs related toadvocacy services

• Document all support interactions accurately andin a timely manner

• Observe and reportemergingclient patterns related to communal living, safety, or emotional regulation

• Maintain awareness of assigned clients' shelter experience and providetimelyfollow-up on behavioral concerns, emotional needs, or program engagement

• Maintains professional boundaries with clients while offering respectful, nonjudgmental support in daily shelter routines

• Collaborate with supervisors to adjust support strategies when ongoing concerns arise

• Respond calmly to moments of emotional distress, using de-escalation techniques whenappropriateand promptly notifying leadership of safety concerns

• Process new arrivals during assigned shifts by completing initial documentation, reviewing expectations, andassistingwith orientation

• Participatein room preparation and initial walkthroughs to ensure space readiness for each client

• Provide welcoming, trauma-informed introductions to shelter routines and shared living expectations

Documentation & Communication

• Document all relevant client interactions, incidents, or shelter concerns using agency-approved systems

• Report emerging client patterns, concerns, or follow-up needs to Shelter Operations leadership

• Respond to helpline callsin accordance withagency procedures and trauma-informed practices

• Follow up on assigned tasks and ensure documentation is completed accurately and on time

• Demonstrates reliability by completing assigned tasks within expectedtimeframesand notifying the supervisor of any delays or barriers

Shelter Operations Support

• Conduct routine shelter walk-throughs tomaintaina consistent staff presence, support respectful use of shared spaces, andobservefor any safety, emotional, or environmental concerns that may need follow-up

• Assistwith room setup, restocking of staff/client supplies, and assigned cleaning checks

• Assign and verify completion of client household chores based on shift responsibilities and communal living expectations

• Monitor doors and gates during assigned shifts to help ensure safety and secure access

• Participate in client engagement activities such as Fun Nights, shelter celebrations, and shelter decoration projects

• Respond to and document helpline callsin accordance withagency procedures

• Dispense over the counter (OTC) medications and personal care items as requested

Team Collaboration

• Collaborate with Shelter Operations and Client Support team members to ensure consistent support and smooth shelter flow

• Participate in team check-ins, shelter walk-throughs,trainings, and shift communication

• Assistwith shadow training of new team members to support consistent onboarding and modeling of expectations

• Maintain regular communication with supervisors to report concerns, receive guidance, and ensure alignment with shelter standards

• Adjusts to changes in client needs, shift demands, or shelter flow whilemaintainingconsistency in role expectations

Additional Responsibilities

• Attends required staff meetings, supervision sessions, and trainings to stay informed of program updates and expectations

• Activelyparticipatesin onboarding, ongoing training, and professional development to strengthen trauma-informed practices and shelter operations knowledge

• Enthusiasticallyrepresentsand supports the mission, vision of Safe Harbor in all interactions with clients, teammates, and community partners

• Completes other duties as assigned by the supervisor and/or agency leadership

• Assistswith anyadditionalresponsibilities necessary to support a safe, structured, and supportive shelter environment

Qualifications

• 1-2 years of experience in shelter, residential, or communal living environments preferred

• Familiarity with trauma-informed care and structured support approaches

• Strong communication, documentation, and follow-through skills

• Computer literacyrequired, including the ability to navigate client databases and use Microsoft Office products (Outlook, Word, Excel, Teams) for documentation and internal communication

• High school diploma or GEDrequired

• Valid driver's license and reliable transportation

Work Environment & Physical Requirements

• Based in a residential shelter setting with active client engagement

• Requires walking, standing,climbing stairsand light lifting, with a focus on direct support and shared space upkeep

• Mustmaintainemotional composure and professionalism in high-stress or crisis situations

• Follows all safety, documentationpoliciesand procedures

• Expected to uphold strict confidentiality in all shelter-related documentation, communication, and interactions both onsite and externally

• $2.00 shift differential from 12:00am to 8:00am