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The Floating Client Support Specialist (Floating CSS) provides trauma-informed support, structure, and consistency across multiple Safe Harbor shelter locations. This role ensures continuity of care and operational stability by assisting with coverage gaps, supporting client engagement, and maintaining shelter standards during staff absences.

The Floating CSS carries a small Shelter Support caseload, supports communal living expectations, and promotes a safe and respectful environment. This position plays a vital role in maintaining structure, reinforcing boundaries, and fostering a sense of community within the shelters.

Reports To: Shelter Operations Supervisor (SOS)

Classification: Full-time, hourly, non-exempt, benefits eligible

Key Responsibilities

1. Client Support

• Carry a Shelter Support caseload and provide trauma-informed emotional support, structure coaching, and redirection.
• Conduct check-ins and conversations that reinforce communal living expectations and Safe Shelter guidelines.
• Facilitate or assist with roommate agreements, mediations, and re-entry conversations at the direction of a supervisor.
• Lead or assist with Community Living (CL) Groups, Fun Nights, Butterfly Celebrations, and other client engagement activities.
• Address shared space concerns respectfully through reminders, follow-up, and documentation in client trackers.
• Maintain professional boundaries while promoting a safe, calm, and consistent shelter environment.
• Recognize and report signs of emotional distress, safety risks, or behavioral escalation promptly.
• Model trauma-informed communication and uphold client dignity and empowerment.

2. Shelter Operations Support

• Assist with new arrival intakes, orientations, and room preparation as directed.
• Participate in room and locker inspections, chore checks, and upkeep of shelter spaces.
• Maintain and restock client and staff supplies, including personal care items, welcome kits, and cleaning supplies.
• Assist with inventory management of household, personal care, and food items.
• Support shelter organization projects such as decluttering, labeling, and organizing shared spaces or storage areas.
• Assist with grocery and supply pickups, including coordination for hotel-based clients when needed.
• Participate in fire drills, safety classes, and general safety preparedness activities.
• Uphold standards of cleanliness and safety consistent with agency expectations.

3. Documentation & Quality Assurance

• Document all client interactions, shelter updates, and incidents clearly and promptly.
• Record observations and emerging client or shelter patterns related to safety, structure, or communal living.
• Ensure documentation reflects trauma-informed, factual, and professional language.
• Complete all required reports, trackers, and forms accurately and on time.
• Support QA and data tracking efforts by maintaining accurate, detailed records for shelter operations.

4. Flexible Role Based Coverage

• Provide shift and site coverage for CSS absences across locations.
• Adjust to changes in staffing or shelter flow while maintaining consistency and professionalism.
• Collaborate with the Lead CSS, SOS, and DSO to ensure smooth transitions and consistent service delivery.
• Support shelter flow by assisting with client engagement, chores, and shared space structure when not assigned to direct coverage.

5. Collaboration & Communication

• Participate in team check-ins, supervision, and cross-location meetings.
• Communicate regularly with supervisors regarding shelter updates, coverage, and client concerns.
• Collaborate with CSS, Lead CSS, and SOS to reinforce consistent structure and trauma-informed approaches across shifts.
• Support new hire orientation and shadow training when assigned.
• Demonstrate flexibility, teamwork, and a proactive approach to problem-solving and shelter needs.

6. Helpline & On-call Support

• Respond to helpline calls as assigned, using trauma-informed and empathetic communication.
• Complete helpline documentation accurately and report urgent needs or safety concerns to on-call or supervisory staff.
• Support after-hours structure or communication when assigned.

Qualifications & Skills

• High school diploma or GED required; a combination of relevant college coursework and/or experience in human services, shelter operations, or a related field is preferred.
• 1-2 years of experience in shelter, communal living, or trauma-informed environments preferred.
• Knowledge of, or openness to developing skills in, trauma-informed care and community living practices that promote safety and structure.
• Strong organizational, communication, and documentation skills.
• Computer literacy required, including Microsoft Teams, Outlook, and agency database.
• Valid driver's license and reliable transportation required.
• Ability to remain calm and professional during crises and changing shelter conditions.
• Ability to lift and transport supplies, walk stairs, and engage in hands-on facility tasks.
• Performs other duties or provides assistance as assigned to maintain safety, structure, and support across shelter locations.

Work Environment & Expectations

• Based in residential shelter setting.
• Must respond calmly and professionally to client needs and emergencies.
• Expected to maintain confidentiality and adhere to all shelter safety and documentation protocols.
• Participate in ongoing training and professional development to strengthen trauma-informed practices.
• Model Safe Harbor's core values of dignity, safety, healing, and empowerment.