Client Support Specialist

Job Title: Client Support Specialist
Program: Interim Housing, Rancho 600
Classification: Full-time & Part-time
FLSA: Non-Exempt
Reports to: Program Manager
Pay Range: $23-25/hour
Supervisory Responsibilities: Yes (Volunteers/Interns)

Position Description

The Client Support Specialist assigned to the Rancho 600 – Interim Housing program will be responsible for working directly with participants to meet their daily needs in a safe and secure environment. The program will provide Interim Housing Services (IHS) stabilization for eligible Los Angeles County Department of Health Services participants on the campus of the Rancho Los Amigos National Rehabilitation Center (Building) until permanent housing placement is secured. This position will be responsible for program intake and client support for participants enrolled in the program. The Ranch 600 Interim Housing Program provides a safe, low-barrier, Housing First, housing-focused, and supportive twenty-four (24) hour interim housing service for adults experiencing homelessness. The Client Support Specialist is responsible for reviewing, evaluating and verifying intake information and assuring compliance with program eligibility guidelines. The Client Support Specialist will also provide direct support to participants, ensuring their access to facilities and resources and providing support and crisis intervention as needed. This position is key in ensuring a safe and welcoming environment that meets the immediate needs of program participants.

Specific Skills Required/Desired

1. Required: Strong written and verbal communication skills. Strong documentation and organizational skills including electronic and hard copy documentation. Knowledge of services provided by First Day and other social service organizations in Whittier and the surrounding area that assist individuals experiencing homelessness. Ability to work independently and as part of a team. Ability to exercise mature and sound judgment as well as good problem-solving and conflict resolution skills. Ability to work with diverse populations and to provide services in a non-judgmental and non-discriminatory manner. Ability to maintain and execute confidential information, to project a professional demeanor at all times and to maintain regular attendance. Ability to time manage effectively and coordinate multiple projects simultaneously in a high-pressure environment. Ability to manage crisis situations with minimum supervision and to set and observe appropriate personal limits and boundaries.
2. Required: Successful completion of background screening (including drug and alcohol screening) and an updated Tuberculosis Test (within the last 6 months);
3. Preferred: Written and oral proficiency in Spanish.
4. Preferred: Written and oral proficiency in Spanish.

Education/Experience/Training

1. Required: AA Degree or two years of experience in social services, hospitality, or health care including experience dealing with substance use in clients and crisis intervention.
2. Required: proficiency in Microsoft Office and Web-based programs, HMIS and any other database software(s) used to track work outputs.
3. Preferred: CPR/First Aid Training Certification and HMIS Training Certification within 6 month of hire (training provided).
4. Required: Valid CA Driver’s License, auto insurance and reliable transportation. If providing driving support on behalf of First Day, must be able to meet vehicle insurance requirements to be covered by First Day’s Vehicle Insurance policy at all times while employed.
5. Preferred: Minimum two years of non-profit experience with the homeless population and/or case management in a supervisorial or management role.

Responsibilities

The following reflects management’s definition of essential functions for this job but does not restrict the task that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

NOTE: First Day considers this position to be a mandated reporter of elder and child abuse

Primary Responsibilities

• Maintain a calm, friendly and welcoming atmosphere within First Day’s facility promoting a clean, orderly and healthy environment at all times;
• Supervise daily operations of the shelter and provide support services to all program participants documenting all participant encounters and services provided in HMIS; maintain participant case files up to date;
• Assist case management staff with program issues – i.e. dorm inspections, relaying program information, meeting reminders, referrals, etc.;
• Conduct checks of bed areas, outside grounds and common areas to ensure that locations are secured and program participant compliance;
• Monitor and document resident compliance with program rules and guidelines, including bed area cleanliness, daily sign-in and adherence to program curfew;
• Monitor and authorize entrance and departure of employees, participants, visitors, guests and other persons to ensure the security of the premises and safety of Rancho 600 participants;
• Coordinate on-site events on evenings and weekends (Movie Nights, Friendship Dinners, Partner Events, etc.);
• Report and correct any spills, unsafe working conditions or defective equipment posing a safety hazard to staff and participants;
• Report any irregularities to Program Manager including but not limited to security breaches, unusual occurrences, equipment or property damage, theft and presence of unauthorized persons;
• Promptly and accurately report any issues and concerns regarding participants to Program Manager;
• Assist with relaying program information, meeting reminders, referrals, etc to participants;
• Produce work orders for review, approval and scheduling by Program Manager and Business Operations Manager;
• Provide report of any incidents occurring during daily shift in writing. If incidents meet LAHSA reporting criteria, ensure Incident Report is submitted to LAHSA within 12 hours of incident;
• Assist with conflict resolution by modeling and encouraging positive methods of problem-solving, respectful communication and self-restraint;
• Maintain and execute confidential information according to HIPAA standards;
• Attend staff trainings and department meetings as needed and other duties as assigned;
• Obtain and input all required client information into the Homeless Management Information System (HMIS) database within 72 hours; maintain resident case files up to date;
• In coordination with Case Managers, assist each participant in developing and working towards a Housing and Services Plan, assisting participants in obtaining core documents that are requested in the Scope of Required Services.; and,
• Attend staff trainings and department meetings as needed and other duties as assigned.

Intake Coordination

• Review, evaluate, and verify all client intake information including but not limited to household size, income, criminal history, and other related information to assure compliance with program eligibility guidelines;
• Respond to and schedule all intake referrals received from DHS in timely manner in accordance with contract requirements;
• Log, file and enter source documents and related data into client files, HMIS, CHAMP, and other data capture systems;
• Generate eligibility and ineligibility letters to applicants as well as participant progress reports and letters;
• Coordinate and/or conduct group and individual intake meetings with new program participants to explain interim housing policies and procedures;
• Process changes and updates to applicants’ records to re-determine eligibility for programs as applicants’ status changes including changes to income;
• Generate a variety of technical, statistical and administrative reports to assist management in compiling information necessary to comply with county, state and federal requirements audits;
• Assist with management of client progress by coordinating with Case Managers and other partner agencies;
• Participate in program, department and agency meetings and trainings as required, as well as inter-agency groups that provide assistance to individuals experiencing homelessness;

Responsibilities Common to all First Day Employees

• Employ a strengths base and “whatever it takes approach” to assist participants;
• Maintain a safe work environment and confidentiality at all times;
• Be proactive, creative and flexible in determining, evaluation, researching and resolving issues;
• Organize and prioritize multiple activities to meet all external and internal deadlines;
• Maintain professional demeanor that reflects positively on First Day;
• Demonstrate respect and courtesy towards others;
• Respond in timely manner in all aspects of communication;
• Work with minimum supervision; and
• Perform other duties as assigned.

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

In the course of performing this job, this position typically spends long periods of time sitting, standing, climbing stairs, walking and carrying and lifting 20 (lbs.). It requires coordination of multiple tasks, performing repetitive motion activities (typing), and firm/strong grasping. Operation office equipment such as phone, fax, copier, and computer.

NOTICE: This job description is provided as a general summary of common job duties performed by individuals assigned this job title. It is not all-inclusive, nor is it intended to create a contract, written or implied, between employees and First Day. It does not alter the employment-at-will relationship that exists between employees and First Day. As a condition of employment, all First Day employees are expected to perform job duties assigned by management even when such duties are not described in their job description.

First Day is an Equal Employment Opportunity Employer.

Essential Functions of the Job: Physical Requirements and Working Conditions
O=Occasionally (up to 25% time on job); F=Frequently (25-75% time on job); C=Constantly (more than 75% time on job

A. Physical Demands

B. Working Conditions

C. Protective Equipment Required