Support Specialist, The Layover (Wednesday - Sunday, 3pm -11:30pm)

Role: Support Specialist
Reports to: Program Manager
Program: 2301-Project HomeKey
Department: Interim Housing
Location: The Layover (Formerly Super 8/LAX) - 9250 Airport Boulevard, Los Angeles, CA 90045
Setting: 100% Onsite
Schedule: Wednesday - Sunday, 3pm - 11:30pm
Status: Full-time/Non-Exempt/Non-Management
Benefits: Medical, Vision, Dental, Life Insurance, 403(b) Retirement plan, Employee Assistance Program (EAP), etc.
Openings: 1

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 activities, 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
• Participate in shift exchange before and after each shift, includes posting a shift report to the team at 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
• Check and respond to email and Teams correspondence in a timely manner.
• Maintain client confidentiality at all times, while following agency, state, and HIPAA laws
• 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.
• General Cleaning Duties including wiping tables and desk areas, cleaning out staff and client refrigerator, restocking items.
• Other duties as assigned

Qualifications:
• High School Diploma or GED or Equivalent
• Possess effective customer service skills and the ability to handle difficult situations
• Ability to work independently and think critically
• 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

Preferred Qualifications:
• Minimum one (1) year experience in related work
• Ability to communicate in a language other than English strongly preferred but not required

Work Environment:
• Office environment with occasional field activities with participants and staff.
• Regularly required to sit, stand, bend, and occasionally lift or carry up to 35 pounds.
• May be exposed to elements like cold, heat, dust, noise, and odor
• May need to bend, stoop, twist and sit throughout the day


EXPECTED BEHAVIORS OF ALL STAFF
1. Act as a role model
2. Demonstrate a sense of responsibility
3. Continuously learn and improve
4. Acknowledge your own areas of improvement
5. Hear and provide honest, specific and direct feedback
6. Create an environment where everyone is