Client Support Specialist

Position Summary 

The 3rd Shift Client Support Specialist (CSS) is an essential member of the Shelter Operations and Client Support Team. This position is responsible for ensuring overnight safety, structure, and basic client support within the shelter environment. The CSS provides a trauma-informed presence, performs regular shelter walk-throughs, completes documentation, and addresses overnight shelter needs. The CSS helps maintain a calm, supportive environment during overnight hours and supports agency protocols for safety, cleanliness, and access. 

This is a part-time, hourly, and non-exempt position. 

Reports to: Director of Shelter Operations 

Work Schedule & Availability: Must be available to work between the hours of 10:00 PM and 8:30am, including weekends.  

Key Responsibilities 

Shelter Safety & Overnight Support 

• Maintain a consistent and calm presence throughout the shelter during overnight hours. 
• Conduct routine shelter walk-throughs to observe safety, cleanliness, or emotional concerns. 
• Monitor interior and exterior doors/gates to ensure secure access. 
• Respond to client needs, emotional concerns, or disturbances using de-escalation and trauma-informed practices. 
• Notify supervisors or on-call staff of any safety concerns or major incidents. 

Facility Oversight & Documentation 

• Complete assigned overnight tasks, including documentation of walk-throughs, incident reports, supply needs, and helpline calls. 
• Assist with light cleaning tasks, supply restocking, or room readiness preparation as needed. 
• Dispense over the counter (OTC) medications and personal care items in accordance with policy, logging all distribution. 
• Support maintenance of orderly staff spaces and shared areas during overnight shifts. 

Communication & Team Collaboration 

• Communicate effectively with incoming staff to relay important updates or concerns overnight. 
• Document all relevant activity in agency-approved databases or logs before end of shift. 
• Participate in shelter walk documentation and follow assigned checklists for shift duties. 
• Maintain communication with Shelter Operations leadership regarding emerging client patterns, facility needs or shift issues. 

Client Interaction (General) 

• Provide respectful, trauma-informed interaction to any clients awake during the shift. 
• Offer clear structure reminders (e.g., quiet hours, shared space use) in line with community living expectations. 
• Respond calmly and supportively to clients experiencing emotional distress or conflict. 

Qualifications 

• 1–2 years of experience in shelter, residential, or overnight support environments preferred. 
• Understanding trauma-informed care, community living structure, and behavioral support. 
• Strong communication, observation, and documentation skills. 
• Ability to work independently and follow structured overnight protocols. 
• High school diploma or GED required. 
• Computer literacy (Outlook, Teams, Word, database entry). 
• Ability to lift and transport supplies (up to 25–30 pounds) 
• Valid driver’s license and reliable transportation preferred. 

Work Environment & Physical Requirements 

• Residential shelter environment with minimal supervision during overnight hours. 
• Requires walking, light lifting, and movement throughout the shelter during shifts. 
• Must maintain professionalism and emotional regulation in high-stress or emergency situations. 
• Adheres to confidentiality and safety protocols at all times. 
• $2.00 shift differential from 12am to 8am 

Agency Commitment 

• Safe Harbor is committed to providing trauma-informed, respectful, and supportive services to survivors of domestic abuse. Staff are expected to uphold agency values, maintain confidentiality, and contribute to a safe and welcoming shelter environment.