Client Services Specialist - Domestic Violence Shelter, Lang

Responsibilities:

• Learn and integrate a trauma-informed, client-centered approach, using an anti-oppressive lens, into your work with clients. Identify when a client is experiencing trauma reactions and help clients stabilize.
• Conduct emergency shelter intakes for site vacancies and vacancies at sister sites as part of the Central Intake team.
• Assess immediate safety needs and develop risk management plans during intake and shelter placement calls.
• Use neutral, respectful, and non-judgmental language when responding to the needs and requests of clients.
• Work collaboratively as part of a multidisciplinary team to ensure a safe, supportive, and client-centered environment.
• Communicate effectively and professionally through phone, text, email, and in-person interactions with clients, coworkers, supervisors, management, and service providers.
• Provide crisis intervention, mediation, and de-escalation services to diffuse situations between residents, family members, and/or roommates.
• Facilitate, document, and promote monthly healing activities and client engagement opportunities.
• Participate in trainings to improve client-centered practice skills and increase knowledge of self-care, trauma, and vicarious trauma.
• Plan, implement, and/or research self-care and other social activities for clients and their children.
• Actively participate in donor tours and assist with special client events and holiday celebrations.
• Build positive rapport with clients and provide emotional support, encouragement, advocacy, and resource referrals as needed.
• Participate in staff meetings, supervision, mandatory trainings, and special events.
• Maintain confidentiality and uphold agency policies and procedures at all times.
• Conduct hourly rounds and regular health and safety facility checks to ensure client safety and program compliance.
• Understand and follow emergency procedures, including fire safety protocols.
• Sort and organize donations of food, clothing, and other items/projects as assigned.
• Distribute supplies to clients in accordance with established guidelines and emergency requests.
• During the orientation process, assess clients’ immediate needs and provide referrals for basic services and resources.
• Provide referrals for clients following their initial Case Management session.
• Assist with basic office tasks such as archiving, filing, collating, updating lists, and other administrative duties as assigned.
• Enter activity logs, shift notes, incident reports, and Case Management System (CMS) documentation in a timely and accurate manner.
• Provide starter kits and assist with bed utilization by helping prepare and clean apartments and move client belongings as assigned.
• Provide childcare as requested by clients or staff in accordance with written policies.
• Provide client accompaniment to important appointments when requested.
• Assist with the admission and discharge of clients. This may include providing childcare, assisting with client belongings when facility staff is unavailable, and completing other tasks assigned by management.
• Complete discharge paperwork, including discharge checklists and all related discharge procedures.
• Maintain regular communication with supervisors regarding incidents, client concerns, emergencies, schedule changes, lateness, absences, and operational needs.
• Demonstrate professionalism, accountability, teamwork, flexibility, and a willingness to support program operations as needed.
• Comply with funder, agency, and regulatory health and safety requirements by obtaining and maintaining required certifications as indicated by shelter leadership.

Qualifications/Certification Requirements:

• High School Diploma/GED and two years of relevant experience.
• Basic computer skills required.
• Strong interpersonal, communication, conflict resolution, and customer service skills.
• Ability to communicate effectively and professionally through phone, text messaging, email, and in-person interactions.
• Ability to work effectively both independently and as part of a team in a fast-paced environment.
• Ability to engage with diverse populations using a trauma-informed, client-centered, and anti-oppressive approach.
• Ability to maintain confidentiality, exercise sound judgment, and handle sensitive information appropriately.
• Ability to maintain regular communication with supervisors regarding incidents, client concerns, and operational needs.
• Experience working with survivors of domestic violence, homeless populations, crisis intervention, or human services programs is preferred.

Certification Requirements:

Candidates must have or obtain the following certifications within three (3) months of employment:

Emergency Shelters

• F07 Fire and Emergency Drill Conductor
• S95 Supervision of Fire Alarm Systems

Transitional Shelters

• F80 Coordinator of Fire Safety and Alarm Systems in Homeless Shelters
• F02 Fire Guard Certification
• Pediatric CPR/First Aid Certification
• Security Guard License

If hired, I agree to abide by all of Safe Horizon’s rules and regulations, and understand that, if employed, my employment may be terminated with or without cause, and with or without notice, at any time, at the option of either the company or me. I further understand that no representation, whether oral or written by any representative or agent of the organization, at any time, constitutes a contract of employment. AmeriCorps, Peace Corps and other national service alumni are encouraged to apply.


Technology Statement:

Applicants may be responsible for providing the equipment and tools they need to work remotely as required, such as access to a computer, internet service, and phone service. Safe Horizon will discuss potential solutions with candidates and may assist where needed and agreed to in advance.

Please follow this link to view complete EEO Law and complaint filing information: 

Salary Pay Range: 22.81 - 23.96 Hourly

Full-time Hours: 35 Hours per week

Full-time Benefits: Vacation Time, Paid Sick Time, Holidays, Medical, Dental, Vision, 403(b) Retirement Plan, Company Life Insurance, Medical/Dependent Care Flexible Spending Accounts, Tuition Assistance Program, Commuter Benefits Program, Gym Reimbursement, Parental Leave, Employee Learning Center