Support Services Specialist

Position Title: Support Services Specialist

Position Summary

The Support Services Specialist provides comprehensive, client-centered support by coordinating housing services, delivering case management, and ensuring accurate documentation and compliance. This role is responsible for promoting stability, independence, and overall well-being through consistent client engagement, resource navigation, and collaboration with internal teams and community partners.

Essential Duties and Responsibilities

Housing Support & Program Coordination

• Maintain accurate and timely client updates in Pando Tracker and other internal systems
• Enter and manage all required client data in HMIS, including program entry and assessments
• Conduct routine HMIS status reviews to ensure compliance with data quality standards
• Contact referrals, schedule intake appointments, and facilitate timely program enrollment
• Attend Continuum of Care (CoC) meetings, HMIS User Group meetings, and case conferences
• Provide coverage for program operations, including Thursday events, pantry services, and laundry supervision as needed
• Submit monthly success stories and complete required program reporting

Care Coordination & Client Engagement

• Participate in team meetings and contribute to program planning and client assessments
• Provide life skills coaching, emotional regulation support, and intensive case management services
• Assist clients in accessing housing resources, community services, and daily living supports
• Build and maintain professional, supportive relationships with clients, caregivers, and community partners
• Transport clients as needed in accordance with agency policies
• Support individuals at various stages of change, including those experiencing co-occurring mental health and substance use challenges

Documentation & Compliance

• Document all client interactions and services in ETO and HMIS in accordance with agency and regulatory standards
• Maintain accurate, complete, and up-to-date client records
• Complete administrative tasks including timecards, PTO requests, mileage logs, and required documentation in a timely manner
• Ensure compliance with all agency policies, funding requirements, and confidentiality standards

Core Competencies

• Strong organizational and time management skills
• Ability to manage multiple priorities and maintain an active caseload
• Effective written and verbal communication skills
• Knowledge of housing systems, HMIS, and community-based resources
• Trauma-informed and client-centered approach to service delivery
• Ability to maintain confidentiality and professional boundaries

Qualifications

• Bachelor’s Degree in Social Work, Human Services, or a related field preferred
• Relevant experience in case management, housing services, or social services preferred
• Valid Indiana Driver’s License required

Working Conditions

• Ability to work a flexible schedule to meet program needs, including evenings and weekends
• Regular travel within the community to support client needs and program operations
• Ability to transport clients in a safe and professional manner

Physical Requirements

• Ability to sit, stand, and walk for extended periods
• Ability to lift up to 25 pounds as needed
• Ability to operate a motor vehicle