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Family Support Specialist
2 months ago
The Family Support Specialist serves as a key point of contact for clients in transitional housing, ensuring their comfort, safety, and adherence to site rules. This role combines customer service, advocacy, and communication to support clients' needs, provide information, and facilitate a smooth transition to permanent housing.
Key Responsibilities
Client Services and Support:
- Welcoming and Orientation: Greet new families, conduct intakes and initial assessments in order to provide families with an overview of shelter rules and regulations.
- Client Interaction: Address client inquiries professionally, offer empathy, and direct them to appropriate services.
- Advocacy and Assistance: Collaborate with social services to identify appropriate referrals, conduct wellness checks and assist high-risk families. Escort clients to appointments and housing interviews, providing support as needed.
Facility Management:
- Facility Knowledge: Acquire and maintain understanding of building features, opening/closing times, and location of services. Resolve potential issues or conflicts with clients.
- Walk-throughs and Engagement: Regularly walk the facility, engaging clients in a supportive manner, and conducting wellness checks and regular unit inspections when directed by program staff. Report findings to the appropriate staff.
- Setup and Maintenance: Set up units/rooms for new intakes, providing necessary items such as linen, utensils, and cleaning supplies. Process client information, manage bed assignments, and maintain daily census records.
Documentation and Reporting:
- Record Keeping: Use the CARES database to complete intakes, discharges, census, and other reports. Maintain accurate client records and documentation in compliance with organizational standards.
- Client Property Management: Secure clients' personal property, maintain an inventory, and manage the packing up of property post-discharge.
Professional Conduct:
- Professionalism and Credibility: Represent Win with integrity and professionalism both internally and externally. Ensure client accountability through nightly roster sign-offs and bed checks.
- Team Collaboration: Attend program and agency meetings, house meetings, case conferences, and training sessions as required. Participate actively in team meetings and professional development activities.
- Safety and Emergency Response: Provide CPR/First aid and Narcan if needed. Operate fire extinguishers and navigate stairs in buildings up to 8 stories.
Essential Functions
- Communication: Maintain professional communication with clients at all times.
- Physical Requirements: Ascend/descend stairs, lift and use a fire extinguisher, and handle emergency response situations.
Qualifications
- Education: High School diploma or equivalent required.
- Experience: Previous experience in social services, supportive housing, or emergency shelter settings preferred.
- Skills: Strong interpersonal and organizational skills, proficiency in computer use for documentation, and the ability to work effectively under pressure.
- Flexibility: Ability to work nights, weekends, and holidays as scheduled. Willingness to remain at the facility beyond regular hours if needed.
- Languages: Bilingual proficiency in English and Spanish is preferred.
Core Competencies
- Leadership: Demonstrates professionalism, adheres to organizational policies, and serves as a role model.
- Facilitating Change: Delivers high-quality results, seeks continuous improvement, and participates in professional development.
- Managing Performance: Interacts respectfully with clients and colleagues, and demonstrates empathy.
- Applying and Developing Expertise: Applies technical knowledge to solve problems and achieves goals collaboratively.
- Communicating and Collaborating: Understands and embodies Win’s values, maintains open communication with supervisors, and values diversity and inclusion.
Win is an equal opportunity employer. We actively seek a diverse applicant pool and provide equal opportunities for all employees and applicants, without regard to race, religion, age, gender, sexual orientation, disability, or other protected categories under federal, state, and local law.
At Win, our Transitional Housing team is dedicated to using Trauma-Informed Care principles and innovative programs to meet the complex needs of our families and improve their quality of life. We seek individuals who are passionate about serving underserved communities and committed to embodying Win’s values.
