Lead Support Specialist-Front Desk Associate, Housing

rseden•Minneapolis, MN

1d•Hybrid

About The Position

At RS EDEN, our mission is to create thriving, just communities where healing occurs, and new beginnings are possible. Our values are Compassion, Innovation, Community, Hope, Respect and Inclusion, Accountability and Integrity, and Safety. The Lead Support Specialist functions as an operational lead and secondary point of contact for front desk and support coverage. This role balances direct desk responsibilities with floating support duties, onboarding assistance, scheduling coordination, and quality assurance across desks. The Lead Support Specialist supports consistency, coverage, and communication while maintaining a safe, professional, and resident-centered environment.

Requirements

High School Diploma/GED
One year free of problematic substance use
Clear and professional communication skills, including both oral and written
Ability to relate to people from diverse backgrounds with multiple individual and systemic barriers to success
Leadership skills and the capability of working alone with very little supervision
Ability to act as a positive and supportive presence for program client with a highly professional approach and a commitment to person-centered care
Successfully undergo and pass a criminal history background check, and driver record screen (DMV check).

Nice To Haves

Reliable vehicle to transport across sites during floating shifts
BA/BS degree in human services or related field preferred
Experience with substance use treatment, criminal justice, or related field preferred

Responsibilities

Actively monitors site activities.
Assures that program participants follow all program rules and regulations.
Enforces safety and security of the building at all times.
Completes administrative duties, including answering phone calls, responding to emails, assisting in completing maintenance request forms, scheduling meetings with staff, accepting and distributing mail, and other necessary tasks.
Maintains security, safety, and sanitation of the facility in accordance with policy and any ordinances/laws pertaining to the facility. This includes conducting rounds of the facility on a regular basis.
Explains program rules and building policies to participants and visitors.
Exercises responsible communication with participants and staff including maintaining a daily log, completing incident reports, maintaining client confidentiality, and any other designated record keeping.
Responds to emergencies in the building and contacts emergency services as needed.
Maintains ethical practices and professional boundaries in relationships with participants, staff, outside individuals, and community agencies.
Provides participants with guidance and support on an informal basis as needed.
Serves as a liaison between participants and Case Managers, while serving as the ongoing contact to the participants.
Participates in staff meetings, in-service training, outside training events, and additional training as deemed necessary to maintain personal growth and development, as well as professional competence.
Provides internal and external resources to participants and visitors as requested
Assist with creating, maintaining, and adjusting desk schedules
Support coverage planning for vacancies, call-outs, and time-off requests
Communicate schedule updates to staff as directed
Support onboarding of new staff, including desk processes and expectations
Assist with hands-on training and shadowing
Serve as a resource for questions related to desk operations and procedures
Conduct routine audits of desk operations, including: Accuracy of desk rosters, Trespass forms and documentation, Supply inventory and ordering needs
Work alongside staff to observe workflows and identify process improvements
Provide real-time coaching and support as needed
Provide desk coverage for 1:1 supervision meetings and team meetings to ensure continuity of front desk operations
Attend meetings as assigned (such as Safety Meetings) to provide front desk input and serve as a representative of front desk staff
Communicate relevant takeaways, updates, and action items back to desk staff as appropriate
Assist staff with incident report completion and submission
Support review, tracking, and follow-up as directed by leadership
Help ensure consistency, timeliness, and quality of documentation
Assist with special projects as assigned, which may include: Supporting interview processes, Lobby organization or decorating, Process improvement initiatives, Other time-limited operational or administrative projects
Works closely with Connection Center supervisor to support daily operations
Serves as a peer leader and resource to desk staff
Does not replace supervisory authority but provides functional leadership and support
Other duties may be assigned as program needs evolve.