Lead Support Specialist, Reentry Support Services
About The Position
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. RS EDEN promotes recovery and resilience in our clients as they build new beginnings through these person-centered programs, including residential and outpatient substance abuse treatment for men, women, and women with children; reentry halfway houses and community supervision for men and women; and supportive housing and housing stability services programs. Our team provides creative solutions that support individual and community safety as well as holistic wellness and recovery.
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
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
Benefits
- Health, Dental, and Vision.
- Life and Long-Term disability insurance.
- Retirement plan with company contribution
- Generous paid time off
- 12 annual holidays
- Tuition Reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
