Senior Support Specialist - Dusk Hotel (Sunday - Thursday, 7am-3:30pm)

The People Concern • Los Angeles, CA

2d • $23 - $25 • Onsite

About The Position

The Senior Support Specialist plays a key leadership role in supporting the daily operations of The People Concern’s Inside Safe People Interim Housing programs. The role provides direct client services while serving as a resource, mentor, and operational support to frontline Support Specialists. Working closely with Program Management, the Senior Support Specialist helps coordinate shift responsibilities, promote staff accountability, support crisis intervention, and ensure program policies and procedures are consistently implemented. The position strengthens frontline leadership, promotes professional development, and supports continuity of operations across assigned shifts.

The position is based at the Dusk Hotel in Los Angeles and is 100% onsite. It is full-time, non-exempt, and non-management, with a Sunday–Thursday schedule from 7:00 a.m. to 3:30 p.m. The Senior Support Specialist reports to the Program Manager.

Requirements

• High school diploma or GED.
• At least one year of experience in related work.
• Effective customer service skills and ability to handle difficult situations.
• Ability to work independently and think critically.
• Ability to act professionally regardless of circumstances.
• Commitment to improving the community through empowerment and dignity.
• Familiarity with non-violent crisis intervention.
• Familiarity with issues faced by the population served.
• Ability to self-motivate and appropriately organize and motivate others.
• Computer literacy and ability to use a computerized database system for information management.
• Ability to work as a team member.
• Ability to obtain and maintain Food Handlers, CPR, and First Aid certifications.
• Initiative toward continued professional development.
• Ability to bend, reach, stoop, and lift or move supplies and materials weighing up to 25 pounds, with or without reasonable accommodation.
• Ability to walk, stand, and move throughout the facility for extended periods.

Nice To Haves

• Ability to communicate in a language other than English is strongly preferred.

Responsibilities

• Identify operational challenges, staff support needs, and improvement opportunities, and communicate recommendations to Program Management.
• Coach, mentor, and provide constructive feedback to Support Specialists; escalate performance concerns to Program Management as appropriate.
• Help coordinate daily shift assignments, delegate responsibilities, and monitor task completion.
• Help facilitate shift huddles, communicate priorities, and support effective transitions between shifts.
• Support onboarding and training of newly hired Support Specialists, including orientation to program procedures, client engagement expectations, and daily responsibilities.
• Assist with maintaining program supplies, inventories, and other assigned operational resources.
• Provide direct client support by responding to immediate needs, addressing concerns, and connecting clients with appropriate program resources.
• Review shift logs, incident reports, and other operational documentation for completeness, accuracy, and timely submission.
• Maintain accurate records and assist with data tracking, reporting, and administrative assignments as directed by Program Management.
• Help implement new operational procedures and communicate changes to frontline staff.
• Act as the first point of contact for immediate client needs and requests, such as phone use, linens, and water.
• Monitor and oversee facility areas, including communal spaces, patios, bathrooms, dorms, and showers; uphold program guidelines and help keep the site safe and well-maintained, including general cleaning duties.
• Remain visible on the floor and actively engage with and welcome clients.
• Conduct regular, thorough facility walkthroughs.
• Create a supportive environment that helps clients progress toward stability.
• Attend relevant staff meetings, trainings, and retreats as scheduled.
• Oversee client cubicle and bed-area maintenance in a trauma-informed manner.
• Facilitate client engagement activities, such as groups or other activities.
• Maintain client confidentiality and follow agency, state, and HIPAA requirements.
• Perform other duties as assigned.

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• 403(b) retirement plan with matching
• Paid holidays
• Paid vacation days
• Paid sick days
• Employee Assistance Program (EAP)
• TELUS Health
• Flexible Spending Account (FSA)
• Basic life insurance and Accidental Death & Dismemberment (AD&D)
• Voluntary short- and long-term disability
• Voluntary pet insurance
• Corporate discounts on hotels, theme parks, concerts, movies, restaurants, and more
• The People Concern University and certificates

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED