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

The People Concern•Los Angeles, CA

1d•Onsite

About The Position

The Senior Support Specialist plays a key leadership role in supporting daily operations of the Inside Safe People Interim Housing programs. The position 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 role strengthens frontline leadership, promotes professional development, and supports continuity of program operations across assigned shifts. The position is full-time, non-exempt, and non-management, based onsite at the Dusk Hotel in Los Angeles. The schedule is Sunday through Thursday, 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, including 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.
Ability to take initiative toward continued professional development.

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, escalating 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 operational resources.
Respond to clients’ immediate needs and concerns and connect them 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 communal areas, patios, bathrooms, dorms, and showers; uphold program guidelines; and help maintain a safe, well-kept site, including general cleaning duties.
Remain visible on the floor, actively engage with clients, and welcome them.
Conduct regular, thorough facility walk-throughs.
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 comply with agency, state, and HIPAA laws.
Perform other duties as assigned.