Client Support Staff

Location: Decatur, IL | Reports to: Shelter Operations Manager | FLSA: Non-Exempt, Hourly | Pay Grade: 202 | Pay Rate: $16.30 – $17.00 per hour

About the role

Provide direct support and supervision for clients in a residential or shelter setting by maintaining a safe, secure, and welcoming environment. Conduct client intake, eligibility assessments, program orientations, and maintain accurate documentation in HMIS and other required records. Enforce program policies, de-escalate conflicts, coordinate crisis response and community referrals, assist with meal service, and ensure facility cleanliness and safety while collaborating with staff to support daily operations and client success.

Responsibilities

• Provide a safe and secure environment for clients, including contacting emergency responders or crisis intervention personnel as needed.
• Provide clients with referrals and information on community programs as needed.
• Enforce program guidelines, policies, and procedures.
• De-escalate situations and provide conflict resolution techniques as needed.
• Determine client eligibility.
• Conduct initial intake and program orientation for new clients.
• Record data into the HMIS system.
• Maintain daily log, forms, and paperwork as required.
• Prepare and serve meals to clients as program dictates.
• Ensure the facility is clean and sanitary at the end of a shift.
• In coordination with the security company, monitor the perimeter of the facility to ensure a safe and clean environment.
• Remain on duty if there is a problem with the relieving shift until another staff member arrives.
• Attend staff meetings as scheduled.

Requirements

Education:

• High School Diploma or equivalent (significant experience may be considered in lieu).
• Associate’s degree in human services, Social Work, Psychology, Criminal Justice, or a related field preferred.

Experience:

• One to three years of experience working in a shelter, residential program, behavioral health, social services, crisis intervention, customer service, or a related human services environment preferred.
• Experience conducting client intakes, assessments, and maintaining confidential client records.
• Knowledge of trauma-informed care, de-escalation techniques, conflict resolution, and crisis response procedures.
• Experience working with vulnerable populations, including individuals experiencing homelessness, mental health challenges, substance use disorders, or housing instability preferred.
• Basic computer proficiency, including experience with case management databases (HMIS experience preferred) and Microsoft Office applications.
• Ability to work independently, exercise sound judgment in emergencies, and maintain professional boundaries in a fast-paced environment.

Skills

• Excellent written and verbal communication skills, including experience or capacity to demonstrate positive interpersonal skills and work as a cooperative team member.
• Close attention to detail and a high level of confidentiality.
• Ability to multi-task several projects concurrently.
• Interest and ability to work with people of diverse racial, ethnic, and socio-economic backgrounds in a sensitive and culturally appropriate manner.
• Ability to implement policies and procedures.
• Proficiency in computer software applications, including demonstrated experience using email and MS Office applications.

Physical Demands & Work Environment

This position may be required to do light to moderate physical work, sometimes heavier. The employee is regularly required to use standard office equipment including a PC and potentially make public presentations/interactions. The work environment includes a local shelter and administrative office with a moderate noise level. This individual must be able to travel to meet the needs of the position; a valid MVR is required.

Reporting Relationships

This position reports to the Shelter Operations Manager. In the context of this position’s duties, the individual will interact with a wide range of contacts both internal and external, acting as a representative of