Support Specialist, The Layover (Saturday-Wednesday, 3pm-11:30pm)

Location: The Layover, 9250 Airport Boulevard, Los Angeles, CA 90045

Schedule: Saturday–Wednesday, 3 pm–11:30 pm | Full-Time, Non-Exempt (Hourly), Non-Management

About the role

A Support Specialist acts as the first point-of-contact for all immediate client needs and requests such as phone use, linens, water, laundry schedule, etc. The role is vital to the success and support of clients and the shelter itself, providing trauma-informed care and assistance to individuals experiencing homelessness, mental illness, and substance addiction.

Responsibilities

• Act as the first point-of-contact for all immediate client needs and requests (phone use, linens, water, etc.)
• Monitor and oversee communal areas, patios, bathrooms, dorms, and showers to ensure program guidelines are upheld and the site is well-maintained and safe, including general cleaning duties
• Be visible on the floor at all times and actively engage and welcome clients
• Conduct regular, thorough walk-throughs of the facility
• Create a supportive environment to ensure client progress towards stability
• Attend relevant staff meetings, trainings, and retreats as scheduled
• Oversee client cubicle/bed area maintenance in a trauma-informed manner
• Facilitate client engagement activities, such as groups or other activities
• Complete incident reports, update shift logs, and document in HMIS as needed; email relevant documents/updates before the end of each shift
• Participate in shift exchange before and after each shift, including posting a shift report to the team at the end of each shift
• Develop effective, trusting relationships with clients using a client-centered approach that includes motivational interviewing, harm reduction, and trauma-informed care
• Intervene during crises to actively de-escalate situations, prioritizing client and staff safety using non-violent communication skills
• Work as part of a team to provide comprehensive, integrated care
• Communicate effectively and in a timely manner with management, peers, and clients
• Check and respond to email and Teams correspondence in a timely manner
• Maintain client confidentiality at all times, following agency, state, and HIPAA laws
• Keep the program refrigerator organized, store food and snacks appropriately upon delivery, serve meals and snacks, sort and organize donations, and track and report inventory needs
• Perform general cleaning duties, including wiping tables and desk areas, cleaning staff and client refrigerators, restocking items
• Other duties as assigned

Requirements

• High School Diploma or GED (or equivalent)
• Effective customer service skills and the ability to handle difficult situations
• Ability to work independently and think critically
• Ability to act in a professional manner 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 literate; able to use computerized database systems for information management
• Ability to work as a team member
• Able to obtain and maintain Food Handlers, CPR, and First Aid certification
• Demonstrated ability to take initiative toward continued professional development

Preferred Qualifications

• Minimum one (1) year of experience in related work

Work Environment

• Office environment with occasional field activities with participants and staff
• Regularly required to sit, stand, bend, and occasionally lift or carry up to 35 pounds
• May be exposed to elements like cold, heat, dust, noise, and odor
• May need to bend, stoop, twist, and sit throughout the day

Benefits

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Retirement Planning (403b) & Matching
• Paid Holidays
• Paid Vacation Days
• Paid Sick Days
• Employee Assistance Plans (EAP)
• TELUS Health Flexible Spending Account (FSA)
• Basic Life / Accidental Death & Dismemberment (AD&D)
• Voluntary Short- and Long-Term Disability
• Voluntary Pet Insurance
• Corporate Discounts: Discounts on hotels, theme parks, concerts, movies, restaurants, and more
• The People Concern University & Certificates

About The People Concern

The People Concern empowers the most vulnerable among us to rebuild their lives. Formed in 2016 through a merger of OPCC and Lamp Community, The People Concern is one of Los Angeles County’s largest social services agencies. Informed by over fifty-eight years of community work, it is a leading provider of evidence-based solutions to the challenges of homelessness and domestic violence. The organization provides a fully integrated system of care, including outreach, interim housing, mental and medical health care, substance abuse services, domestic violence services, life skills and wellness programs, and permanent supportive housing. The People Concern’s model tailors care to the unique needs of homeless individuals, survivors of domestic violence, challenged youth, and others who have nowhere else to turn, empowering participants to navigate obstacles, become their best selves, and contribute to their communities.