Senior Support Specialist - Dusk Hotel (Tuesday - Saturday, 7am-3:30pm )

The People Concern; Los Angeles (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

The People Concern is seeking a Senior Support Specialist to lead daily operations within the Inside Safe People Interim Housing program on a 100% onsite schedule at Dusk Hotel, Los Angeles. You will mentor frontline staff, coordinate shifts, and ensure program procedures are consistently followed to support client stability.

You will provide direct client assistance, facilitate staff meetings, and monitor safety and cleanliness of the facility while maintaining confidentiality and

Qualifications

• High school diploma or GED required.
• At least 1 year in related work.
• Strong customer service skills and ability to handle difficult situations.
• Ability to work independently and think critically.
• Professional conduct under pressure.
• Commitment to empowering community members with dignity.
• Familiarity with crisis intervention.
• Ability to work as part of a team.
• Computer literacy and basic data management skills.
• Willingness to obtain food handling, CPR and First Aid certifications.

Responsibilities

• Lead and mentor Support Specialists; provide coaching and feedback.
• Coordinate daily shift assignments and task completion.
• Facilitate shift huddles and ensure smooth transitions between shifts.
• Onboard and train new staff on procedures and expectations.
• Maintain supplies and operational resources for the program.
• Provide direct client support and link to program resources.
• Review logs and reports for accuracy and timely submission.
• Maintain client confidentiality per HIPAA and policies.
• Support floor oversight and ensure a clean, safe environment.
• Engage clients and promote a trauma-informed atmosphere.

Skills

Customer service

Critical thinking

Independent work

Professionalism

Self-motivation

Team player

Computer literacy

CPR/First Aid certification

Education

High school diploma or GED

Tools

Database software

Job description

Role: Senior Support Specialist

Reports to: Program Manager

Program: 1009-Other Interim Housing

Department: Interim Housing

Location: Dusk Hotel - 7051 Sunset Blvd., Los Angeles, CA 90028

Setting: 100% Onsite

Schedule: Tuesday - Saturday, 7am-3:30pm

Status: Full-time/Non-Exempt/Non-Management

Benefits: Medical, Vision, Dental, Life Insurance, 403(b) Retirement plan Employee Assistance Program (EAP), etc.

Openings: 1

Summary

The Senior Support Specialist plays a key leadership role in supporting the daily operations of our Inside Safe People Interim Housing programs. This 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 assists with coordinating shift responsibilities, promoting staff accountability, supporting crisis intervention, and ensuring program policies and procedures are consistently implemented. This position is intended to strengthen frontline leadership, promote professional development, and ensure continuity of program operations across assigned shifts.

Essential Duties and Responsibilities:

• Identify operational challenges, staff support needs, and opportunities for improvement, and communicate recommendations to Program Management.
• Provide ongoing coaching, mentorship, and constructive feedback to Support Specialists, escalating performance concerns to Program Management as appropriate.
• Assist Program Management with coordinating daily shift assignments, delegating responsibilities, and monitoring completion of assigned tasks.
• Assist with facilitating shift huddles, communicating priorities, and ensuring effective transitions between shifts.
• Support the 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 as assigned.
• Provide direct support to clients by responding to immediate needs, addressing concerns, and connecting individuals 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.
• Assist with implementing new operational procedures and communicating changes to frontline staff.
• Act as the first point-of-contact for all immediate client needs and requests such as phone use, linens, water, etc.
• Monitor and oversee the floor including communal areas, patios, bathrooms, dorms and showers, ensuring program guidelines are upheld and that the physical 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 a client engagement activities, such as groups or other activities
• Maintain client confidentiality at all times, while following agency, state, and HIPAA laws
• Other duties as assigned

Qualifications:

• Minimum high school diploma/GED
• Minimum one (1) year experience in related work
• Possess 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 population served
  
• Ability to self-motivate and to appropriately organize and motivate others
  
• Computer literate; able to use computerized database system for information management
• Ability to work as a team member
  
• Able to obtain and maintain Food Handlers, CPR and First Aid certification
  
• Demonstrate an ability to take initiative towards continued professional development

Preferr ed Qualifications:

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

Work Environment:

• May occasionally be required to bend, reach, stoop, and lift or move supplies and materials weighing up to 25 pounds, with or without reasonable accommodation.
• Must be able to walk, stand, and move throughout the facility for extended periods to conduct walkthroughs, monitor program operations, and provide direct client support.
• May be exposed to individuals experiencing emotional distress, active substance use, or other circumstances requiring crisis intervention and de-escalation.
• May involve exposure to varying temperatures, outdoor weather conditions, noise, and other environmental factors associated with a congregate residential setting.