Support Specialist - The Layover (Saturday-Tuesday, 4pm-11:30pm)

The People Concern; Los Angeles (CA); On-site; USD 25,000 - 39,000; Part time

Benefits offered by this job

Medical

Dental

Vision

403b Retirement Planning

Employee Assistance Program (EAP)

Job summary

The People Concern is seeking a dedicated Support Specialist for our Interim Housing program at The Layover in Los Angeles. This role serves as the initial point of contact for clients, handling needs such as phone access, linens, hydration, and laundry while upholding trauma-informed care standards.

Responsibilities include floor monitoring, safety assurance, client engagement, routine walkthroughs, and coordinating with staff to support client stability.

Qualifications

• High school diploma or equivalent required.
• Ability to work independently and follow directions.
• Excellent customer service skills and ability to handle difficult situations.
• Familiarity with trauma-informed care principles and confidentiality requirements.

Responsibilities

• Serve as the first point of contact for clients’ immediate needs (phones, linens, water, laundry).
• Monitor floor areas and maintain a clean, safe environment in accordance with program guidelines.
• Engage with clients respectfully and supportively; assist with documentation and reporting.
• Participate in shift exchanges, logs, and HMIS entries as needed.
• Collaborate with staff to provide integrated care for individuals experiencing homelessness and related challenges.

Education

High School Diploma or GED or Equivalent

Job description

Role: Support Specialist

Reports to: Program Manager

Department: Interim Housing

Program: 2301-Project HomeKey

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

Schedule: Saturday-Tuesday, 4pm-11:30pm

Status: Part-Time, Non-Exempt (Hourly), Non-Management

Benefits: Medical, Dental, Vision, Retirement Planning (403b), Employee Assistant Program (EAP), etc.

Openings: 1

Summary

A support specialist will act as the first point-of-contact for all immediate client needs and requests such as phone use, linens, water, laundry schedule, etc. They will respond to clients’ needs (in a trauma informed care scope) and assist with other tasks given to support the shelter and other staff members. A support specialist’s role is vital to the success and support of the client’s and the shelter itself.

Essential Duties and Responsibilities:

• 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
• Complete incident reports, update shift logs, and document in HMIS, as needed and email relevant documents/updates before the end of each shift
• Participate in shift exchange before and after each shift, includes posting a shift report to the team at the end of each shift.
• Develop effective, trusting relationships with clients and use a client-centered approach that includes motivational interviewing, harm reduction, and trauma-informed care
• Intervene during crises to actively de-escalate situations, with client and staff safety in mind, using non-violent communications skills
• Work as part of a team to provide comprehensive, integrated care to individuals experiencing homelessness, mental illness, and substance addiction
• 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, while following agency, state, and HIPAA laws
• Keep program refrigerator organized, store food and snacks appropriately upon delivery, serve meals and snacks, sort and organize donations, keep track of and report inventory needs.
• General Cleaning Duties including wiping tables and desk areas, cleaning out staff and client refrigerator, restocking items.
• Other duties as assigned

Qualifications:

• High School Diploma or GED or Equivalent
• 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

Preferred Qualifications

• Minimum one (1) year 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