Senior Client Care Specialist

SUMMARY:

The Senior Client Care Specialist serves as a senior ambassador of the client experience. This position provides clients with supportive assistance to maintain a safe, welcoming and clean environment and oversees/conducts scheduled/assigned dorm/room checks. Leads the oversight of assigned Client Care Specialists and implements improvements or changes to the client experience. Responsible for the monitoring and documenting of all pertinent activities, including, but not limited to, center rules, behavior, incident and accident reports of the assigned Client Care teams. De-escalate, mediate and resolve disputes, preventing and reducing tension in the facility.

DUTIES AND RESPONSIBILITIES:

• Commitment to the mission, vision, values and guiding principles of Chapman Partnership in empowering our clients to overcome homelessness, and achieve and maintain long-term self-sufficiency.
• Create an environment where clients can feel welcomed, comfortable and supported.
• Oversee the monitoring of specific, assigned dorms; for policy adherence; client needs, room/bed assignments, laundry, bed count, hours allowed and random sweeps of personal belongings.
• Monitor common areas for center operational effectiveness. Assign daily zones for Client Care Specialists.
• Meet with Client Care team to assess priorities and assign tasks via daily huddles and weekly meetings. Monitor for coverage and report scheduling issues to Client Care Supervisors.
• Maintain Client Care centers of excellence; fostering continuous improvement in the areas of monitoring, assisting and reporting.
• Encourage cooperation as a way of promoting standards of cleanliness, safety and accountability.
• Assist clients with immediate needs and requests. Provide guidance on proper procedures.
• Ensure adequate living standards are met and coordinate needs to meet them, as applicable.
• Act as a liaison, cross-functionally with internal support teams, including security vendor/law enforcement/emergency personnel for safety issues, facility/maintenance needs, and policy adherence.
• Serve as back-up to Client Care Supervisor as needed.
• When applicable, identify, document and report clients’ current or potential behavioral issues. Complete incident, accident, and behavior reports and distribute them as per established protocol.
• Oversee the assistance of client’s transportation needs; to and from medical and mental health appointments, move-outs and/or other applicable activities as instructed by management or per established protocols.
• Assist with transportation needs for staff as instructed by management or per established protocols.
• Inspect vehicles for proper working conditions prior to travel and report maintenance needs, as necessary.
• Ensure all ancillary services, i.e. client mail, basic need supplies and clothing distribution, are timely provided, as per established protocols.
• Ensure compliance with local, state, and federal laws.
• Performs other duties as assigned.

QUALIFICATIONS:

• G.E.D or High School Diploma or equivalent experience.
• At least one (1) year of experience working with the homeless population or in residential living, or behavioral health facilities.
• Must have and maintain a Florida State Driver’s License with “safe driver” classification.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of Chapman Partnership policies and procedures.
• Overall understanding of challenges affecting our clients.
• Excellent conflict resolution skills.
• Excellent customer service skills.
• Experience working with vulnerable populations.
• Ability to be professional, flexible, respectful, and calm.
• Ability to work well with others.
• Ability to lead by example.
• Exceptional verbal and written communication skills.
• Computer Literate.
• Bilingual in English and Spanish and/or English and Creole preferred.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Frequently required to stand.
• Frequently required to walk.
• Frequently required to sit.
• Frequently required to utilize hand and finger dexterity.
• Frequently required to, bend, stoop, or kneel.
• Continually required to talk or hear.
• Must be able to stay awake for a period of 12 hours.