Job Description
Job DescriptionDescription:
JOB TITLE: Client Support Specialist
REPORTS TO: Program Manager
STATUS: Non-Exempt/Full-time
SUMMARY OF POSITION
Under the direction of the Program Manager, the Client Support Specialist serves as a primary point of contact for guests, ensuring a safe, welcoming, and structured environment. This position supports the delivery of internal and external services, assists guests with intake and program engagement, and helps maintain the efficient and secure operation of the shelter facility.
ESSENTIAL FUNCTIONS
- Serve as the initial point of contact for new guests and re-entries.
- Assist Guests with enrollment, renewal, and redetermination for public benefits including Montana Medicaid/Medicare and SNAP (Supplemental Nutrition Assistance Program), CSS does not determine eligibility, make benefit determinations, or provide legal advice.
- Support Guests in completing housing applications, including emergency shelter transitions, transitional housing applications, permanent supportive housing, and other housing resources as available.
- Welcome guests, provide facility tours, and introduce them to staff and programs.
- Complete full intake, initial needs assessments, and required documentation.
- Explain MRM programs, expectations, schedules, rules, and policies.
- Coordinate with Education and Program staff to enroll guests in appropriate services and classes.
- Assist guests with benefits applications, referrals, and obtaining required documentation (e.g., ID, birth certificate, Social Security card).
- Support guests in accessing healthcare services, including scheduling appointments, tracking follow-ups, and arranging transportation when necessary.
- Participate in goal plan reviews and monitor guest progress.
- Address guest concerns, behavioral issues, and escalations in collaboration with the Program Manager.
- De-escalate crises and intervene in interpersonal conflicts using trauma-informed practices.
- Maintain accurate and timely records in the client management system.
- Assist with guest celebrations and special events as directed.
- Provide transportation for guests when authorized, properly licensed, and in compliance with MRM vehicle use and insurance policies. (subject to licensure and policy).
- Respond appropriately to emergencies (fire, accidents, facility issues).
- Support Direct Care Staff with rule compliance, sleeping assignments, and screening procedures.
- Provide spiritual guidance, prayer, and faith-based support when requested.
- Participate actively in staff meetings and team collaboration.
- Perform other duties as assigned.
Requirements:
SKILLS AND QUALIFICATIONS
- Committed Christian with a heart for ministry serving individuals experiencing homelessness, addiction recovery, and mental illness.
- Ability to model the teachings of Jesus Christ with compassion, discernment, and professionalism.
- Strong interpersonal, communication, and conflict-resolution skills.
- Ability to remain calm and think clearly in crisis or high-stress situations.
- Ability to multitask, follow instructions, and work collaboratively.
- Working knowledge of security protocols and facility safety practices.
- Proficient with basic computer systems and Microsoft Office applications.
- Excellent customer service skills and respect for individual dignity.
- Ability to contact and coordinate with emergency services as needed.
- CPR/First Aid certification preferred.
- Experience in human services, nonprofit, or ministry settings preferred.
- Knowledge of substance use disorders and mental illness is beneficial.
WORK CONDITIONS / PHYSICAL REQUIREMENTS
- Ability to climb stairs multiple times per shift.
- Ability to lift up to 50 lbs.
- Work environment may include strong odors and regular interaction with individuals experiencing intoxication, addiction, mental illness, or homelessness.
EDUCATION & EXPERIENCE
- Bachelor’s degree or equivalent experience preferred.
- Previous ministry experiences preferred.
- Nonprofit and/or social service experience preferred.