Client Support Specialist

Job Summary

The Client Services Specialist provides person-centered, trauma-informed, and low-barrier case management support to single adult residents (ages 25 and older) experiencing homelessness at KLEO's ELEVATION House. Grounded in evidence-based practices including Housing First, Harm Reduction, and Trauma-Informed Care, this role focuses on reducing housing barriers, achieving stabilization, accelerating permanent housing placement, and connecting residents to vital community and public benefit resources. The Specialist conducts comprehensive adult intakes, co-creates client-led housing stability plans, facilitates life-skills workshops, and maintains complete documentation aligned with grant funding, Medicaid billing, and DFSS compliance.

Compensation & Incentive Structure

Base Pay Rate: $20.00/Hourly

Position Status: Full-Time / Non-Exempt

Performance Incentive Opportunity: In addition to the base hourly rate, this position is eligible to participate in the agency’s Medical Billing Incentive Program. Specialists can earn additional performance-based incentives for successful, compliant medical and Medicaid billing submissions. This program offers an additional earning potential of up to $20.00 per hour above the base wage, depending on billing volume and approval metrics.

Key Responsibilities

Resident Engagement, Intake & Housing Stability Planning

Welcome adult residents entering through the DFSS Centralized Shelter Intake system into a safe, low-barrier, 24/7 shelter environment.

Conduct comprehensive intake and biopsychosocial assessments within 24 hours of entry to identify immediate physical health, behavioral health, legal, and stabilization needs.

Collaborate with residents to develop an Individualized Housing Stability Plan (IHSP) focused on permanent housing search, income growth, benefit acquisition, and independent living goals using SMART frameworks.

Complete Coordinated Entry System (CES) housing assessments and actively match residents to Rapid Re-Housing (RRH), Permanent Supportive Housing (PSH), CHA voucher opportunities, or private market tenancies.

Build trust and provide continuous engagement with adults facing complex chronic homelessness barriers utilizing motivational interviewing and harm reduction strategies.

Supportive Services, Benefit Acquisition & Community Referrals

Facilitate and support adult-focused shelter programming, including tenancy readiness workshops, financial literacy/budgeting sessions, digital literacy, and health/wellness seminars.

Assist residents in obtaining vital identification documents (State ID, Social Security card, birth certificate) and clearing background check barriers necessary for housing applications .

Connect residents to mainstream benefits (SNAP, SSI/SSDI via SOAR assistance, Medicaid, Veterans benefits), specialized medical/mental health providers, substance use recovery programs, and workforce development agencies .

Coordinate "warm handoffs" to community-based case managers, healthcare providers, and property managers upon exit, providing each resident with a comprehensive transition plan .

Collaborate with the Shelter Support Supervisor on daily bed count verification, resident welfare observations, and floor de-escalation needs.

Case Documentation, Funding & Compliance

Maintain accurate, timely, and complete progress notes, assessments, and housing milestone logs within HMIS and internal agency tracking platforms within 24 to 48 hours.

Ensure all data entry supports DFSS performance indicators, specifically tracking participant exits to permanent housing, earned/benefit income increases, and completed CES assessments.

Complete all required Medicaid-related service documentation to support agency billing processes and ensure compliance with Medicaid, managed care organizations (MCO), and agency requirements. Performance in this area directly drives eligibility for the employee medical billing incentive program.

Participate in shift handoffs, multi-disciplinary case conferences, and file audits to ensure data integrity and continuity of care across all shelter shifts.

Crisis Intervention & Advocacy

Respond to resident behavioral escalations utilizing de-escalation tactics, restorative communication, and trauma-informed crisis interventions.

Advocate for residents facing language, disability, systemic, or legal barriers within housing authorities, healthcare systems, and court networks.

Perform all other duties as assigned by leadership.

Qualifications

Education & Experience

Bachelor’s degree in Social Services, or a related behavioral science field preferred.

Minimum of 3 years of case management experience working with unhoused adults, individuals with chronic housing barriers, or behavioral health needs.

Lived experience or shared cultural background with the resident population is valued.

Skills & Competencies

Demonstrated proficiency in Housing First, Harm Reduction, Trauma-Informed Care, and Motivational Interviewing.

Working knowledge of the Chicago Coordinated Entry System (CES), public housing programs, and adult entitlement systems (SOAR, SSI/SSDI, Medicaid).

Strong documentation aptitude for Medicaid-funded behavioral health or supportive service billing requirements to maximize incentive earnings.

Excellent written and oral communication, problem-solving, and organization skills in a fast-paced environment.

Proficiency with HMIS databases, Microsoft Office Suite (Word, Excel, Outlook), and Google Workspace.

English proficiency required; bilingual capabilities (Spanish or French Creole) preferred.

Physical Demands & Agency Standards

Exerting up to 15 pounds of force occasionally to move objects .

Standing and walking for extended periods while navigating multi-story shelter facilities .

Active compliance with client confidentiality standards, ADA guidelines, and agency ethics policies .

Clearance of a criminal background check and current CPR/First Aid certification (or completion within 30 days of hire) .