Position Summary

The Direct Care Specialist serves as a frontline team member responsible for helping create a safe, welcoming, and supportive environment for clients at The Kearney Center. This role provides direct support to clients by assisting with daily needs, answering questions, connecting clients to services, maintaining shelter operations, and promoting a culture of dignity, accountability, and respect.

Direct Care Specialists play a critical role in helping clients navigate shelter services while utilizing trauma-informed care, emotional regulation, and de-escalation techniques to support positive client experiences. This position serves as a key point of contact for clients and helps ensure daily shelter operations remain safe, organized, and responsive.

Essential Responsibilities

Client Support & Engagement

• Serve as a primary point of contact for clients throughout assigned shifts.
• Assist clients with questions, requests, appointments, and daily shelter navigation.
• Build professional and respectful relationships with clients while maintaining appropriate boundaries.
• Help connect clients with available services, resources, and staff support.
• Provide compassionate, client-centered service in all interactions.

Shelter Operations & Safety

• Help maintain a safe, clean, structured, and welcoming shelter environment.
• Monitor shelter activities and respond appropriately to operational or behavioral concerns.
• Conduct routine facility walkthroughs to maintain awareness of client needs and shelter operations.
• Assist with meal service, laundry services, and other daily operational activities.
• Support shelter policies and procedures while promoting a positive environment for clients and staff.

Trauma-Informed Care & De-Escalation

• Utilize trauma-informed care practices in all client interactions.
• Remain calm and professional during stressful or high-conflict situations.
• Use de-escalation techniques to support positive outcomes and reduce tension.
• Demonstrate patience, empathy, sound judgment, and emotional regulation.

Documentation & Communication

• Complete timely and accurate documentation of incidents, client interactions, and services provided.
• Maintain accurate records within HMIS and other required systems.
• Ensure clear communication between shifts and team members regarding client needs, incidents, and operational updates.
• Protect client confidentiality and organizational information at all times.

Teamwork & Professionalism

• Work collaboratively with coworkers, supervisors, volunteers, and community partners.
• Participate in team meetings, trainings, and organizational initiatives.
• Maintain reliable attendance, punctuality, and professionalism.
• Support the mission, values, and culture of The Kearney Center in all aspects of the role.
• Perform other duties as assigned.

Preferred Qualifications

• Experience working in human services, shelters, behavioral health, customer service, or related fields preferred.
• Ability to remain calm and professional in fast-paced environments.
• Strong communication, relationship-building, and conflict-resolution skills.
• Commitment to serving individuals experiencing homelessness with dignity and respect.
• Ability to work evenings, weekends, holidays, and overnight shifts as needed.

Education and Experience:

At least 1 year experience with crises intervention, medical assistance, teacher assistants, and/or homelessness services preferred

High school diploma or equivalent

Skills and Qualifications:

Strong verbal and interpersonal communication skills

Excellent customer service skills and maintenance of confidentiality

Strong professionalism and mission driven attitude

Ability to uphold safety regulations

Compassionate and open-minded

Commitment to practicing the values of dignity and respect with clients, coworkers, and community partners

Ability to remain focused and calm in dynamic, fast-paced environment

Ability to work independently and utilize initiative

Cooperative and flexible with people and systems

Must uphold the Kearney Center’s ethics and code of conduct at all times

Demonstrated proficiency with computers and standard office equipment: Windows, MS Office, and email

Work Environment: Frequent standing and walking through indoor environment. Ability to utilize general office equipment. This position requires the working ability to carry 50lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Compensation: $15.00 - $16.50 hourly

Pay rate is based on skills and experience.

Position will remain open until filled.

CESC, Inc. is an EOE.