Job Description
Job Title
Reports to
Participant Support Specialist
Program Manager
Location
Classification Exempt/Nonexempt
Hayward
Full-time/Non-exempt
General Position Description
The Participant Support Specialist (PSS) provides participant-centered support to
individuals residing in HCEB for interim housing programs. The position focuses on
building relationships, identifying participant needs, providing ongoing support,
connecting participants to community resources, and helping participants work toward
their self-identified goals.
The PSS works collaboratively with interim housing operations staff, healthcare providers,
behavioral health providers, Service Coordinators, and community partners to promote
participant stability, wellness, and successful engagement with services.
The PSS is responsible for providing direct participant services and service coordination
and is expected to exercise independent judgment in assessing participant needs,
coordinating resources, responding to emerging concerns, and documenting services.
The position does not have responsibility for housing navigation, housing search,
housing matching, landlord outreach, or housing placement.
Core Responsibilities
Participant Engagement
• Build trusting and respectful relationships with participants.
• Complete and regularly update an Individual Support Plan for all participants on
caseload.
• Conduct regular participant check-ins and identify immediate and ongoing needs.
• Support participants in identifying personal goals and developing steps toward
those goals.
HCEB• Proprietary and Confidential • 2026• Provide trauma-informed, culturally responsive, and low-barrier support.
• Help participants navigate program expectations, resources, and services.
Caseload Management & Continuum of Care Coverage
• Maintain a caseload of up to 25 assigned participants and provide consistent
engagement, support, follow-up, and service coordination.
• Maintain awareness of the needs and circumstances of assigned participants and
ensure identified needs are appropriately addressed or referred.
• Provide support to participants who are not on your assigned caseload when
the staff member responsible for those participants is not present.
• Respond to immediate participant needs and site concerns within the scope of the
position and communicate relevant information to the appropriate staff member
upon their return.
• Ensure continuity of participant support and communication during staff absences,
schedule changes, or other coverage needs.
• Clearly communicate and document follow-up needs so that the assigned staff
member can resume services appropriately.
Service Connection
• Connect participants to healthcare, behavioral health, benefits, transportation,
food, identification, legal services, employment, education, and other community
resources.
• Make referrals and follow up to determine whether participants are successfully
connected to services.
• Help participants overcome barriers to accessing services.
• Coordinate with external providers, with appropriate participant consent.
Participant Stabilization
• Support participants with activities of daily living and self-sufficiency goals.
• Assist with obtaining identification and other Core housing documents.
• Help participants apply for or maintain benefits.
• Support appointment scheduling and transportation coordination.
• Provide problem-solving and coaching around participant-identified needs.
Advocacy and Support
• Advocate for participant access to appropriate services.
• Help participants understand their rights and available resources.
HCEB• Proprietary and Confidential • 2026• Support participants in communicating with service providers.
• Assist participants with the grievance process when requested.
• Help identify concerns that may require additional intervention from supervisors,
nursing, behavioral health, or other providers.
Documentation
• Document participant interactions and services in HMIS and other required
systems within established timelines.
• Maintain meaningful and accurate service notes.
• Document referrals, participant responses, and follow-up needs.
• Maintain current participant service information.
• Participate in regular documentation reviews.
Team Collaboration
• Participate in conferences and staff meetings.
• Communicate relevant participants needs to appropriate team members.
• Coordinate with shelter operations and clinical staff.
• Participate in multidisciplinary care coordination when appropriate.
Housing Navigation Exclusion: The Shelter Support Specialist does not provide housing
navigation or housing placement services. The position does not conduct housing
searches, identify housing opportunities, conduct landlord outreach, match participants
to housing, or coordinate housing applications or move-ins. Participants requiring housing
Navigation services will be referred to the appropriate Housing Navigation staff assigned to
the interim housing site.
Minimum Qualifications
• Bachelor's degree in social work, Psychology, Human Services, Sociology,
Behavioral Health, or related field.
• Minimum Two (2) years of experience providing direct services, case
management, service coordination, or participant support to individuals
experiencing homelessness, housing instability, behavioral health challenges, or
other complex social needs.
• A combination of education and relevant professional experience may be
considered in lieu of the degree, subject to HCEB and funder requirements.
HCEB• Proprietary and Confidential • 2026• Experience working with individuals experiencing homelessness or housing
instability, preferably in shelter, interim housing, supportive housing, or other
homeless services settings.
• Demonstrated ability to engage individuals with complex needs using trauma-
informed, person-centered, and culturally responsive approaches.
• Knowledge of community resources and the ability to effectively coordinate
referrals and services.
• Demonstrated ability to use de-escalation, conflict resolution, and problem-
solving skills in challenging situations.
• Ability to establish and maintain appropriate professional boundaries while
developing trusting relationships with participants.
• Strong written and verbal communication skills and the ability to maintain accurate,
timely, and meaningful documentation.
• Experience with HMIS, electronic case management systems, or other client
databases preferred.
• Ability to work collaboratively with shelter operations, healthcare, behavioral
health, and community service providers.
• Ability to maintain confidentiality and comply with applicable privacy and
documentation requirements.
• Ability to work independently, prioritize competing needs, and respond
appropriately to urgent participant concerns.
• While this position is needed primarily during day and swing shifts Monday-Friday,
the ability to work flexible hours, including evenings, weekends, and holidays, as
required by program operations may be needed.
Preferred Qualifications
• Experience working in low-barrier, harm-reduction, or medically/behaviorally
complex shelter programs.
• Experience supporting participants with mental health or substance use needs.
• Training in Trauma-Informed Care, Motivational Interviewing, De-escalation,
Harm Reduction, or Crisis Intervention.
• Bilingual or multilingual skills, particularly Spanish.
• Knowledge of Alameda County homeless services and community resources.
• Experience facilitating participant groups, community meetings, or focus groups.
Skills Required
- Bachelor’s degree in social work, psychology, human services, sociology, behavioral health, or a related field
- At least two years of experience providing direct services, case management, service coordination, or participant support
- Experience working with individuals experiencing homelessness or housing instability
- Ability to engage individuals with complex needs using trauma-informed, person-centered, and culturally responsive approaches
- Knowledge of community resources and ability to coordinate referrals and services
- De-escalation, conflict resolution, and problem-solving skills
- Ability to establish professional boundaries and develop trusting participant relationships
- Strong written and verbal communication skills and accurate documentation ability
- Ability to collaborate with shelter operations, healthcare, behavioral health, and community providers
- Ability to maintain confidentiality and comply with privacy and documentation requirements
- Ability to work independently, prioritize competing needs, and respond to urgent concerns
- Ability to work flexible hours, including evenings, weekends, and holidays, as program operations require
- Experience with HMIS, electronic case management systems, or client databases
- Experience in low-barrier, harm-reduction, or medically or behaviorally complex shelter programs
- Experience supporting participants with mental health or substance use needs
- Training in trauma-informed care, motivational interviewing, de-escalation, harm reduction, or crisis intervention
- Bilingual or multilingual skills, particularly Spanish
- Knowledge of Alameda County homeless services and community resources
- Experience facilitating participant groups, community meetings, or focus groups
What We Do
Housing Consortium of the East Bay (HCEB) is a nonprofit organization dedicated to creating inclusive communities for individuals with developmental disabilities or other special needs through quality affordable housing. Serving Alameda and Contra Costa counties, HCEB provides housing outreach and support services, develops and operates permanent supportive housing, and partners with other entities to secure set-asides within larger rental communities for those in need.
