Residential Client Support Specialist
at Heartland Alliance

Date Posted: 11/18/2019

Job Description

Summary: Provides operational and supportive services to residents and other staff in an affordable, multi-family residential setting located in Madison, WI.  Goals for the position include supporting residents’ housing stability through education and counseling, as well as facilitating access to other services offered within the property.  Individual accountabilities and work volume will be established through the development of annual Success Objectives, within the framework outlined below.  The Residential Client Support Specialists use their own unique, life-altering experiences in order to guide and support others who are in some form of recovery. This typically refers to participants recovering from homelessness, addiction, mental health disorders or abuse. The Client Support Specialists work in conjunction with highly trained and educated professionals. They fill a gap by providing support from the perspective of someone who has first-hand experience, something that professionals cannot learn from training or education.

Essential Duties and Responsibilities:

  • Provide front desk administrative support in conjunction with third party security.

  • Maintain a professional, respectful, collaborative and friendly relationship with residents and building staff.

  • Check in and check out guests according to policies and procedures.
  • Monitor resident and guest traffic through the lobby and into the living area. 
  • Report any hazardous conditions or emergency situations to building management.
  • Conduct periodic inspections of common areas and parking lot of the building. 
  • Monitor security door and fire alarms. 
  • Monitor adherence to and compliance with building policies as stated in the Guest Policies and Residency Rules & Regulations. 
  • Prepares and submits written reports. 
  • Educate residents regarding lease responsibilities, services, resident rights, grievance policy and confidentiality.

  • Screen and refer clients to the supportive service partner for other social service needs or benefits and entitlements services.

  • Make internal and external appointments on behalf of residents.

  • Make general referrals to other agencies as needed.

  • Maintain a professional, respectful, collaborative and friendly relationship with police.

  • Perform data entry functions regarding specific program requirements.

  • Assist in coordination of interpretation services for residents, as needed.

  • Maintain professional relationship boundaries with residents, staff, police and all external colleagues.

  • Demonstrate strong and effective communications.

  • Troubleshoot relations issues.
  • Adhere to professional standards of confidentiality regarding building residents. 
  • The full time hours for the position include nights (11:00 pm – 8:00 am) and part time weekends all shifts available
  • Other duties may be assigned.

Qualifications:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Education and/or Experience:High School Diploma and two years of experience in a peer or client support role or social service agency.  Good communication skills. Training in Trauma informed Care and/or de-escalation techniques are highly valued.  

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Frequently required to stand, sit, and walk.

Heartland Alliance makes all hiring and employment decisions, and operates all programs, services, and functions without regard to race, receipt of an order of protection, creed, color, age, gender, gender identity, marital or parental status, religion, ancestry, national origin, amnesty, physical or mental disability, protected veterans status, genetic information, sexual orientation, immigrant status, political affiliation or belief, use of FMLA, VESSA, military, and family military rights, ex-offender status (depending on the offense and position to be filled), unfavorable military discharge, membership in an organization whose primary purpose is the protection of civil rights or improvement of living conditions and human relations, height, weight, or HIV infection, in accord with the organization's AIDS Policy Statement of September 1987.

Job Snapshot

  • Employee Type: Full-Time
  • Location: Madison, WI
  • Job Type: Management
  • Experience: Not Specified
  • Date Posted: 11/18/2019

About Us

It’s more than a job, it’s a purpose.


Heartland Alliance—the leading anti-poverty organization in the Midwest— believes that all of us deserve the opportunity to improve our lives. Each year, we help ensure this opportunity for nearly one million people around the world who are homeless, living in poverty, or seeking safety. Our multicultural staff are passionate about our mission and make Heartland Alliance a dynamic and exciting place to develop your career.


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