Program Support Specialist

Mission: LGBT Life Center is a trusted leader that empowers the LGBTQ communities and all people affected by HIV through improving health and wellness, strengthening families and communities, and providing transformative education and advocacy.

Who We Are: LGBT Life Center is a trusted leader serving Hampton Roads since 1989 (formerly known as CANDII House and ACCESS AIDS Care). We strengthen the LGBTQ+ community and individuals living with HIV through health and wellness services, supportive housing, food programs, education, and advocacy. Our work is rooted in community care, inclusion, and health equity.

We are more than a service provider, we are a safe space, a connector, and a catalyst for change. Our team is made up of passionate individuals committed to harm reduction, trauma-informed care, and affirming, client-centered support. Whether through housing navigation, clinical services, or advocacy work, we are building a future where all LGBTQ+ people and people living with HIV, especially those most impacted by systemic inequities, have access to the tools and resources they need to thrive.

Overview: The Program Support Specialist will play a critical role in assisting with the day-to-day operations of the Pride Pantry, Transportation, Mental Health Program, and Housing Programs at LGBT Life Center. This position requires a compassionate, organized, and proactive individual who can provide operational support for food distribution, housing assistance, client intake, case management, and program coordination. The Program Support Specialist will work closely with clients to ensure they receive the resources they need to access care and services.

This position is full time, non-exempt, and reports to the Support Services Program Manager.

Benefits Offerings: We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance, including:

• 403(b) Retirement Plan
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Accidental Death & Dismemberment (AD&D) Insurance
• Short-Term / Long
  - Term Disability Insurance
• Employee Assistance Program (EAP) providing confidential counseling, resources, and support services for employees.
• Paid Vacation Time
• Wellness Time Off

Our commitment is to provide benefits that help employees thrive both professionally and personally.

Key Responsibilities:

Pantry Support
:

• Assist with the operation and maintenance of the LGBT Life Center pantry, ensuring that it is stocked, organized, and accessible for clients.
• Support the distribution of food and personal care items to individuals and families in need, following established guidelines and protocols.
• Maintain accurate records of pantry inventory and assist with managing food donations and sourcing from community partners.
• Collaborate with community organizations and volunteers to coordinate pantry services and ensure a smooth distribution process.
• Educate clients about available pantry services, eligibility requirements, and how to access support.

Client Outreach & Engagement
:

• Conduct proactive outreach, including cold-calling, to clients not currently engaged in care, with the goal of connecting at least 50% of identified clients to HOPWA-supported services, including medical case management, clinic care, and pharmacy programs.
• Maintain accurate and timely documentation of all client contacts, outreach efforts, and successful linkages in compliance with HOPWA grant reporting, HIPAA, and organizational policies.
• Provide clear, trauma-informed, and culturally responsive education to clients about available services, assisting them in navigating entry points and addressing barriers to engagement.
• Collaborate with medical case management, clinical, and pharmacy teams to facilitate warm hand-offs, ensure continuity of care, and monitor follow-up to support retention in services.
• Track and report outreach outcomes, identify trends or barriers impacting client engagement, and contribute to refining outreach strategies and protocols to optimize program effectiveness.

Housing Support
:

• Assist in client intake and case management for individuals seeking housing assistance, including reviewing eligibility criteria and processing applications for PHP’s and STRMU’s.
• Help coordinate emergency housing placements, including identifying available units, working with landlords, and ensuring compliance with program policies.
• Support case managers and housing specialists with paperwork, documentation, and follow-up services to ensure clients are receiving appropriate housing support.
• Maintain confidential client files, tracking housing placements, and ensure that all relevant information is up-to-date.
• Provide clients with information on housing resources, local shelters, and long-term housing options, ensuring that they understand available programs.

Client Transportation & Access Support:

• Assist with coordinating and, when appropriate, providing transportation support to clients to ensure access to essential services,…