Resident Support Specialist

Stephen Center has served homeless and low-income individuals in Omaha since
1984 with the mission to partner with the community, families and individuals to overcome homelessness, addiction and poverty. The Pettigrew Emergency Shelter and Permanent Supportive Housing offerings provide safe and secure housing while individuals and families complete an assessment of permanent housing options. All Stephen Center residents have access to dual diagnosis support services via the HERO addiction/recovery program. 100% of Stephen Center shelter supportive housing participants are living in poverty.

Housing transition support identifies poverty barriers that may impact one’s ability to achieve or maintain permanent housing through case management, life skills, and behavioral health services. Stephen Center serves approximately 250 people daily in all programs.

The Resident Support Specialist provides direct, front line support and supervision to clients within the HERO program, ensuring a safe, structured, and therapeutic environment that promotes recovery and overall well‑being. This role is responsible for delivering services in alignment with regulatory standards, agency policies, and evidence-based practices while supporting clients in their daily activities and engagement in programming. The Resident Support Specialist plays a key role in fostering a positive client experience through consistent presence, professional conduct, and a commitment to dignity, accountability, and person-centered care.

• Maintain a safe, secure, and structured environment by consistently adhering to all program safety protocols, security procedures, and crisis response guidelines.
• Conduct client property checks upon admission and as needed, ensuring compliance with program standards and appropriate handling and documentation of belongings, including heat room processing and transfer of belongings to designated storage areas.
• Serve as a primary point of contact for clients by responding to questions, addressing concerns, and providing support during routine and crisis situations using a trauma-informed, de‑escalation‑focused approach.
• Support and reinforce program expectations by monitoring client behavior, utilizing therapeutic communication, and implementing program guidelines in a manner that promotes accountability, dignity, and recovery‑oriented outcomes.
• Collaborate with Case Managers and clinical staff to address behavioral concerns, ensuring appropriate follow‑up, documentation, and continuity of care.
• Monitor and document medication processes in accordance with agency policy, including intake counts and observation of self‑administration, while maintaining accuracy, confidentiality, and client safety.
• Conduct routine room and facility checks to ensure cleanliness, safety, and compliance with program expectations, addressing concerns in a respectful and client‑centered manner.
• Promote a clean, organized, and welcoming environment by maintaining shared spaces, including hallways and common areas, and supporting clients in completing assigned chores and responsibilities.
• Facilitate clear and professional communication by answering phones, directing inquiries, and relaying accurate messages to clients and staff in a timely manner.
• Monitor facility access by overseeing entry points, appropriately screening and granting access to visitors, and maintaining awareness of building activity.
• Collect and document client discharge or exit information, ensuring accuracy and completeness for program tracking and reporting.
• Complete timely, objective, and thorough incident reports in accordance with agency policy, contributing to ongoing safety, quality improvement, and compliance efforts.

• Accurately document client interactions, intakes, and relevant updates within the designated electronic health record (EHR) system.
• Communicate effectively with multidisciplinary team members to ensure continuity of care, including clear handoff communication between shifts.
• Participate in cross‑training within the Shelter Program to support overnight coverage needs and ensure continuity of operations, as applicable.
• Perform…