Client Advocate

Job Summary:

Client Advocates work directly with individuals who are experiencing homelessness. They play a critical role in assessing and triaging the needs of clients who enter a CASS emergency shelter. Utilizing best practices, Client Advocates identify a client’s strengths, needs, barriers, and goals relating to long-term stability. They provide direct support and referrals to internal and community-based service providers to increase a client’s opportunities to obtain and retain stable housing.

Client Advocates screen clients for relative need, vulnerability, and appropriateness for shelter using standardized tools and they work closely with Program Managers to assign clients to the appropriate level of services. They will work closely with other team members to ensure that clients receive timely and effective assistance.

• Conduct thorough screening of clients to determine their needs, goals, vulnerability, and suitability for shelter using a standardized assessment tool.
• Ensure all screenings are conducted in a compassionate, respectful, and confidential manner.
• Work with clients to build an effective initial case plan for them customized to their individual needs.
• Provide resource information, referrals, and guidance to achieve goals.

• Advocate for clients' needs and assist them in accessing appropriate resources and services.
• Guides clients through accessing benefits, income supports, and vital resources to promote stability and independence.
• Conduct ad-hoc follow – up sessions with clients facilitate success in achieving their goals.
• Provide walk-up assistance for urgent client needs.
• Be readily available to answer questions, follow-up, and discuss challenges and progress.
• Provide information and support to clients regarding shelter policies, procedures, and available resources.
• Provide regular reports on client screening outcomes to the Program Manager.
• Ensure clients with significant changes to status such as eligibility for services or increase acuity are brought to the attention of the team.

• Maintain accurate and detailed record of client assessments, referrals, and services.
• Ensure complete and accurate notes in client records prior to the end of each shift.
• Provide “Success Stories” and their positive client progress information to the development and Data teams.

• Maintain respectful and collaborative relationships with partner agencies.
• Work closely with team members to ensure a coordinated and holistic approach to client support.
• Participate in team meetings, training sessions, and community outreach events as required.
• Escalate all urgent client and facility issues to leadership in a timely manner.
• Perform other duties as assigned.

• Strong written and verbal communication skills.
• Competent in interpersonal and conflict resolution.
• Demonstrated ability to work in a fast-paced, high-energy, hands‑on environment.
• Able to remain calm and clear-headed during conflict, crisis, or emergency situations.
• Commitment to a solution-focused approach and dedication to meeting client needs and expectations.

This job primarily operates in a client-facing office environment; however, occasional off-site venues and outside event areas in various weather conditions are expected. This role routinely uses standard office equipment such as computers, multi-line phones, photocopiers, and fax machines.

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. While performing the duties of this job, the…