Overview:
WHO WE ARE: Established locally in 1911, Volunteers of America Northern California & Northern Nevada (VOA NCNN) is one of the region’s largest providers of social services. Our professional staff operates more than 40 locally managed and delivered programs. Services include food and shelter, counseling, independent living and parenting skills, substance abuse treatment and rehabilitation, and job training. Every night VOA NCNN provides shelter or housing to over 3,500 men, women, and children.
OUR MISSION: To change individual lives, instill hope, increase self-worth, and facilitate independence, through quality housing, employment, and related supportive services.

POSITION SUMMARY:

The Support Staff is responsible for assuring quality service to all program guests in a compassionate and professional manner as it relates to the specific program objectives. Objectives include supportive interaction with program guests and team members, assessment of guest’s needs, and performance of all work duties as required. Work is performed in a cost-effective and service-oriented manner as it relates to established organizational standards.

EDUCATION AND EXPERIENCE:

This position requires a demonstrated ability to communicate and comprehend oral and written instructions and to provide services to difficult guests without ethnic or social prejudices while using evidence-based practices to end homelessness. It requires general knowledge of issues and challenges unique to homelessness, substance abuse, women, minorities, and persons with disabilities. Specific knowledge and experience with the Twelve Step philosophy, mental illness, addiction and recovery, and dysfunctional family dynamics are preferred. Must have the flexibility to work irregular hours. Must be able to function both independently and in a team environment effectively. Tact, discretion, and resourcefulness are required at all times.

SPECIFIC SKILLS REQUIRED:

Teamwork skills
Ability to de-escalate crises and assist guests and staff in emergencies
Oral and written communication skills
Ability to assist other people compassionately while maintaining professionalism
Organizational skills

PHYSICAL REQUIREMENTS:

Lift and move up to 40 pounds
Physically able to safely maneuver the weight distribution of a guest in an emergency
Repetitive movements such as mopping or vacuuming
Ability to climb stairs regularly
Stand, walk, bend, stoop, sit frequently, and kneel occasionally
Pay Range: USD $21.26 - USD $21.26 /Hr

A. RESPONSIBLE FOR PERFORMING DAILY WORK REQUIREMENTS TO ACHIEVE ESTABLISHED OBJECTIVES OF THE PROGRAM.

1. On-going source of engagement, information sharing and problem solving for guests using trauma informed, strength-based, compassionate, and professional approach.
2. Explain program requirements and regulations to new guests and assure compliance.
3. Continually reorients guests to rules, rights, and responsibilities.
4. Coordinate meal preparation/service, room assignments, and other daily routines.
5. Provide “awake” shift coverage and maintain grounds security and safety at all times, indoor and outdoor.
6. Provide emergency assistance to guests and co-workers as necessary.
7. Perform housekeeping and other maintenance tasks as needed, i.e. change light bulbs, plunge toilet, clean up accidents/messes etc.
8. Prepare for new guests including sanitizing beds and sleeping areas.
9. Cleaning and sanitizing of all common areas including restroom and laundry areas and staff areas both indoor and outside.
10. Assures toiletry and cleaning supplies are stocked and secured.
11. Address any behavior issues that create disharmony, criminal, or otherwise non-productive behavior.
12. Use de-escalation techniques as needed.
13. Takes pertinent guest issues to the Case Management team.
14. Positive role model, professional behavior including appearance and communication with others.
15. Perform other reasonably related duties as assigned.

B. RESPONSIBLE FOR ALL AREAS OF DAILY PROGRAM MAINTENANCE IN COMPLIANCE WITH COMPANY POLICIES.

1. Complete all shift logs, observation logs, and incident reports.
2. Document and notify management of guest concerns, potential workflow problems and/or any exceptions to policy that can affect program security or safety.
3. Adhere to staffing schedules in order to provide adequate/safe staffing coverage and to accomplish program objectives.
4. Maintain a working knowledge of fire, safety, and health standards to assure a safe work environment for guests and all personnel.

C. RESPONSIBLE FOR SECURITY TASKS.

Client Check-In and Check Out
1. Verify the identity of individuals entering or exiting the premises.
2. Maintain accurate records of client entries and departures.
Weapon Detection and Prevention and Storage
1. Use handheld metal detectors (wanding) to ensure no weapons are brought onto the premises.
2. Follow strict protocols for handling suspicious items or individuals.
3. Conduct thorough searches of bags and personal belongings.
4. Ensure prohibited items, such as drugs or paraphernalia, are not brought in.
5. Identification and storage of items prohibited in the shelter.
Surveillance and Monitoring
1. Operate security cameras and monitor activity to ensure safety of shelter guests and staff.
2. Report and respond to any signs of breaches or misconduct.
Communication During Medical Emergencies
1. Coordinate with staff to ensure swift response to medical situations.
2. Facilitate clear and efficient communication between involved parties.
Conflict Resolution
1. Assist in de-escalating verbal or physical altercations to maintain the safety of all community members.
2. Use de-escalation skills to diffuse tense situations without compromising security.
Emergency Response
1. Contact emergency personnel, such as EMS, Fire or law enforcement, when necessary.
2. Document the incidents and actions taken during emergencies; log first responder information.
3. Other duties as assigned
Qualifications: