Mather Community Campus, Family Program - Lead Support Staff

WHO WE ARE

We are more than a nonprofit organization. We are a ministry of service that includes nearly 500 paid, professional employees dedicated to helping those in need to rebuild their lives and reach their full potential. Founded locally in 1911, the Northern California & Northern Nevada affiliate of Volunteers of America (VOA-NCNN) is one of the largest providers of social services in the region, operating more than 40 programs including housing, employment services, substance abuse, and recovery services to families, individuals, veterans, seniors, and youth.

In fact, VOA-NCNN provides shelter or housing to over 4,000 men, women, and children every night.

To change individual lives, instill hope, increase self-worth and facilitate independence through quality housing, employment, and related supportive services. Volunteers of America Northern California & Northern Nevada inspires self-sufficiency, dignity, and hope by providing critical health and human services to thousands of vulnerable individuals and families across Northern California & Northern Nevada.

VOA-NCNN, a Certified Great Place to Work, is recruiting for a full‑time Lead Support Staff for the Family Program at our Mather Community Campus. Full‑time employees (working 30 or more hours a week) are eligible for a benefits package that includes paid holidays, vacation, sick pay, health, dental, vision, life, and short‑term disability insurance coverage.

Lead Support Staff duties include leading their team in the daily duties and ensuring quality service in a safe, non‑judgmental manner to all program participants.

• Perform daily work requirements to achieve established objectives of the program.
• Perform safety checks inside and outside of facility.
• Bring pertinent client issues to attention of case management team.
• Control excessive noise or loitering from clients inside and outside of facility.
• Work with support staff when issues and concerns arise.
• Explain campus and program rules and regulations to participants.
• Ensure intakes are completed correctly for all programs.
• Coordinate bed/sleeping assignments, showers, laundering, and other daily routines.
• De‑escalate crisis before it develops and respond to crisis in an appropriate manner, providing emergency assistance to clients and coworkers as necessary.
• Maintain daily reports to provide statistical information; complete shift logs and incident reports as appropriate.
• Respond to all client questions and concerns.
• Respond to all employee questions and concerns, provide directions to staff as needed.
• Check people into campus as needed.
• Maintain clear, thorough, routine communication with all Supervisors, Managers, and the Director.
• Assist Program Supervisor/Manager with Support Staff work assignments, direction of duties and scheduling as needed.
• Respond to scheduling emergencies at the program and provide emergency coverage as needed.
• Serve as the point person for emergencies; assess the immediacy of the emergency and notify appropriate leadership.
• Report any noted issues (staffing, client, personnel, programming, etc.) to the appropriate Program Supervisor.
• May perform other duties as assigned.

• Assist the staff in implementing plans to help residents successfully complete the program.
• Role model positive behavior to help clients as they work towards self‑sufficiency.

• Document and report all client concerns and/or infractions that can impact program security and safety.
• Assist in completing all shift logs, observation logs, incident reports.
• Secure approval for exceptions to standard policy.
• Notify management of potential workflow problems and resource needs necessary to attain performance standards.
• Adhere to staffing schedules to provide adequate/safe staffing coverage and accomplish program objectives.
• Direct available resources as required.
• Perform assigned leadership duties of Support Staff.
• Comprehend and adhere to ethical standards, program philosophy guidelines, and confidentiality laws.

• Assist the Program Supervisor/Manager in department orientation and training of new employees as requested to assure quality work outcomes.
• Identify appropriate…