GPD - Lead Support Staff

Volunteers of America; Mather (CA); On-site; USD 33,000 - 34,000; Full time

Job summary

Volunteers of America - Northern California & Northern Nevada is seeking a Lead Support Staff for the Grant Per Diem Veterans Program at the Mather Community Campus. You will lead a team, ensure safety and compassionate service, and coordinate daily operations to support program participants and staff.

The role requires strong communication, crisis management, and adherence to program policies, with CPR/First Aid certification within 90 days. Benefits accompany full-time status.

Qualifications

• Extensive knowledge of program policies and procedures; ability to interpret and enforce them.
• Ability to communicate and understand oral and written instructions; serve clients without bias.
• Valid California driver’s license and ability to meet agency insurance criteria.
• CPR/First Aid certification required within 90 days of employment.

Responsibilities

• Lead and supervise daily duties of Support Staff.
• Ensure safety and quality service to participants; de-escalate crises.
• Coordinate bed/sleeping arrangements, showers, laundry, and daily routines.
• Maintain accurate shift logs, incident reports, and daily reports.

Skills

Teamwork

Oral and written communication

Crisis de-escalation

Organizational skills

Computer skills

Analytical decision making

Education

Equivalent education and experience

CA Driver's license

CPR/First Aid certification within 90 days

Tools

Computer skills

Job description

Overview

WHO WE ARE: We are more than a nonprofit organization. We are a ministry of service that includes nearly 600 paid professional employees dedicated to helping those we serve. We provide compassionate care today for flourishing communities tomorrow. Founded locally in 1911, VOA Northern California & Northern Nevada is one of the largest providers of social services in the region, delivering a broad range of community-based services that transform lives while meeting immediate needs of families, individuals, veterans, seniors, and youth. In fact, VOA-NCNN provides shelter or housing to over 3,500 men, women, and children every night.

OUR MISSION: VOA puts faith into action by providing compassionate human services to empower individuals and strengthen communities. VOA aspires to create a world in which every person lives a life of emotional, physical, and spiritual well-being, filled with hope across Northern California & Northern Nevada.

PROGRAM AND LOCATION: VOA-NCNN, a Certified Great Place to Work, is recruiting for a full-time Lead Support Staff for the Grant Per Diem (GPD) Veterans 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.

Responsibilities

POSITION SUMMARY:

In addition to the Support Staff duties, the Lead Support Staff are responsible for leading their team in the daily duties. This position will first lead by example of their exemplary execution of shift responsibilities. The Lead Support Staff is responsible for assuring quality service in a safe, non‑judgmental manner to all program participants compassionately and professionally as it relates to the specific program objectives. Objectives include supportive interaction with program participants and team members, assessment of participant’s needs, supporting the safety and the integrity of all residents, 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.

OBJECTIVES/ACTIVITIES:

Responsible for performing 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.
• Key in controlling excessive noise or loitering from clients inside and outside of facility.
• Working 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 co‑workers as necessary.
• Maintain daily reports to provide statistical information.
• Complete shift logs, 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 Manager with Support Staff work assignments, direction of duties and scheduling as needed.
• Respond to, address scheduling emergencies at the program. Provide emergency coverage as needed.
• Serve as the point person for emergencies. Assess the immediacy of the emergency and notify the appropriate leadership.
• Report any noted issues including staffing, client, personnel, programming, etc. to the appropriate Program Supervisor.
• May perform other duties as assigned.

Responsible for assistance with client development.

• Support the staff in implementing plans to assist the residents in the successful completion of the program.
• Role model positive behavior to help clients as they work towards self‑sufficiency.

Responsible for all areas of daily program maintenance in compliance with company policies.

• Document and report all client concerns and/or infractions that can impact the 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 in order to provide adequate/safe staffing coverage and to 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.

Responsible for the assistance of training and development of new staff.

• Assist the Program Manager in department orientation and training of new employees as requested to assure quality work outcomes.
• Identify appropriate ongoing training for both new and existing staff and report needs to management.
• Serve as part of the development team by providing information and support for the development of quality operations.
• Maintain an above average working knowledge of fire, safety, and health standards to assure safe work environment for clients and all personnel.

Responsible for self‑development.

• Continually learn and enhance technical and interpersonal skills.
• Attend staff meetings/assigned training and complete required certifications, CPR, First Aid, etc.
• Willingness to utilize evidence‑based practices in daily work.

Qualifications

EQUIVALENT EDUCATION AND EXPERIENCE:

Must have extensive knowledge of the program policies and procedures or the ability to interpret the policies and procedures and ensure adherence to the policies and procedures. Experience preferred in similar program. Will have a demonstrated ability to communicate and comprehend oral and written instructions and to provide services to clients without ethnic or social prejudices. It requires general knowledge of issues and challenges unique to homelessness, substance abuse, young adults, minorities, and people with disabilities. Must have the flexibility to work irregular hours and have the willingness to function as a team member. Computer skills required. Valid California driver's license and ability to meet the organization’s insurance carrier guidelines are required. Must pass all required background clearances in accordance with agency, County, State, and federal standards. CPR/First Aid certification is required within 90 days of employment. Completion and maintenance of all required training and health clearances.

SPECIFIC SKILLS REQUIRED:

Teamwork skills

Oral and written communication skills

Ability to de‑escalate crisis situations and assist residents and staff in emergency situations Organizational skills

Computer skills

Analytical and decision‑making ability

PHYSICAL REQUIREMENTS:

Lift and move up to 50 pounds

Stand, walk, bend, stoop, and sit frequently

Kneel occasionally

Climb stairs regularly

Drive for company business as needed

Physically able to safely maneuver weight distribution of a client in an emergency situation

Be able to maneuver quickly in emergency situations to assist clients as needed

Pay Range

USD $24.00 - USD $25.00 /Hr.