Volunteers of America Northern California and Northern Nevada

Customer Support

• Provide exceptional, empathetic technical support to staff members in person, via phone, email, and remote support tools
• Serve as the primary onsite technology resource for the Reno office and Northern Nevada program sites
• Respond promptly to help desk tickets and support requests, prioritizing issues based on business impact
• Maintain a professional, patient, and positive demeanor when assisting users
• Document all support interactions, resolutions, and common issues in the IT ticketing system
• Support Microsoft 365 applications including Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive
• Assist with user account provisioning, password resets, and access management in Microsoft Entra ID
• Perform desktop and laptop setup, configuration, and deployment for new staff members
• Troubleshoot Windows operating system issues including performance problems, application errors, driver conflicts, and system crashes
• Support mobile devices including smartphones and tablets
• Support network connectivity issues including wired and wireless connections, VPN access
• Provide first-level support for the Electronic Health Records (EHR) system
• Promote cybersecurity awareness by educating users on phishing threats, password security
• Deliver informal training and guidance to staff on technology tools, applications, and best practices
• Maintain conference room technology including video conferencing equipment, projectors, displays

Technology Support Specialist

• Provide exceptional, empathetic technical support to staff members in person, via phone, email, and remote support tools
• Serve as the primary onsite technology resource for the Northern California program sites
• Respond promptly to help desk tickets and support requests
• Maintain a professional, patient, and positive demeanor when assisting users
• Provide clear, jargon-free explanations of technical issues and solutions
• Document all support interactions, resolutions, and common issues in the IT ticketing system
• Support Microsoft 365 applications including Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive
• Assist with user account provisioning, password resets, and access management in Microsoft Entra ID
• Configure and troubleshoot email clients, calendar sharing, distribution lists, and Microsoft Teams collaboration features
• Support multi-factor authentication (MFA) enrollment and troubleshooting
• Assist users with OneDrive file synchronization, SharePoint document libraries, and cloud storage best practices
• Perform desktop and laptop setup, configuration, and deployment for new staff members
• Troubleshoot Windows operating system issues including performance problems, application errors, driver conflicts, and system crashes
• Support mobile devices including smartphones and tablets
• Install, configure, and troubleshoot peripheral devices
• Perform hardware repairs and upgrades
• Troubleshoot network connectivity issues
• Provide first-level support for the Electronic Health Records (EHR) system
• Promote cybersecurity awareness by educating users on phishing threats, password security, and data protection practices
• Deliver informal training and guidance to staff on technology tools
• Maintain conference room technology
• Monitor and maintain local servers, network equipment, and backup systems
• Maintain regular communication with the IT Manager

Director

• Responsible for the overall management of the shelter services at Our Place Shelter.
• Serve as the primary point of contact for Washoe County and partner agencies.
• Attend all meetings and training as required by Washoe County.
• Present program achievements as requested.
• Ensure compliance with contract and funding source requirements.
• Ensure that recommendations are implemented as agreed upon.
• Communicate all program updates, staffing shortages, changes, and supply delivery issues to Washoe County staff within the allotted timeframe.
• Identify resources and develop and implement procedures necessary to enhance the program.
• Assist the finance department in developing budgets and completing monthly/quarterly/yearly grant reports.
• Ensure that quality program services are provided within the established budgets.
• Respond to requests from funders and/or partners.
• Participate in audits and monitor visits.
• Provide leadership of administration, organization, and coordination of Volunteers of America activities.
• Implement and monitor all approved Washoe County operations-related policies and procedures.
• Collaborate with Washoe County to revise and direct the approved operations policies and procedures.
• Consult with and make recommendations to Washoe County on problems related to the operations and management of the Our Place Shelter.
• Provide all documentation to comply with contractual agreements.
• Complete monthly, quarterly, and annual outcome reports.
• Work with Our Place leadership, develop and maintain shelter operational manuals.
• Respond to complaints from contracting agents, property neighbors, and any other program-related affiliate or as requested.
• Develop and implement a Quality Assurance Plan to facilitate client feedback on the quality of services to include regular participant satisfaction surveys.
• Implement feedback on the quality of service to key stakeholders, including Washoe County.
• Ensure the facility is safe and secure in conjunction with the contracted security agency and Washoe County.
• Respond to critical incidents as needed. Responses may be required in the evenings and weekends.
• Review all critical incident reports, investigate incidents, and report on incidents.
• Attend all Root Cause Analysis meetings.
• Ensure all maintenance issues are reported to Washoe County.
• Report any health or safety concerns to Washoe County.
• Establish a plan to maintain the cleanliness of the facility.
• Find or provide emergency shift coverage if needed.
• Develop a plan to ensure all staff receive the required training within the allotted time frame.
• Report all training to Washoe County as requested.
• Help establish goals and objectives for staff and assist in the evaluation regarding achievements of goals.
• Identify and ensure appropriate ongoing training for staff.
• Provide direction and assist supervisors in conducting ongoing performance reviews as required.
• Assure that employee performance meets or exceeds program requirements.
• Provide direction to supervisors on employee performance improvements when necessary.
• Respond to personnel complaints and provide technical expertise to handle exceptions to standard policies.
• Provide training and oversight to supervisors in order to ensure HMIS data is entered timely and accurately. Ensures all HMIS reporting requirements are met.
• Attend staff meetings.
• Communicate procedures and company policies to the leadership team and ensure proper implementation. Develop procedures as needed.
• Serve as part of the organization management team by providing information and support for the development of quality operations.
• Maintain a professional working relationship with all employees.
• Provide direction and supervision to the Assistant Director and supervisors.

Shelter Director

Program Manager

• Responsible for the overall management and supervision of the Mather Community Campus (MCC) Family Program
• Responsible for assuring quality service to all program participants through the management of programs, resources and daily workflow
• Ensures that all work is performed in a cost-effective and service-oriented manner
• Coordinates with all other agencies in the Mather collaborative Leadership Team
• Responsible for management of financial and contractual aspects of the program services.
• Assists the Director, Mather Community Campus Programs in the development and monitoring of annual budgets
• Completes reports, as needed, for senior management
• Responsible for distribution and monitoring of staff’s workloads to achieve established objectives
• Conduct ongoing performance appraisals and recommend salary adjustments for staff.

Family Program – Program Manager

Manager

• coordinate and monitor services for clients who may have a disability
• perform daily work to accomplish the established objectives of the department
• foster an environment free from ethnic or social prejudices
• complete incident reports as required
• communicate with residents, external service providers, and co-workers in a professional manner
• respond to client questions and concerns
• provide residents with a supportive environment
• comprehend and adhere to ethical guidelines and confidentiality laws
• complete screening and assessments with residents
• schedule regular follow-up appointments for residents
• provide crisis intervention
• advocate on behalf of the client

Case Manager

Community Manager

• responsible for the efficient and compassionate operation of the program
• assuring quality service to all residents through the coordination of program functions and specific assistance to other program staff
• manage job search skills and activities, job matching and placement activities with employers and participants
• continued assessment of job readiness
• facilitate job clubs/alumni groups
• provide retention services to the employees

Employment Specialist

Software Engineer

• Interact with local businesses to identify job placement and career advancement opportunities for program clients
• Conduct outreach presentations with local employers to explain the benefits of hiring VOA clients
• Develop and maintain employer contacts for employment of participants
• Coordinate career counseling, evaluation, skills training, job readiness training and other activities related to employment transition for clients
• Work with businesses and organizations to remove employment barriers
• Disseminate information; provide outreach and training to potential employers about VOA clients
• Monitor employment progress of clients who secure employment positions and mentor them accordingly
• Ensure the delivery of services which are reflective of client empowerment and self-advocacy
• Prepare required documentation and reports

Job Developer

• responsible for performing daily work requirements to achieve established objectives of the department
• explain program rules and regulations to residents and facilitate residents’ observance of the rules
• coordinate meal preparation/service, bed/sleeping assignments, showers, laundering, and other daily routines
• provide 'awake' shift coverage and maintain grounds security at all times
• conduct hourly safety and security checks during designated periods
• de-escalate crisis before it develops and respond to crisis in an appropriate manner
• provide emergency assistance to clients and co-workers as necessary
• maintain daily reports to provide statistical information
• perform housekeeping and other maintenance tasks as needed
• change light bulb, plunge toilet, etc
• prepare rooms for next resident; maintain/monitor staff area cleanliness
• respond to all client questions and concerns
• perform clerical duties on shift
• maintain clear, thorough, routine communication with all residents
• assist VOA 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
• document and report all client concerns and/or infractions that can impact the program security
• complete all shift logs, observation logs, and incident reports
• monitor inventory of program equipment and supplies

Support Staff

• provide direct support to the Program Manager
• coordinate client intake and referrals
• perform clerical duties for the Mather Community Campus
• compile data for case management and software management
• coordinate daily activities of clerical needs
• interact with outside service providers
• prepare monthly billing reports
• maintain client records
• ensure unit readiness
• disseminate health and safety materials
• provide client status updates
• perform clerical activities including reception duties

Program Support Specialist

• Assist residents in obtaining and maintaining housing
• Supportive interaction with program participants and team members
• Assess participant’s needs
• Support the safety and the integrity of all residents
• Develop contracts with each resident for payment of fees
• Liaison with landlords to facilitate successful transition and to problem-solve placement issues
• Prepare all clients for their housing search
• Develop permanent housing resources throughout the community
• Maintain a resource list of available housing
• Coordinate with Housing Specialists from other VOA programs
• Coordinate with Case Managers to assist students in mitigating negative credit histories
• Maintain follow-up housing data on graduates
• Develop and conduct groups regarding issues related to securing and maintaining permanent housing
• Prepare monthly report outlining accomplishments
• Develop with each client, their financial plan to take over the master leases on their apartments
• Visit weekly with clients in scattered-site locations
• Monitor fee payments and develop plans with residents

Housing Specialist

• Responsible for the efficient and compassionate operation of the program
• Assure quality service to all residents through the coordination of program functions
• Collaborate with partner service providers and staff
• Work with participants on job search skills and activities
• Manage job matching and placement activities with employers and participants
• Provide retention services to participants at critical milestones of employment

• Responsible for the development of a case management plan to assist program participants
• Performs and provides a written assessment of program participant’s needs
• Facilitates employment focused groups designed to meet participant needs
• Develops and maintains comprehensive lists of community resources for use by program participants
• Attends case conferencing and other meetings and training as directed

Singles Program – Case Manager

• assuring quality service to all program participants in a compassionate and professional manner
• preparing meals
• serving meals to clients at the designated programs
• receiving and inventorying foods, equipment and janitorial cleaning supplies
• demonstrating supportive interaction with program participants and team members
• performing all work duties as required
• performing cooking tasks for a variety of foods
• baking, roasting, broiling, and steaming a wide variety of meats, fish, poultry, and main dishes
• preparing and cooking sauces, soups, and gravies
• participating in the cleaning of dishes, pots, and kitchen equipment
• completing and maintaining all records, logs, safety logs, and incident reports
• assisting in the monitoring of the inventory of program equipment and supplies.

Prep Cook

• Responsible for assuring quality service to all program participants in a compassionate and professional manner.
• Preparing meals and serving meals to clients at the designated programs.
• Receiving and inventory foods, equipment, and janitorial cleaning supplies.
• Assisting in training and directing the work of others in the kitchen as assigned.
• Perform all work duties as required in a cost-effective and service-oriented manner.

Line Cook

• Responsible for assuring quality service to all program participants
• Preparing meals and serving meals to clients
• Receiving and inventorying foods, equipment, and janitorial cleaning supplies
• Training and directing the work of others in the kitchen
• Performing all work duties in a cost-effective and service-oriented manner
• Documenting and reporting all variations in food preparations and meal delivery
• Completing and maintaining all records related to safety and incident reports
• Monitoring inventory of program equipment and supplies

Technology Support Specialist

Technology Support Specialist

Shelter Director

Family Program – Program Manager

Case Manager

Employment Specialist

Job Developer

Support Staff

Program Support Specialist

Housing Specialist

Employment Specialist

Singles Program – Case Manager

Prep Cook

Line Cook

Head Chef