Our Place - Intake and Joy Manager

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. Currently, VOA NCNN provides shelter or housing to over 3,500 men, women, and children every night.

OUR MISSION: To change individual lives, instill hope, increase self-worth and facilitate independence, through quality housing, employment, and related supportive services.

PROGRAM AND LOCATION: VOA-NCNN, a Certified Great Place to Work, is recruiting for an Intake and Joy Manager position for Our Place Shelter. Our Place is a housing focused shelter designed to create a safe and stable environment for women and families who are experiencing homelessness. Our Place connects our guests with services and places them into permanent housing. Located on a 20-acre campus, this emergency shelter operates several homes, a welcome/intake center, dining hall, and a clothing boutique for 138 women, 38 families and 20 senior women and their animal companions. During the winter, Our Place also provides emergency housing for an additional 25 women. This is a full-time, exempt position. Full-time employees (working 30 or more hours a week) are eligible for a benefits package that includes paid holidays, vacation, health, dental, vision, life, and short-term disability insurance coverage.

Responsibilities:

POSITION SUMMARY:

The Intake and Joy Home Manager is responsible for providing oversight to all intake and diversion functions within Our Place campus and supervising the Intake and Diversion Staff. The Intake and Joy Home Manager works with the Shelter Director and Managers to ensure the safe and effective functioning of the program and assures that all work is performed in a cost effective and service-oriented manner in accordance with negotiated contracts, appropriate procedures, and established organizational standards. The Intake and Joy Home Manager coordinates program requirements with other operational areas and is responsible for the supervision, development, and motivation of the Intake and Diversion Staff.

OBJECTIVES/ACTIVITIES:

A. Responsible for performing daily work requirements to achieve established objectives of the departments.

1. Maintain clear, thorough, routine communication with the Shelter Director on issues including staffing, programmatic, personnel, and participants as appropriate.

2. Work closely with the Shelter Director to ensure the established goals of each program are achieved through teamwork.

3. Supervise the day-to-day operations of Joy Home, ensuring that it provides a safe, supportive, and respectful environment for clients.

4. Ensure that a designated staff member is always available to answer the Our Place phone line 24/7, coordinating schedules and coverage for after-hours shifts.

5. Coordinate the shift schedules of all intake and diversion staff.

6. Oversee all participants' intake, screening, assessment, plan, and diversion processes.

7. Maintain understanding of HMIS and provide reports on department outcomes to the Shelter Director.

8. Analyze reports to identify workflow and outcomes that are being met and exceeded.

9. Make recommendations for improvements to the Shelter Director and assist in the implementation of improvements for the intake and diversion process.

10. Triage participants to appropriate Intake and Diversion staff and monitor staff caseloads as needed.

11. Perform monthly reviews to ensure proper diversion planning and documentation.

12. Provide up-to-date information regarding community resources and partner agencies to Intake and Diversion staff.

13. Ensure all department records, files, and other required record-keeping are maintained in a professional, accurate, and confidential manner.

14. Consult and assist Intake and Diversion staff with difficult participants.

15. Attend weekly leadership meetings as requested.

16. Other duties include emergency shift coverage and crisis intervention as needed.

17. Enter information into SharePoint and monitor usage as required.

18. Provide daily work direction to staff on duty.

19. Ensure proper staffing levels per contractual requirements.

20. Ensure inventory control of all linens, blankets, cleaning supplies, or other rented items. Monitors program equipment and supplies inventory and takes appropriate action to replace or restock as needed.

21. Request office, cleaning, and other program supplies as needed per procedure.

22. Ensure the cleanliness of all campus facilities (e. g. , homes, dining hall, etc. ) at all times.

23. Request maintenance repairs as necessary.

24. Conduct safety drills.

25. Ensure staff demonstrates quality customer service.

26. Correct any safety concerns or hazards immediately. Report on unresolved safety concerns to the Shelter Director.

27. In conjunction with the Shelter Director, review program policy and procedures with all campus staff, making updates as needed.

28. Assist with the implementation and compliance of all 'Our Place' policies and procedures.

29. Ensure the safekeeping of all participant belongings per policies and procedures.

30. Role model positive behavior to help participants as they work towards housing.

31. Monitor and observe participant activities for noncompliance with program safety rules.

32. Answer client questions with clear and thorough communication.

33. Assist with grievance investigations as requested.

34. Review and monitor incidents, ensure accurate reports are submitted by the end of the shift, and report serious incidents to the director via the web-based SharePoint platform.

35. Review and monitor the information from incident logs and other databases for trends and patterns and provide training to staff as needed.

36. Participate in case conferencing, operational meetings, and community forums to stay informed of best practices and emerging trends in homelessness services.

37. May perform other duties as assigned.

B. Oversight of Intakes During Inclement Weather and Overflow:

1. Provide oversight for the intake process during inclement weather, ensuring all individuals seeking shelter are promptly and efficiently accommodated.

2. Manage the overflow intake process, ensuring it is organized and that immediate needs and housing options for guests are assessed appropriately.

3. Collaborate with shelter staff to coordinate the use of additional space and resources during periods of high demand due to weather-related events.

4. Ensure that all guests during overflow are provided with necessary orientation shelter policies and are ensured safety and comfort.

5. Oversee the accurate documentation of all overflow intakes in HMIS and ensure appropriate follow-up services are scheduled.

6. Monitor the provision of triage services during overflow, ensur.