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 is recruiting a full-time Service Coordinator at The Village on Sage Street in Reno, Nevada. The Village is primarily designed to serve working people earning minimum wage, or those with other income sources such as social security or disability, as a low-income housing option. 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.

Under the general work direction of the Community Administrator, this position will work with assigned insurance-based individuals moved into housing to assist them in retaining their housing while addressing other barriers they are currently facing. This position requires an in-depth understanding of the homeless population and the barriers to housing. The Case Manager should be well versed in and able to practice Trauma Informed Care, Motivational Interviewing and other case management methods. The Case Manager will connect with lodgers and facilitate them in successfully connecting with other services. The Case Manager must understand the services available and needs of the lodgers. Responsibilities will include but not be limited to: maintaining a strong and collaborative relationship with landlords and program partners, assisting lodgers with purchasing basic necessities, counseling lodgers on how to remain stable in housing long term (through budgeting, paying bills, housekeeping, community building, transportation awareness, seeking employment opportunities and vocational skill development, increasing income, healthy socialization, and maintaining connection to services such as mental health, medical, AOD, etc.).

OBJECTIVES/ACTIVITIES:

1. Responsible for performing daily work to accomplish the established objectives of the department.
2. Foster an environment free from ethnic or social prejudices and/or judgment.
3. Complete incident reports as required.
4. Communicate with participants, external service providers, and co-workers in a    professional manner.
5. Respond to client questions and concerns.
6. Provide clients with a supportive environment.
7. Comprehend and adhere to ethical guidelines and confidentiality laws.
8. Communicate and comprehend oral and written instructions.
9. Report all infractions of policies to the appropriate manager.
10. Perform other duties as assigned.
11. Utilize de-escalation and conflict resolution techniques to support a safe and stable living environment.

1. Responsible for case management.
2. Complete appropriate assessments for clients’ needs.
3. Determine client eligibility for additional services.
4. Participate in outreach to locate clients.
5. Attend regular case staff meetings with service providers and care team to coordinate care and share updates on client progress.
6. Lead client-based groups and meetings, including individual one-on-one appointments.
7. Explain and link clients to agency and community services.
8. Assist clients in accessing community services when appropriate.
9. Act as a liaison between clients on the partnered medical provider to facilitate access to health services, coordinate care, and support follow-through on medical appointments.
10. Provide crisis intervention.
11. Inform clients of housing options.
12. Maintain a caseload of clients.
13. Ensure all intake paperwork is complete and accurate.
14. Request appropriate releases of information as required.
15. Enter client data into HMIS and Onesite accurately and within 24 hours.
16. Assist in transitioning clients into permanent housing.
17. Complete the individualized service plan with client driven goals
18. Assist participants in securing benefits and/or income through vocational training, employment services, and job readiness programs.
19. Order and distribute groceries on a weekly basis to participants.
20. Assist in oversite of site-wide food pantry operations.
21. Review individualized service plan with client and update as progress is made.
22. Advocate on behalf of the client.
23. Attend other agency events and meetings to collaborate with our services.
24. Respond to agency inquiries and return calls to other agencies within one working day.
25. Maintain client confidentiality.
26. Participate in Volunteers of America and outside training sessions.
27. Stay current with all Federal Fair Housing Trainings and Regulations.
28. Perform other reasonably related duties as assigned by the supervisor.

1. Responsible for training and development of new staff.
2. Assist in department orientation and training for new employees as requested to ensure quality work outcomes.
3. Identify appropriate ongoing training for both new and existing staff and report needs to management.
4. Maintain an above average working knowledge of fire, safety, and health standards to assure a safe work environment for clients and all personnel.

EQUIVALENT EDUCATION AND EXPERIENCE:

A bachelor’s or A.A. in social work, human services, or related field is preferred. Must have basic knowledge and understanding of property management, fair housing, and renter responsibilities. Ability to communicate utilizing Motivational Interviewing and Trauma Informed Care techniques is required. This position requires demonstrated ability to communicate and comprehend oral and written instructions and requires general knowledge of issues and challenges unique to low income, homelessness, minorities, and persons with disabilities; must be able to utilize a range of interventions to work with clients with varying needs and levels of functioning.  Must exhibit cultural competency, which is defined as a set of values, behaviors, attitudes, and practices within a system, organization, program or among individuals, which enables them to work effectively, cross culturally. Further, it refers to the ability to honor and respect the beliefs, language, interpersonal styles and behaviors of individuals and families receiving services, as well as staff who are providing such services. VOA strives to achieve cultural competence in a dynamic, ongoing, developmental process that requires long-term commitment. This position requires CPR and First Aid training within (90) days of employment date and recertification as necessary. A valid Nevada driver license and ability to meet organization’s insurance carrier guidelines are required.

SPECIFIC SKILLS REQUIRED:

Excellent verbal and written communication skills

Ability to assist and motivate individuals

High level of adaptability and flexibility

Critical thinking, analyzing information, and making reasonable decisions

Skilled in Microsoft 365 computer applications

Excellent organizational skills

Fluency in English, legible handwriting, skills in record-keeping

Ability to de-escalate crises and assist residents and staff in emergencies

PHYSICAL REQUIREMENTS:

Lift and move up to 40 pounds. May be required to lift items occasionally.

Stand, walk, and sit frequently.

Climb stairs as needed.

Bend, stoop, and kneel occasionally.