Customer Service Specialist

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, a Certified Great Place to Work, is currently recruiting for variable hour Support Staff positions at our X Street Navigation Center. In partnership with the City of Sacramento, this 100-bed shelter provides a safe place for adults struggling with homelessness, as well as case management and housing assistance, with the goal of moving our guests out of homelessness and into independent living. We are currently hiring for Overnight Shift which starts at 10:00 PM and ends at 6:30 AM the next day, Swing Shift which starts at 2:00 PM thru 10:30 PM, and Day Shift Shift which starts at 6:00 AM thru 2:30 PM.

POSITION SUMMARY:

The Shelter 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:

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

1. Explain program rules and regulations to residents and facilitate residents’ observance of the rules.
2. Coordinate meal preparation/service, bed/sleeping assignments, showers, laundering, and other daily routines.
3. Provide “awake” shift coverage and maintain ground security at all times. Conduct
hourly safety and security checks during designated periods.
4. De-escalate crisis before it develops and respond to crisis in an appropriate manner,
providing emergency assistance to clients and co-workers as necessary.
5. Maintain daily reports to provide statistical information.
6. Respond to all client questions and concerns.
7. Perform clerical duties on shift, i.e. answer telephone, record message, and file as necessary.
8. Maintain clear, thorough, routine communication with all residents.
9. May perform other duties as assigned.

B. Responsible for assistance with client development.

1. Support the Volunteers of America Staff in implementing plans to assist the residents in the successful completion of the program.
2. Role model positive behavior to help clients as they work towards self-sufficiency.

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

1. Document and report all client concerns and/or infractions that can impact the program’s security and safety. 
2. Secure approval for exceptions to standard policy.
3. Notify management of potential workflow problems and resource needs necessary to attain performance standards. 
4. Adhere to staffing schedules in order to provide adequate/safe staffing coverage and to accomplish program objectives.
5. Communicate with all staff, service providers, and external county/state/city program representatives as required.
6. Direct available resources as required.
7. Comprehend and adhere to ethical standards, program philosophy guidelines, and confidentiality laws. 
8. Maintain an above-average working knowledge of fire, safety, and health standards to ensure a safe work environment for clients and all personnel.

D. Responsible for Security tasks.

Client Check-In and Check Out
1. Verify the identity of individuals entering or exiting the premises.
2. Maintain accurate records of client entries and departures. 

Weapon Detection and Prevention and Storage 
1. Use handheld metal detectors (wanding) to ensure no weapons are brought onto the premises.
2. Follow strict protocols for handling suspicious items or individuals.
3. Conduct thorough searches of bags and personal belongings.
4. Ensure prohibited items, such as drugs or paraphernalia, are not brought in.
5. Identification and storage of items prohibited in the shelter. 

Surveillance and Monitoring 
1. Operate security cameras and monitor activity to ensure safety of shelter guests and staff.
2. Report and respond to any signs of breaches or misconduct. 

Communication During Medical Emergencies
1. Coordinate with staff to ensure swift response to medical situations.
2. Facilitate clear and efficient communication between involved parties.

Conflict Resolution 
1. Assist in de-escalating verbal or physical altercations to maintain the safety of all community members.
2. Use de-escalation skills to diffuse tense situations without compromising security. 

Emergency Response
1. Contact emergency personnel, such as EMS, Fire or law enforcement, when necessary.
2. Document the incidents and actions taken during emergencies; log first responder information.
3. Other duties as assigned

EDUCATION AND EXPERIENCE:

This position requires 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 be able to utilize a range of interventions to work with clients with varying needs and levels of functioning. Must have the flexibility to work irregular hours and have the willingness to function as a team member. Computer skills required. Requires CPR and First Aid training within ninety (90) days of employment, re-certification as necessary and T.B. testing annually.

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
Analytical and decision-making ability

PHYSICAL REQUIREMENTS

Lift and move up to 40 pounds
Physically able to safely maneuver weight distribution of a guest in an emergency situation 
Repetitive movements such as mopping or vacuuming
Ability to climb stairs regularly
Stand, walk, bend, stoop, sit frequently, and kneel occasionally