211 LA County

Compensation

Full Description

Key Responsibilities and Duties: The Temporary Program Coach will be responsible for leading the agency’s functions related to assisting in the management of all aspects of 211 LA’s cooperative efforts with the Los Angeles Homeless Services Authority’s (LAHSA's) Winter Shelter and Augmented Winter Shelter programs and other funders/partners. The Program Coach will work closely with the Program Manager to ensure all housing programs and projects achieve contract requirements. POSITION ESSENTIAL FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO: • Provide leadership, training, guidance, communication, coaching, instruction, and professional development to staff, providing information and referral regarding our WS/AWS programs. • Create training materials and a training syllabus to utilize for new staff training and maintain up-to-date training materials; e.g., protocols, motel availability sheet, motel vouchers, etc. • Regularly listen to recorded and live customer interactions to assess staff performance in terms of professionalism, accuracy, and adherence to protocol and/or guidelines. • Resolve issues arising from inquirers in a timely manner and/or assist and counsel staff regarding their handling of difficult or unusual calls and requests; advise staff regarding problems and complaints from clients. • Develop and implement strategies to motivate staff and stimulate a high sense of business ownership and urgency. • Serve as the central point of contact for the coordination of WS/AWS activities. • Respond to the requests, requirements, and needs of our funder, LAHSA, vendors, and others with a positive service attitude; build appropriate, constructive, and effective rapport. • Maintain consistent, seamless ongoing communication between the Program Manager, internal teams, and program partners. • Collaborate with the Housing Program Manager to ensure staff are adequately trained and adhering to policy. • Check deadlines on incoming requests/ contractual requirements and proactively take action as needed. • Under the Housing Program Manager’s direction, maintain accurate data regarding participants, vouchers, and vendor invoices. • Conduct in-person motel inspections at motel sites within LA County as needed. • Attend virtual and in-person community events, meetings, and conferences as needed. Perform other duties and assignments in accordance with the established Agency's mission and values. Qualifications: • Bachelor’s degree in an applicable field, or substantially equivalent experience. • One or more years of experience in human services or information and referral resource work • Bachelor’s degree in an applicable field, or substantially equivalent experience • Ability to type 45–50 wpm with at least 90% accuracy • Strong computer skills, including proficiency in Microsoft Office and Google Workspace (Docs, Sheets, Slides, Drive), with the ability to adapt to new programs, software, equipment, and hardware as needed • Excellent professional communication skills (written and verbal), with the ability to interact effectively across diverse teams and stakeholders • Experience providing training and presentations, with strong skills in delivering information clearly and keeping audiences engaged. • Strong problem-solving skills, with the ability to address and resolve issues as they arise • One or more years of experience in human services or information and referral resource work. • Experience in training, presenting, and facilitating group discussions, with strong public speaking skills. • Experience working with data, including the ability to analyze, interpret, and present findings clearly. • Strong computer skills, including proficiency in Microsoft Office Suite, Google Workspace (Gmail, Calendar, Drive, Meet), and other tools such as Adobe, Zoom, and Microsoft Teams; ability to adapt quickly to new software and technology. • Highly organized, detail-oriented, and thorough, with strong communication skills to ensure processes are completed accurately. • Ability to coordinate multiple priorities and tasks simultaneously, demonstrating initiative and follow-through. • Strong problem-solving skills: able to identify and resolve issues in a timely manner, gather and analyze information effectively, and maintain confidentiality. • Open and adaptable to others’ ideas, with the ability to succeed in a fast-paced, changing environment. • Excellent oral communication skills, including the ability to speak clearly and persuasively in positive and negative situations, and deliver effective presentations. • Excellent written communication skills, including proofreading, grammar, and the ability to present numerical data effectively. • Reliable, punctual, and committed to maintaining a positive and professional demeanor; open to feedback and focused on continuous improvement. • Ability to work effectively with individuals from diverse cultures, ages, and economic backgrounds, including those who identify with or are part of a protected class. • Availability on short notice with a flexible schedule, as needed to respond to statewide or county-level weather emergencies or other emergency response activations. • Ability to work independently or as part of a team, with a proven ability to stay productive while working remotely. • Willingness to adapt to new challenges and program changes, while maintaining effectiveness in evolving environments. • Ability to travel as needed to support Agency objectives. • Typing proficiency of 45–50 wpm with 90% accuracy. • Current and valid driver’s license, with proof of insurance if operating a vehicle for Agency business. • Willingness to perform any and all responsibilities necessary to ensure the success of the Winter Shelter Program and the Agency overall. Compensation: $68,640 annually Physical Demands & Working Conditions: The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. • Ability to lift up to 20 pounds. • Prolonged periods sitting at a desk. Benefits: • Comprehensive health and wellness benefits • Retirement savings plan • Professional development opportunities • Flexible work arrangements • Employee assistance program Company DescriptionCompany Overview: 211 LA is a dynamic, forward-thinking organization committed to fostering a culture of innovation, inclusivity, and professional growth. As a leader in Information and Referral Services, we take pride in providing our employees with a supportive and collaborative environment where they can thrive and contribute to the success of our company.