TEMPORARY - Program Coach: Housing

INFORMATION AND REFERRAL FEDERATION OF LOS ANGELES COUNTY•Pasadena, CA

3d•$70,304 - $70,304•Remote

About The Position

Work Remotely and Make a Difference in Your Community! Since 1981, 211 LA has been a leader in the Information and Referral industry by providing access to comprehensive social services and disaster support for Los Angeles County residents, 24 hours a day, 7 days per week. POSITION: TEMPORARY Program Coach (Ends March 31, 2027) REPORTS TO: Program Manager STATUS: Full Time/ Exempt DEPARTMENT: Housing POSITION SUMMARY: The Temporary Program Coach supports the management of 211 LA's cooperative efforts with the Los Angeles Homeless Services Authority (LAHSA), and LA County Department of Homeless Services and Housing (HSH) on two programs: the Winter Shelter Program and the Emergency Response Program (ERP), and other partners. This role focuses on coaching and training staff who deliver the WS/ERP programs, maintaining data and program materials, and serving as a central point of contact for WS/ERP coordination, all in support of the Program Manager and the programs' contract requirements.

Requirements

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.
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, Docs, Sheets, Slides), Adobe, Zoom, and Microsoft Teams; ability to adapt quickly to new software, technology, equipment, and hardware.
Excellent written and verbal communication skills, including proofreading, grammar, presenting numerical data effectively, and speaking clearly and persuasively in positive and negative situations.
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.
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.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to evaluate and resolve problems involving multiple variables in complex situations.
Requires excellent interpersonal skills necessary to work effectively with internal and external customers.
Ability to manage high levels of stress; possess well-proven time management skills allowing movement from one task to another on a moment’s notice, and still complete projects on time.

Responsibilities

Provide leadership, training, guidance, communication, coaching, instruction, and professional development to staff, providing information and referral regarding WS/ERP programs.
Create training materials and training syllabi for new staff training, and maintain up-to-date materials (e.g., protocols, motel availability sheet, motel vouchers, etc.).
Regularly listen to recorded and live customer interactions to assess staff performance in professionalism, accuracy, and adherence to protocols and/or guidelines.
Resolve issues arising from inquiries in a timely manner and/or assist and counsel staff regarding their handling of difficult or unusual calls and requests; advise staff on problems and complaints from clients.
Develop and implement strategies to motivate staff and stimulate a high sense of business ownership and urgency.
Collaborate with the Housing Program Manager to ensure staff are properly trained and adhering to policy.
Serve as the central point of contact for coordinating WS/ERP activities.
Respond to the requests, requirements, and needs of our funders and partners, including LAHSA, LA County HSH, and vendors, 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.
Attend virtual and in-person community events, meetings, and conferences as needed.
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.
Perform other duties and assignments in accordance with the established Agency's mission and values.