Program Coach

Key Responsibilities And DutiesThe Housing Program Coach will be responsible for leading the agency’s functions related to managing all aspects of 211 LA’s cooperative efforts with the Los Angeles Homeless Services Authority’s (LAHSA) Coordinated Entry System for Families (CESF) program and other funders/partners. The Housing 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 ToLead and Support Staff: Provide leadership, coaching, training, communication, and professional development to staff responsible for delivering information and referrals related to the CESF program.Training Development & Delivery: Design, implement, and maintain comprehensive training materials and a structured training syllabus for onboarding new staff.Ensure all training content—such as protocols, motel availability sheets, and voucher procedures—is accurate, up to date, and reflective of current program requirements.Coaching and Quality Assurance: Regularly monitor live and recorded customer interactions to assess staff performance, focusing on professionalism, accuracy, and adherence to complex CESF protocols and guidelines. Provide constructive feedback and ongoing coaching to promote continuous improvement.Issue Resolution & Staff Support: Serve as the first point of escalation for staff when complex or challenging client interactions arise.Provide real-time support, guidance, and resolution for issues and complaints raised by clients or stakeholders.Staff Engagement & Motivation: Develop and implement strategies to foster team motivation, accountability, and a strong sense of program ownership and urgency among staff.Program Coordination: Act as the primary point of contact for all CESF-related activities, ensuring effective coordination between internal teams, partners, and stakeholders.Stakeholder Communication: Respond promptly and professionally to requests from funders (e.g., LAHSA), vendors, and community partners.Build and maintain positive, productive relationships through effective communication and service orientation.Cross-Functional Collaboration: Work closely with Performance Coaches and the Housing Program Manager to ensure all staff are properly trained, supported, and compliant with CESF policies and procedures.Deadline and Compliance Monitoring: Track and manage incoming requests and contractual obligations, proactively addressing potential issues to ensure timely and accurate fulfillment.Data Management: Under the guidance of the Housing Program Manager, maintain accurate and up-to-date records related to participants, motel vouchers, and vendor invoicing.Site Visits: Conduct in-person motel inspections across Los Angeles County as required to ensure program standards are upheld.Community Engagement: Represent the agency by attending community events, meetings, and conferences—both virtually and in-person—as needed.Other Duties: Perform additional responsibilities and assignments in alignment with the agency’s mission, values, and program goals.QualificationsOne or more years experience in human services or information and referral resource work.Bachelor's degree in an applicable field or substantially equivalent experienceAbility to type 45– 50 wpm with 90% accuracyPractical and comprehensive computer skills, including Microsoft Office, Google Docs or equivalent (Word, basic Excel, PowerPoint), including the ability to use or adapt to new computer programs, software, equipment, and/or hardwareOrganized, detail-oriented, and extremely thorough while having the confidence and communication skills to complete work processes accurately and appropriately.Ability to coordinate multiple priorities/tasks concurrently and demonstrate initiative in completing projects.Demonstrated problem-solving skills and the ability to identify and resolve problems promptly; gather and analyze information skillfully and maintain confidentiality.Ability to remain open to others' ideas and exhibit a willingness to be effective in a fast-paced and regularly changing environment.Excellent oral communication skills with the ability to speak clearly and persuasively in positive and/or adverse situations and demonstrated group presentation skills.Excellent written communication skills; ability to read, write, and edit work by proofing for spelling and grammar; present numerical data effectively.Displays reliability, is committed and consistently at work on time with an upbeat demeanor, takes and follows instructions effectively, responds to management direction, and solicits feedback to improve performance.Ability to work effectively with individuals who identify as part of a protected class, including people from diverse cultures, ages, and economic backgrounds.Availability at short notice for an undetermined schedule as required to respond to a statewide or county-level hate-related incident or crime requiring an emergency response in the event of an unforeseen emergency.Ability to work independently or in a team setting; excel in working remotely without workspace distractions.Ability to accept new challenges and changes as the program grows; sustain effectiveness in a rapidly changing environment.Ability to travel as needed to achieve Agency objectives.Compensation: $68,640 annuallyPhysical Demands & Working ConditionsThe 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.BenefitsComprehensive health and wellness benefitsRetirement savings planProfessional development opportunitiesFlexible work arrangementsEmployee assistance program