Supportive Services Team Lead

Veterans Leadership Program

Veterans Leadership Program (VLP) is Western and Central Pennsylvania’s premier Veteran service organization. For 40 years, VLP has operated with a focus on empowering Veterans to navigate the transitions of life and supports every Veteran in reaching their fullest potential. With supportive and service-oriented expertise, VLP serves over 7,000 Veterans annually through comprehensive programs and partnerships. VLP is the largest provider of Veteran subsidized housing in Western Pennsylvania, operates two of the nation’s most effective employment programs, as well as holistic wellness and additional supports for Veterans and their families.

VLP is a team comprised of experienced leadership, support staff, and case managers including Veterans, National Guard, Army Reserve, family members of Veterans, and civilian supporters who are deeply committed to assisting any and every Veteran.

Overview of Position

The Supportive Services Team Lead is responsible for the day-to-day direction of the Client Assistants and the Veteran Service Navigators. Administrative oversight and training of the Supportive Services Team to ensure quality improvement in providing communication to Veterans and service providers. Will encompass a low-barrier approach to intake assessment of eligibility and referrals to programs and resources in a timely manner.

Location: Pittsburgh, Pa

Principal Duties

Administrative oversight of phone systems, voicemails, and admissions list to ensure appropriate distribution of workload.

Coordinate all Supportive Services Team meetings to include ongoing training, case conferencing of complex cases and high barrier emergency cases, as instances arise.

Create and maintain a positive team outlook with a goal of consistently providing a warm hand off to internal and external referral sources and communicating next steps to Veteran clients.

Responsible for internal process oversight and review.

Responsible for daily and weekly distribution of workload.

Collaborate with community partners and stakeholders to maintain and build relationships, communicate new and changing referral sources, ensure ongoing community knowledge and access of VLP services and programs.

Lead team members through crisis intervention, assessment, next steps and referral sources.

Ensure comprehensive outreach to community partners and service providers for easyaccess and knowledge of VLP services. Collaborate efforts to maintain and build community relationships for continuedpartnerships to include financial resources, training, and referrals.

Provide ongoing monitoring, supervision, skill and goal development to encompassperformance management requirements to all team members.

Maintain all client confidentiality and adhere to HIPAA requirements at all times.

Ensure all required documentation is consistent with VLP guidelines.

Maintain agency required productivity standards.

Develop project planning, communicate changes and updates on progress, complete tasks on time while managing team activities.

Knowledge, Skills and Abilities

Demonstrates a strong sense of customer service and our culture of going above and beyond.

Exceptional critical thinking, interpersonal and customer service skills.

Able to work in a fast-paced, high energy and team-oriented environment.

Excellent organizational skills with the ability to think proactively and prioritize work.

Detail-oriented, organized, motivated, meticulous, practical and flexible. Able to effectively handle multiple and shifting priorities.

Strong verbal and written communication skills. Able to effectively communicate information to clients and colleagues.

Ability to work independently and as a team member.

Maintain confidentiality.

Proficient knowledge of Microsoft Office Suite, internet, e-mail.

Ability to support the organization’s mission along with sensitivity of cultural and workplace harmony.

Experience and Education

Bachelor’s degree in business, communications, social work or related field preferred.

Minimum of three (3) to five (5) years’ successful experience in business,communications, social services, or similar position preferred.

FBI Act 73, criminal history, and Act 33 and Act 34 clearances.

Valid PA driver’s license and good driving record.

Demonstrated related experience may be substituted for preferred education