Staff Standards and Expectations
Our staff are the foundation of everything we do. Every team member is held to the highest standards of professionalism, compassion, and accountability.
Universal Standards (All House Types)
Regardless of which program a staff member works in, the following standards apply to every single person on our team. These are non-negotiable and represent the baseline of who we are as an organization.
How Staff Should Treat Residents
- Treat every resident with dignity, respect, and genuine compassion at all times
- Never raise your voice, use demeaning language, or speak about residents in front of others
- Address residents by their preferred name and respect their personal boundaries
- Listen actively when a resident speaks. Give them your full attention
- Never share a resident's personal information with unauthorized individuals
- Maintain professional boundaries while still being warm and approachable
- Report any concerns about a resident's wellbeing immediately to the house manager
Professional Conduct
- Arrive on time for every shift. Notify your supervisor immediately if you will be late or absent
- Dress professionally and maintain a clean, neat appearance at all times
- No personal phone use during active duty hours unless on break
- No substance use of any kind on property or while on duty
- Maintain confidentiality about all residents, operations, and internal matters
- Complete all required documentation accurately and on time
- Participate in all required training sessions and staff meetings
Required Training (All Staff)
- CPR and First Aid certification (renewed annually)
- Trauma-informed care training (completed before first shift)
- HIPAA compliance training (renewed annually)
- Mandated reporter training (completed within first 30 days)
- Cultural competency and sensitivity training
- De-escalation and conflict resolution training
- Fire safety and emergency evacuation procedures
- Food safety and handling (if involved in meal preparation)
Zero Tolerance Policies
- Any form of abuse, neglect, or exploitation of residents
- Theft or misuse of resident property or organizational funds
- Substance use on property or arriving to work under the influence
- Romantic or sexual relationships with residents
- Discrimination based on race, gender, religion, sexual orientation, or disability
- Retaliation against residents or staff who report concerns
- Falsifying records, documentation, or reports
Second Chance Housing Staff Requirements
Staff working in our second chance housing program work with individuals rebuilding their lives after incarceration, substance recovery, or other significant challenges. This requires a specific skill set and mindset.
Additional Training Required
- Substance abuse awareness and relapse prevention training
- Motivational interviewing techniques
- Understanding the criminal justice system and reentry challenges
- Boundary setting and maintaining structure without being punitive
- Crisis intervention and de-escalation (advanced level)
- Understanding co-occurring disorders (mental health and substance use)
How Staff Should Approach Residents
- Lead with accountability, not punishment. The goal is growth, not control
- Enforce house rules consistently and fairly. No favoritism, no exceptions
- Celebrate progress, no matter how small. Acknowledge effort and improvement
- Be direct and honest. Residents in this program respond to straightforward communication
- Do not judge residents for their past. Focus on who they are becoming
- Maintain firm boundaries while still showing genuine care and investment in their success
- Model the behavior you expect. Be punctual, organized, and respectful
Daily Responsibilities
- Conduct daily check-ins with each resident
- Monitor compliance with house rules and curfews
- Document any incidents, concerns, or notable progress
- Coordinate with case managers and parole/probation officers as needed
- Facilitate or support group meetings and activities
- Conduct regular room inspections (with respect and professionalism)
- Ensure common areas are maintained and house standards are upheld
Veteran Assistance Living Staff Requirements
Staff working with veterans must understand military culture, service-connected conditions, and the unique challenges of transitioning from military to civilian life. Respect and understanding are paramount.
Additional Training Required
- Military culture awareness and sensitivity training
- PTSD awareness and response training
- Traumatic Brain Injury (TBI) recognition and accommodation
- VA benefits navigation and resource coordination
- Suicide prevention training (specific to veteran populations)
- Understanding military sexual trauma (MST) and its impacts
- Moral injury awareness and support strategies
How Staff Should Approach Residents
- Respect their service. Never minimize or question their military experience
- Use clear, direct communication. Many veterans respond well to structure and clarity
- Be patient with residents who may struggle to ask for help. Many were trained to be self-reliant
- Understand that hypervigilance, sleep disturbances, and startle responses are common and not personal
- Create a sense of camaraderie and belonging. Many veterans miss the brotherhood/sisterhood of service
- Never force participation in activities. Offer, encourage, but respect their autonomy
- Be aware of dates and events that may trigger difficult emotions (anniversaries, holidays, military events)
Daily Responsibilities
- Conduct wellness checks with each resident (respectfully, not intrusively)
- Coordinate with VA case managers and healthcare providers
- Assist residents with appointment scheduling and transportation coordination
- Facilitate peer support activities and community building
- Document any changes in behavior, mood, or health status
- Maintain a calm, structured, and predictable environment
- Support residents in their employment and education goals
Assisted Living Staff Requirements
Staff working in our assisted living homes provide direct personal care to seniors and individuals with physical or cognitive limitations. This requires specialized training, patience, and a genuine heart for caregiving.
Additional Training Required
- Caregiver certification (Arizona-approved training program)
- Medication administration training and certification
- Dementia and Alzheimer's care training
- Fall prevention and safe transfer techniques
- Nutrition and special dietary needs training
- End-of-life care and hospice awareness
- Infection control and prevention
- Activities of Daily Living (ADL) assistance techniques
How Staff Should Approach Residents
- Always preserve dignity. Even when assisting with intimate personal care, treat every moment with respect
- Speak clearly and at an appropriate volume. Never talk over, around, or about a resident as if they are not there
- Be patient. Tasks may take longer. Rushing a resident creates anxiety and increases fall risk
- Encourage independence wherever possible. Help them do things for themselves rather than doing everything for them
- For residents with cognitive decline, use simple sentences, maintain eye contact, and use a calm tone
- Never argue with or correct a resident with dementia. Redirect gently and validate their feelings
- Build genuine relationships. Learn their stories, their preferences, and what brings them joy
- Communicate regularly with family members. They trust you with their loved one
Daily Responsibilities
- Assist residents with all activities of daily living as outlined in their care plan
- Administer medications on schedule and document accurately
- Monitor and document vital signs, food intake, and fluid intake
- Maintain a clean, safe, and comfortable living environment
- Prepare nutritious meals according to dietary requirements
- Facilitate social activities and engagement throughout the day
- Report any changes in condition to the house manager and healthcare providers
- Complete shift notes and incident reports before leaving
- Ensure all safety protocols are followed (bed rails, alarms, lighting)
Staffing Ratios and Coverage
Second Chance Housing
- House Manager: 1 per location
- Day Staff: 1 per 8 residents
- Evening Staff: 1 per 10 residents
- Overnight: On-call coverage
- Case Manager: 1 per 15 residents
Veteran Assistance Living
- House Manager: 1 per location
- Day Staff: 1 per 8 residents
- Evening Staff: 1 per 8 residents
- Overnight: On-call coverage
- Peer Support: 1 per 10 residents
Assisted Living
- House Manager: 1 per location
- Day Caregivers: 1 per 5 residents
- Evening Caregivers: 1 per 6 residents
- Overnight: 1 awake staff on site
- Nurse (LPN/RN): On-call 24/7
Join Our Team
If you share our values and want to make a real difference in people's lives, we would love to hear from you.
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