2021-2022Course Catalog

Human ResourcesLearning & Development

The VOALA Learning & Development team strives to provide employees with high-quality original training content that will best serve the needs of

programs and ultimately lead to improved outcomes for those we serve. To do this, we have several registered trademarks associated with

the training that we have developed.

FOLK HERO refers to our leadership development model which sets expectations and best practices for leadership actions and behaviors.

PLR, or People Leader Readiness, is used for our own People Leader Readiness Essentials course, which is a robust training that has been designed by the

Learning & Development team to help prepare new leaders for success in their role.

LADDER is used to signify the general employee development principles that we hold on the Learning & Development team.

ER, or Employee Readiness, is used for trainings that are geared towards more general topics, such as professional development trainings.

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Learning & Development Course Catalog

The Learning and Development team is a division of the

Volunteers of America Los Angeles Human Resources

Department.

This catalog is a guide through the various

training and development programs offered by

Volunteers of America Los Angeles.

What people are saying about training at VOALA…

My favorite part about the CARE Workshop was that it was organized and

flowed smoothly, the confidence and openness the trainers had throughout

the workshop, and the feedback received from others in the different

departments of VOALA. Thank you!

My absolute favorite part of the customer service training

was being able to talk about our array of difficult situations

that arise with working with high risk clients and the hands-

on training was very effective.

My favorite part of the leadership training was the interaction with other

VOALA employees, the presenters, and the interactivity.

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What people are saying about training at VOALA…

My absolute favorite parts of the Community Health Worker

training program were the discussions with my fellow CHWs on

how they would approach different situations with clients, role

play videos on how to practically work with clients, and

information on specific diseases and health problems. I loved

working with this team!

Thank you so much for the opportunity to gain some new ideas and

experience in order to help me in becoming a more well rounded

leader with the staff I work with.

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THE LEARNING & DEVELOPMENT TEAM

LEARNING & DEVELOPMENT SPECIALIST IIDanyelle Diaz joined VOALA in April 2021. Danyelle has over 6 years of experience in learning and development and has a Master’s Degree in Business Management and Organizational Development and Change. She is passionate about inspiring leaders to develop their skills to build high performing teams.

LEARNING & DEVELOPMENT SPECIALISTRicardo Guerra Caban worked with Suicide Prevention, providing Crisis Counseling and Community Outreach services. Ricardo has a Ph.D. in Industrial/Organizational Psychology and has years of experience hiring, training and managing counselors who provided services to those experiencing mental health crisis.

INSTRUCTIONAL DESIGNERMcCall Richards designs educational program curriculum and instructional materials. Prior to joining the L&D team in her current role, McCall served as the training specialist for the Disneyland Resort Parades department, where she performed for many years. She strives to bring a little magic into her passion for training and professional development.

LEARNING & DEVELOPMENT SPECIALISTSalena Soria completed a service term in Peace Corps Madagascar as a Community Health Trainer. She has a Master’s of Science in Industrial/Organizational Psychology, and undergraduate degrees in Nutrition and Food Sciences/Psychology. Salena has fallen in love with training and is excited to develop and facilitate trainings for VOALA.

LEARNING & DEVELOPMENT MANAGERJustin Limon has been serving on the Learning & Development team at VOALA for over 3 years. He oversees department operations and partners with leaders throughout the organization to understand training needs for all teams. Justin has prior experience in non-profit training management and worked overseas as a learning & development manager in Vietnam.

LEARNING & DEVELOPMENT COORDINATORThe Learning & Development Coordinator handles the VOALA Learning Portal, ensuring that all courses are up to date and properly updated to the portal, as well as runs various completion reports. The L&D Coordinator also ensures that all training logistics are in place to ensure training events run smoothly.

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Table of Contents

Instructor Led Courses

Care Program ……………………………………………………………………………………………………PG. 12

People Leader Readiness Essentials ………………………………………………………………...PG. 13

Leadership Development …………………………………………………………………………..…….PG. 14

CPI Verbal Intervention …………………………………………………………………………………….PG. 15

Customer Service ……………………………………………………………………………………………..PG. 15

New Monitor ……………………………………………………………………………………….………….PG. 16

Community Health Worker ………………………………………………………………………….....PG. 16

Coaching for Feedback .………………………………………………………………………………..…PG. 17

Peer to Lead / Supervisor ……………………………………………………………………………..…PG. 17

Facilitation Skills Basics …………………………………………………………………………………...PG. 17

E-Learning Courses

Case Manager Training …………………………………………………………………………………...PG. 19

Custodian Training ………………………………………………………………………………………....PG. 20

Customer Service (Review) ………………………………….………………………………………...PG. 20

Fraternization Policy Training ………………………………………………………………………...PG. 20

New Monitor Training (Review) …………………………………………………………………....PG. 20

Adult Services Online Safety Training ……………………………………………………..………PG. 21

Children Services Online Safety Training ………………………………………………………..PG. 22

COVID19 Safety Training ………………………………………………………………………….....…PG. 25

Course Formats ……………………………………………………..…..………………………………………PG. 7

Accessing the Learning Portal ……………..……………………………………………..………………PG. 8

Preparing for Virtual Courses ……..…………..…….………...……….………………..………..PG. 9 - 10

Training at VOALA

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E-LEARNING COURSES

E-Learning courses are online classes available through the VOALA Learning Portal. E-Learning courses are accessible anytime and should be completed during employee work hours. The course contents could include video instruction, reading material, and tests. Once finished, courses will appear on employee’s transcript as completed.

INSTRUCTOR LED COURSES

Volunteers of America Los Angeles offers virtual courses through Zoom. These classes are facilitated by subject matter experts, members of the VOALA Learning and Development team, or department leadership. Participants are expected to treat virtual instructor-led courses as professional in-person classes.

COURSE FORMATS

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Accessing the Learning Portal

Visit https://n11.ultipro.com/Login

Sign in using provided VOALA account information.

In the menu bar, found on the left hand side of the screen, click Learning Portal.

This link will redirect you to the VOALA learning portal (Cornerstone On Demand).

If username or password needs to be reset, contact HR Services:

HRService@voala.org

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Once in the Learning Portal, all training assigned to you will appear in “Your Training” on the home page. You may select the training to begin program.

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Finding Training

4You may also search for a specific training using the search button on the top right hand corner of the Learning Portal home page.

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Preparing for Virtual Courses

AUDIO

Please find a quiet, distraction-free place to attend class. To ensure background noise is reduced, please mute microphone when not in use. Headphones are recommended.

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Participants are expected to enable video, when possible. Please use the provided VOALA virtual background.

VIDEO

PARTICIPATION

Participants are expected to engage in course activities and discussions. Note-taking is welcome and encouraged. Please treat instructor-led Zoom classes as professional environments (as if you were in a classroom).

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Launch the meeting ahead of class start time. The meeting host will grant permission for entry.

Use a device equipped with a camera and keep it enabled throughout training. Cameras may be turned

off during breaks.

Dress in appropriate work attire. Training is a professional activity. Approach it the same way if it were in

any other professional environment.

Keep microphone muted during the presentation unless speaking.

Actively participate in the training. Ask and respond to questions, listen to the speaker, engage with

others, and participate in activities.

Remove any distractions from immediate area to remain fully engaged in course content.

Log into training using full name. Adding preferred pronouns is welcomed.

Preparing for Virtual Courses

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INSTRUCTOR LED COURSES

THE VOALA CARE PROGRAM

CTA STYLES30 MIN E-Learning

Do you know your CTA Style? CTA: Communication, Thoughts, Actions. Take the CTA self-assessment, which will help you understand how you can work with people with different CTA styles. This course is

all about learning how to adapt.

UNCONSCIOUS BIAS30 MIN E-Learning

Unconscious Bias covers the basic concepts of unconscious bias and promotes diversity and inclusion in the workplace. This course provides opportunities to shift perspectives and experience the world in

a way that challenges us to examine how we think about the people around us.

VOALA CARE WORKSHOP4 HR Instructor Led Course

This VOALA CARE workshop will help participants understand how to create a more respectful and inclusive environment at work and at home and to build organizational effectiveness through conflict

resolution and non-defensive communication. Classes are currently held:Mondays & Wednesdays 10am-12pm

Tuesday & Thursdays 1pm-3pm

Instructor Led Courses

With the world becoming more mobile and diverse, diversity and inclusion has taken on a new importance in the workplace and has a direct impact on employee relationships.

The VOALA Care Program is a required training for all employees.

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LEADERSHIP DEVELOPMENT

Project Management8 HR Instructor Led Course

The 4 Essential Roles of Leadership8 HR Instructor Led Course

The 6 Practices for Leading a Team8 HR Instructor Led Course

The VOALA Learning & Development team has partnered with content providers to bring you the latest, most relevant leadership development training courses that are

out there today. We provide courses that will help you build better relationships with your team and other employees, effectively manage tasks and projects, and drive

better performance from your team, which will ultimately lead to improved outcomes for those we serve.

Instructor Led Courses

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PEOPLE LEADER READINESS ESSENTIALS

The People Leader Readiness Essentials Program is a course that teaches leadership behaviors and skills competencies. Participants will learn VOALA policies, procedures and employee standards of

conduct. PLRE breaks down the structure of each company department and teaches leaders how to make their programs successful.

New Leader Onboarding

Leadership12 HR Instructor Led Course

Participants will the learn skills, traits and competencies to become a successful and effective leader.

Human Resources14 HR Instructor Led Course

The second 2-day module introduces participants to various Human Resource departments to understand their functions, policies, and ethical standards.

Systems & Operations8 HR E-Learning Course

The final 1-day module is a series of e-learning courses that teach the various systems used within the Human Resources Department.

New leader onboarding is an important step for all new leaders to know what program-specific expectations there are, along with what they will need to learn and who they can turn to for support.

Instructor Led Courses

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CUSTOMER SERVICE FOUNDATIONS4 HR - INSTRUCTOR LED ZOOM WORKSHOP

Hi there, how can I help you? Let’s identify key actions, characteristics, and qualities that provide high-quality customer service. We will implement these skills in our professional roles to provide a well-rounded and satisfied customer.

This course consists of the following topics:

VOALA History & Mission

Customer Service Expectations

Principles of High Quality Service

Handling Difficult Program Participants

Self-Care

CPI VERBAL INTERVENTION6 HR - INSTRUCTOR LED ZOOM WORKSHOP

CPI Verbal Intervention incorporates trauma-informed and person-centered approaches. The program trains staff to respond to crisis situations with a focus on prevention using verbal de-escalation skills and strategies where restraint is appropriate.

This training has two parts:

Part A (Online) consists of 5 modules and a quiz. You must pass the quiz with a score of 80% or better to get credit for the training.

Part B (Classroom) is a live Zoom class, which is held every Thursday from 10:00am- 2:30pm. Please work with your supervisor to choose the best day for you to register.

You must complete the online training (Part A) before you can choose a date for your classroom training (Part B).

This is a certification course. Once you complete all of the components of the CPI training, you will receive a certificate.

Instructor Led Courses

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NEW MONITOR TRAINING4 HR - INSTRUCTOR LED ZOOM WORKSHOP

Acquire the skills and knowledge to become a successful Community Health Worker. Learn how CHWs help clients reach their full potential to achieve well-being and reduce health disparities within the community. This training is designed to support current and new community health workers looking for ways to help their communities and their clients.

This course will prepare community health workers with the tools and skills needed to successfully and effectively support their clients and community by providing exceptional care management.

This course includes the following topics:

Intro to the CHW

Understanding Public Health

Promoting Health: Care Management

Motivational Interviewing

Action Planning & Documentation

Outreach

Population Studies

COMMUNITY HEALTH WORKER TRAINING100 HR – INSTRUCTOR LED ZOOM WORKSHOP

This training is designed to equip operations staff with the necessary skills and knowledge to maintain a positive, professional, and healthy working and living environment.

The training presented is targeted at helping operational staff, specifically new and current monitors, to fully understand the monitor role and the attitudes and behaviors that are expected while working with clients and colleagues.

This course consists of the following topics:

About VOALA

Monitor 101

Professionalism

De-Escalation

First Responder

Gender & Sexuality Orientation Sensitivity

Incident Documentation

Instructor Led Courses

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In this course, supervisors will learn the basics of conducing a live training session or meeting, both in-person and through Zoom. You’ll learn how to understand the needs of your learners, develop training materials, and what to look for to ensure that your training had the results you were expecting and know how to improve for next time. You will also learn how to use the various technological tools that Zoom has.

FACILITATION SKILLS BASICS (for people leaders only)1 HR - INSTRUCTOR LED ZOOM WORKSHOP

In this course, supervisors will learn how to give accurate, effective, and timely feedback to their team as a means of developing their employees. You will get a hang of the coaching process as well as practice how to give feedback for correction and feedback for reinforcement. This training is part of the VOALA People Leader Readiness Essentials.

COACHING FOR FEEDBACK (for people leaders only)1 HR - INSTRUCTOR LED ZOOM WORKSHOP

This is the first course in the Leadership Readiness Program of VOALA. This course is designed to help those transitioning into their first leadership roles at VOALA through a combination of e-learning courses, personal reflection and a meeting with one of VOALA’s experts on leadership development.

PEER TO LEAD / SUPERVISOR (for people leaders only)2 HR - INSTRUCTOR LED ZOOM WORKSHOP

Instructor Led Courses

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E-LEARNING COURSES

CASE MANAGER TRAINING

The Case Manager Training is a 4 module online course that teaches the fundamental job roles, functions, and responsibilities of being a case

manager for Volunteers of America Los Angeles.

PROFESSIONALISM, ETHICS, & BOUNDARIES

Learn about professionalism and ethics as a case manager for Volunteers of America Los Angeles. Hear about many of the common ethical dilemmas that case managers face on a daily basis and how being more aware of these challenges can help case managers choose the best option.

ENGAGMENT & MOTIVATIONAL INTERVIEWING

In part 2, learn the importance of client engagement. Case managers make crucial impacts on clients. When there is strategy to increase engagement in program’s services, clients are

set up for success. Learn the tools and skills to motivational interviewing for client progress.

HARM REDUCTION & TRAUMA INFORMED CARE

Learn about harm reduction and trauma informed care. This training covers the basics of each subject, as well as some guiding principles to put into practice at your program.

DOCUMENTATION

Why is it so important to document our work? Let’s find out! Learn how to conduct an engaging intake and initial assessment. Then, learn

about the Golden Thread and how it is used to tie custom-tailored goals to treatment plans and case notes. Documentation guarantees success for our program and our clients.

E-Learning Courses

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CUSTOMER SERVICE TRAINING (REVIEW)1 HR – E-LEARNING COURSE

Need a refresh on your customer service skills? Take this 1 hour e-learning course to fortify the skills needed to provide the best customer experience.

NEW MONITOR TRAINING (REVIEW)1 HR – E-LEARNING COURSE

Calling new monitors! Take this online course to review what you’ve learned in New Monitor Training. Evaluate and assess your skills as a new monitor with this refresh training.

FRATERNIZATION POLICY TRAINING 25 MIN – E-LEARNING COURSE

Uh oh, did we cross a line? It Is important we keep relationships with clients professional. Let’s learn the harms of fraternization, warning signs of fraternization, what to do when fraternization happens, and how to keep things professional.

Clean up everybody, everywhere! Let’s learn the daily job tasks a custodian performs, as well as some tips on how to maintain a professional demeanor at work. Learn about the important safety measures to take into consideration when cleaning facilities, shelters, and when handling cleaning chemicals.

CUSTODIAN TRAINING1 HR – E-LEARNING COURSE

E-Learning Courses

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Access Control: Policy & Standards

Active Shooter

Contaminated Sharps

Critical Incident Reporting

Fire Extinguisher Procedure

Fire Extinguisher Training

Fire, Life, and Safety 101

Fire Watch

Opening a New Site (for people leaders only)

Safety at VOALA

Safety Committee

Site Safety (for people leaders only)

Smoke and Fire Alarm Systems

Smoke Detector Monitoring Procedure (for people leaders only)

ADULT SERVICES ONLINE SAFETY TRAINING

E-Learning Courses

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CHILDREN’S SERVICES ONLINE SAFETY TRAINING

Access Control: Policy & Procedure

Children’s Services Online Safety Training

Contaminated Sharps

Fire Extinguisher Training

Fire, Life and Safety 101

Incident Reporting in Child Care Programs

Integrated Pest Management

Safety Committee

Smoke and Fire Alarm Systems

Safety Practices in Child Care

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E-Learning Courses

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Professional SkillsLeadership Development

Time ManagementCommunication

SafetyWorkplace Safety

Fire Safety

ComplianceHarassment Prevention

CybersecurityHIPAA

Diversity, Equity, InclusionIntercultural Competence

Building Diverse TeamsGenerational Diversity

The VOALA Learning Portal is loaded with a variety of trainings from our content partner, OpenSesame, offering 100 online courses in areas such as business skills, leadership, technology, wellness, and clinical subject matter!

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Technology Microsoft Office

CertificationsProject Management

Industry SpecificHealthcareMental Health

WellnessMindfulness & MeditationWork/Life ManagementStress ManagementHealth

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VOALA COVID19 TRAININGCOVID19

COVID19 Vaccination Facts7 MIN E-Learning Course

COVID19: Protocols & Guidelines7 MIN E-Learning Course

COVID19 Stay the Course11 MIN E-Learning Course

COVID19 Essentials8 MIN E-Learning Course

E-Learning Courses

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Courses I’m Interested In

Name of Training Courses I’m Interested In…

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Learning & Development Team Training@VOALA.org

Volunteers of America Los Angeles3600 Wilshire Blvd Ste 1500

Los Angeles, CA 90010213-389-1500