Lead Guest Services Coordinator Theodora Family Hotel

WHAT MAKES VOA SPECIAL

VOAC recognizes the unique needs of the older adult who needs a wheelchair ramp to stay at home safely and the preschooler whose family needs additional resources. VOAC supports veterans efforts to exit homelessness as well as provides a safe place for survivors of domestic violence. Wherever VOAC goes it combines relationshipbuilding volunteers and quality services to lift and support our neighbors efforts to become selfsufficient and reach their full potential.

**The Lead Guest Services Coordinator at the Family Motel is directly responsible for the oversight of the Family Motel Front Desk and other operational items throughout their shift. Job duties include supporting the needs of the guests staying at the Family Motel and monitoring their safety and wellbeing overseeing facility cleanliness while on shift coordinating occasional activities as well as accurately maintaining census and other administrative duties. Lead duties include maintaining the staff schedule obtaining staff coverage due to planned absences and ordering supplies. The Lead Guest Services Coordinator may develop specialty areas including housing employment benefits or others as indicated by the needs of the program.

Family Motel serves populations on location in three programs: family shelter respite shelter and a Veterans program. Service modalities include Trauma Informed Care Harm Reduction Motivational Interviewing Crisis Deescalation and Critical Time Intervention.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Ensures that the guests voice is heard and when appropriate the guests ideas play a prominent role in programming.

Demonstrates knowledge of guestspecific resources a passion for serving the population and people experiencing homelessness and the ability to contribute to the programwide objectives of a diverse and dynamic team.

Clearly documents all client interactions along with required eligibility and demographic information. Ensures timely reporting within data entry systems and hard copy files in accordance with guidelines. Develops specialized knowledge related to service delivery database systems within the organization including Service Point and Homeless Management Information System (HMIS).

Performs duties in a professional manner by maintaining the confidentially of all information and by participating effectively within and across teams.

Maintains physical and emotional safety of all guests in the facility. Manages the milieu and addresses guest conflict immediately to deescalate. Contacts emergency personnel as necessary and will accurately and adequately complete any reports or documentation required.

Supports team members by serving as a resource for analyzing and solving problems and staying abreast of current issues and theories within the field.

Conducts shelter operations such as assisting in supplying linen and personal items building walkthroughs and enforcing program rules.

Maintains regular front desk duties that include but are not limited to answering phone calls taking messages accepting donations handling mail distributing bus tickets/passes. Attends staff meetings and training as scheduled. Participates as an equal member of the Family Motel team.

Monitors activities of the Motel by reviewing shift logs and responds to needs appropriately.

Notifies Maintenance of needed repairs and other concerns in a timely manner.

Takes action to discharge Motel guests who have failed to comply with established requirements and applicable laws.

Performs job responsibilities in accordance with the Social Work Code of Ethics.

Performs all other duties as assigned.

Lead Guest Services Coordinator duties include:

Responsible for possessing an indepth knowledge regarding program requirements including the referral process support services and fieldrelevant best practices.

Serves as coordinator for holiday projects and other special projects as assigned.

Assists in scheduling volunteers and ensures volunteers are assigned appropriate tasks and projects. Assists in the supervision of volunteers during shifts worked.

Serves as a mentor to junior personnel to develop knowledge and experience regarding best practice standards within their workgroup.

Assists in training incoming staff on facility operations policy and procedure.

Serves as a member of the coverage oncall rotation team. May provide coverage at other VOA facilities as requested by management staff.

Responsible for maintaining the staff calendar as well as finding coverage for planned open shifts.

Places weekly orders for cleaning kitchen supplies and office supplies based on inventory.

Facilitates team meetings as assigned or necessary.

Working Conditions and Physical Requirements

Ability to be single staffed while at the facility while having the responsibility for the safety of the guests.

Ability to quickly and safely go up and down stairs regularly throughout the shift to do perimeter checks and in cases of an emergency.

Some lifting is required but should rarely exceed 25lbs.

The employee may be exposed to severe weather conditions.

Specific vision abilities required by this position include close vision distance vision and the ability to adjust focus.

The noise level in the work environment is usually low to moderate.

Position Type and Expected Hours of Work

While on duty this position is singlestaffed and unless they have established coverage for an approved reason they will be expected to stay at the facility for the entirety of their shift.

This position is considered essential staff requiring them to be on their scheduled shifts regardless of holidays or inclement weather. This is compensated as determined by HR.

This position is also required be on the oncall rotation. This may result in being oncall approximately every 46 weeks. During oncall all staff are required to answer calls for coverage issues for an entire seven days (Friday at 5pm until the next Friday at 5pm). This may require coverage of shifts at all residential facilities. There is a $100 stipend as compensation for being on call plus any overtime worked.

Salary Range: $19.29$21.00

The Family Motel is staffed 24 hours a day yearround.

Location

4855 West Colfax Avenue

Denver CO 80204

Benefits: eligibility is based on job type/status

Vacation Time

Separate Sick Time

Paid Holidays

Floating Holidays

Personal Days

Volunteer/Wellness Day

Tuition Assistance

Pension Plan

403b Retirement Plan with Agency Match

Health Dental Vision Pet Insurance

Life Insurance

Accident Insurance

Employee Assistance/WorkLife Balance Program

Employee Discount Program

LifeLock with Norton

Public Service Loan Forgiveness

Volunteers of America is an EEO Employer

Position Will Remain Open Until Filled

VISA SPONSORSHIP IS NOT OFFERED FOR THIS ROLE

Veterans Are Strongly Encouraged To Apply

Employee must be able to perform essential job functions with or without reasonable accommodation and without posing a direct threat to safety or health of self or others. To perform this job successfully an individual must be able to perform each essential function satisfactorily. Employee will perform job according to applied laws. The requirements listed above are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you require a reasonable accommodation to perform this role please contact to begin the Interactive Process.

Minimum Qualifications

Bachelors Degree in a related area or the equivalent experience in human services.

One year direct human service experience.

Demonstrated ability to multitask a fastpaced environment.

Good organizational and planning skills; works well as part of a team.

Preferred Qualifications

Experience working with individuals experiencing chronic homelessness severe and persistent mental health concerns and residential case management experience.

Residential experience and/or milieu management.

Crises intervention skills

Competencies

Models core culture attributes of VOACO that include AIRS (Accountability Integrity Respect and Service).

Models VOACOs three critical virtues of HHS (Hungry Humble People Smart).

Utilization of various databases including Homeless Management Information System and Service Point.

Ensures equitable and inclusive services.

Ensures that guest(s) has an active voice in programming.

Possesses genuine empathy and compassion

Open to receiving and providing feedback; focused on conflict resolution

Adaptable

Knowledge and Skills

Strong written oral and interpersonal communication skills.

High level of competency working with Microsoft Office suite and cloudbased applications.

Strong timemanagement and prioritization skills.

Experience working both independently and in a teamoriented collaborative environment.

Strong organization skills