Job Description

Position: Practitioner Guest Services

Term: Full-time hourly

Pay: $21 - $23/hour health insurance paid time off and other benefits Location: Denver CO

Reports To: Supervisor Guest Services Direct Reports: None

Updated: October 7 2025

Organization Description:

Urban Alchemy hires individuals who were once incarcerated and trains them to transform people and places through love and respect. We provide services that heal communities challenged by the intersection of extreme poverty mental illness addiction and homelessness. When individuals are suffering in our public spaces Urban Alchemy offers solutions. When a neighborhood street or intersection earns a reputation as a place to avoid we turn it around. Urban Alchemy staff known as Practitioners create a peaceful and supportive presence helping our communities rebuild a sense of pride one person at a time. Urban Alchemy is a nonprofit organization founded in 2018. We quickly grew from a small program in San Francisco to a thriving social enterprise with over 1000 staff. We currently operate in California Alabama Georgia New Mexico and Oregon and are actively expanding our national presence with recent growth into Colorado. Over 95% of Urban Alchemy employees including leadership experienced incarceration and/or homelessness. For more information visit our website.

Project Description:

Urban Alchemy will be operating The Aspen a non-congregate interim housing facility for adults experiencing homelessness in Denver. The Aspen is a former hotel building with private units that provide individuals with a safe stable place to stay while working toward permanent housing. The facility includes offices common areas meal service laundry facilities and on-site supportive services. Guests will have access to a variety of social services designed to help them exit homelessness and transition into stable permanent housing.

Position Summary:

The Practitioner Guest Services provides outstanding care and customer service to guests at Urban Alchemy interim housing sites. They create a warm and welcoming environment while maintaining safety and order within the site. The Practitioner Guest Services checks in guests ensures compliance with community guidelines resolves concerns and complaints and performs wellness checks. They monitor the site de-escalate tense situations and respond to emergencies as needed. As part of a 24/7 team the Practitioner Guest Services provides information referrals and support to guests while ensuring the site is well-run and maintained.

Duties and Responsibilities:

Position Specific:

• Conduct intake with new guests and provide an orientation to the site and community guidelines.
• Greet guests warmly as they enter the site and check them in and out according to site policies.
• If required by a pandemic or other concerns conduct symptom checks of everyone entering the site.
• Inform everyone entering the site of the policy forbidding weapons; store any items that are not allowed in the site.

• Check personal belongings as needed and in accordance with company policies and procedures.
• Coordinate guest placements within the site location and track available beds.
• Distribute and coordinate basic needs items and services for guests such as meals laundry linens toiletries guests personal storage units and mail.
• Effectively communicate information about on-site services and amenities.
• Provide information and referrals to services in the community.
• Answer calls and in-person questions responding with courtesy compassion respect and dignity.
• Provide emotional support to guests and other people experiencing homelessness.
• Maintain a working knowledge of safety measures and tools including emergency plans.
• Monitor all entrances to the premises to ensure that no unauthorized individuals enter.
• Monitor cameras and address any issues observed in accordance with site policies and procedures.
• Perform ongoing interior and perimeter checks to ensure the site is clean and secure.
• Perform regular wellness checks to ensure guests have not succumbed to overdose or medical conditions.
• Use harm reduction principles and trauma-informed care when engaging with guests.
• Help address stressful situations by assessing the cause determining the appropriate response and de- escalating conflicts or heightened emotions in accordance with company best practices.
• Work collaboratively with other team members and people in crisis to quickly assess the needs of individuals experiencing mental health crisis and respond accordingly.
• Respond to health emergencies as needed contacting 911 providing first-aid administering Narcan for opioid overdose reversals and taking other steps in accordance with company policies.
• Know and adhere to company critical incident policies including reporting requirements.
• Maintain day-to-day record keeping incident reporting and updating of guest files.
• Maintain timely and thorough administrative and guest records in accordance with site policies.
• Engage with surrounding neighbors and other stakeholders to maintain good community relations.
• Practice self-awareness and cultural humility as a member of a diverse team; be conscientious and sensitive to power and other interpersonal dynamics with other team members.

General:

• Demonstrate compassion and respect in all interactions with guests staff and stakeholders.
• Apply emotional intelligence to build effective meaningful connections.
• Follow all safety procedures and ensure compliance with OSHA state local and companys policies.
• Follow all company policies and procedures.
• Attend orientation and complete required training mandated by the company or funders.
• Work flexible hours and/or shifts weekends and on-call shifts.
• Follow appearance standards by wearing designated uniforms and ID badge.
• Carry all required safety and communications equipment.
• Perform additional duties as assigned by the supervisor.

Position Requirements:

Position Specific:

• 1 year working in a similar position preferred.
• Maintains ethical and professional standards and boundaries.
• Handles sensitive and confidential information with discretion.
• Works well in a team environment with diverse populations while providing excellent customer service.
• Works effectively in a high-stress dynamic environment while maintaining a calm demeanor.
• Listens actively and communicates information and resources based on guests needs.
• Understands barriers that guests might be facing and advocates for them as needed.
• Reads understands and follows instructions procedures and safety guidelines.
• Executes tasks in a timely manner.
• Strong communication and interpersonal skills with the ability to interact comfortably with guests and staff.