Full Time and Part Time Guest Services Coordinator – Lakewood Navigation Center

WHO WE ARE

Volunteers of America Colorado is a nonprofit faith-based organization dedicated to helping those in-need transform their lives. Through more than 50 distinct human service programs Volunteers of America changes the lives of more than 140000 vulnerable Coloradoans each year. VOA services include housing and emergency shelters hunger and nutrition services and many other community support programs. Our work touches the mind body heart and ultimately the spirit of those we serve. VOA integrates compassion with highly effective programs that build and strengthen communities.

JOB SUMMARY:

The Lakewood Navigation Center (LNC) is a 24/7 congregate shelter serving up to 103 men and women

experiencing homelessness. The facility provides safe supportive shelter and access to essential and wrap-around

services aimed at promoting stability and long-term self-sufficiency. The Guest Services Coordinator is responsible

for overseeing the residential operations of LNC during their shift. Service delivery is grounded in evidence-based practices including: Trauma-Informed Care Harm Reduction Motivational Interviewing Crisis De-escalation Critical Time Intervention

Key Responsibilities:

Welcome guests into shelter. Complete paperwork and process property in compliance with Health and Safety

protocols. Promote housing stability and ensure resident needs are met. Maintain safety cleanliness and

wellbeing of the facility. Coordinate resident activities and engagement. Manage client files and ensure accurate

data entry. Support program goals through specialized focus areas such as housing employment legal services or

benefits navigation

ESSENTIAL DUTIES AND RESPONSIBILITIES

Guest Engagement & Advocacy- Ensure guests feel heard and valued; incorporate their input into

programming when appropriate.

Program Knowledge & Service Delivery- Maintain deep understanding of program requirements referral

processes support services and best practices in the field.

Resource Navigation & Team Contribution- Demonstrate expertise in guest-specific resources and a

commitment to serving individuals experiencing homelessness. Actively contributes to team goals within a

diverse and dynamic environment.

Documentation & Data Management-Accurately document all client interactions eligibility and demographics. Ensure timely and compliant data entry in systems such as ServicePoint and HMIS and maintain organized hard copy files.

Professional Conduct & Confidentiality- Uphold confidentiality and collaborate effectively across teams.

Adhere to professional standards and ethical guidelines.

Safety & Crisis Response- Maintain physical and emotional safety of guests. Manage the milieu de-escalate

conflicts contact emergency services when needed and complete incident reports thoroughly.

Team Support & Problem Solving- Serve as a resource for colleagues offering support in problem-solving and

staying informed on current field developments.

Facility Maintenance & Operations- Assist with housekeeping tasks (e.g. linens supplies walk-throughs) enforce rules and report maintenance needs promptly.

Special Projects & Volunteer Coordination- Lead holiday and special projects as assigned. Supervise volunteers during shifts. Front Desk Duties- Handle calls messages donations mail and distribute bus passes.

Mentorship & Training- Mentor junior staff and support onboarding/training of new team members.

On-Call & Cross-Facility Coverage- Participate in the on-call rotation (full-time only) and provide coverage at other facilities as needed.

Staff Scheduling & Meetings- Assist with shift scheduling and attend staff meetings and training. Actively participate as a member of the Family Motel team.

Guest Compliance & Discharge- Monitor guest activities enforce expectations and take appropriate action when guests violate program rules or laws.

Ethical Practice- Perform duties in alignment with the Social Work Code of Ethics.

Other Duties- Carry out additional responsibilities as assigned.

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 up to 50 pounds.

Able to visually and auditorily supervise the milieu.

Physically able to quickly respond to crisis complete a perimeter check and secure a lockdown if needed.

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

The Guest Services Coordinator position has both full-time and part-time depending on their position.

While Coordinators are on duty they will be expected to stay at the facility for the entirety of their shift.

All full-time staff are considered essential staff requiring to be on their scheduled shifts regardless of holidays or inclement weather. This is compensated as determined by HR.

All full time staff are also required be on the on-call rotation. This may result in being on-call approximately every 4-6 weeks. During on-call 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.

The shelters are staffed 24 hours a day year-round.

LOCATION 8000 West Colfax Avenue Denver CO 80204

Position Type

Hourly/Non Exempt

***Multiple Full Time and Part Time Schedules Available**

PAY RANGE:

$21 per hour

MINIMUM QUALIFICATIONS:

• Associates Degree in a related area or the equivalent experience in human services.
• One year direct human service experience.
• 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 and 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 resident(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 cloud-based applications.

Strong time-management and prioritization skills.

Experience working both independently and in a team-oriented collaborative environment.

Strong organization skills

Benefit 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 and Pet Insurance

Life Insurance

Accident Insurance

Employee Assistance/Work-Life 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.