Facility Support Specialist (After Hours)

ServiceSource, Inc. • Lakewood, CO

3d

About The Position

The After-Hours Facility Support Specialist provides front desk coverage, resident support, facility monitoring, and operational assistance at Henninger Legacy Homes during evenings, overnights, weekends, holidays, and other non-business hours. Henninger Legacy Homes provides permanent supportive housing for individuals who have experienced homelessness and individuals with disabilities. In partnership with Atlantis Community Foundation, ServiceSource provides on-site supportive services and programming to support housing stability, independence, and well-being. As the primary on-site contact during after-hours operations, the specialist helps maintain a safe, welcoming, and respectful residential community and serves as a point of contact for residents, visitors, vendors, service providers, and emergency responders.

The role follows established building access, safety, communication, and resident-support procedures. It includes maintaining accurate logs and documentation, communicating incidents and relevant information to staff, protecting confidential information, and responding calmly and professionally to emergencies, conflicts, and resident concerns. The position requires reliable attendance and flexibility to work assigned evening, overnight, weekend, and holiday shifts.

Requirements

• High school diploma or GED.
• Demonstrated professionalism, dependability, and strong customer service skills, with a commitment to person-centered, respectful service.
• Strong verbal, written, and interpersonal communication skills, including the ability to communicate respectfully with people from diverse backgrounds and with varying abilities.
• Ability to build and maintain professional relationships, establish appropriate boundaries, and protect confidentiality.
• Strong observation, critical-thinking, and problem-solving skills, sound judgment, and the ability to escalate concerns appropriately.
• Knowledge of trauma-informed care, de-escalation techniques, and person-centered practices, and ability to respond appropriately to emergencies, crises, and challenging situations.
• Respect for resident rights, including individual choice, dignity, privacy, and independence.
• Ability to follow, enforce, and monitor building access, guest, and safety policies and maintain accurate records and documentation.
• Strong attention to detail and proficiency in maintaining resident, guest, visitor, incident, and electronic records accurately and promptly.
• Proficiency with computer systems and software used for electronic logs, reports, and operational documentation.
• Ability to work independently and collaboratively with a supportive-services team, with reliable attendance and flexibility to work evenings, overnights, weekends, holidays, and other assigned shifts.

Nice To Haves

• Relevant education or experience in human services, housing, hospitality, security, residential services, front desk operations, shelters, or a related field or environment.
• Experience working with individuals who have experienced homelessness or housing instability.
• Experience working with individuals with disabilities.
• Experience working in permanent supportive housing or another 24-hour residential setting.
• Experience in front desk, residential access, or guest services.

Responsibilities

• Provide professional, courteous front desk coverage and maintain a welcoming environment that respects residents’ dignity, privacy, independence, and individual needs.
• Check in residents, guests, and visitors according to established procedures; verify authorization, maintain accurate records, and ensure visitors follow building rules and visiting policies.
• Address unauthorized access concerns, route after-hours calls, messages, deliveries, and requests, and connect residents with appropriate resources or on-call staff when needed.
• Maintain professional boundaries with residents and visitors.
• Monitor and secure building entrances, exits, front desk areas, and other designated areas; conduct scheduled building walkthroughs.
• Identify and report safety hazards, maintenance concerns, property damage, unusual activity, alarms, and other building concerns; contact emergency services and notify supervisory or on-call staff when appropriate.
• Maintain accurate shift, resident, guest, and visitor logs; complete incident reports and other required documentation promptly and professionally.
• Support emergency procedures, including fire, medical, severe weather, and evacuation situations; follow procedures for wellness concerns and resident safety issues.
• Communicate shift information to incoming staff and appropriate program personnel, and immediately report serious incidents or safety concerns.
• Protect confidential resident and organizational information and help keep front desk and common areas clean, organized, and safe.
• Coordinate after-hours maintenance response according to established procedures while respecting resident privacy and independence.
• Support residents during scheduled activities or building events when appropriate.
• Remain calm and professional during conflicts, emergencies, or resident distress; use de-escalation techniques and a trauma-informed approach and contact appropriate emergency, crisis, or on-call resources when needed.
• Follow Henninger Legacy Homes, ServiceSource, and applicable property management policies and procedures.
• Perform other responsibilities as assigned.

Benefits

• Medical, dental, and vision plans for employees and their families.
• Company-paid disability, life, and accidental death and dismemberment insurance.
• 403(b) retirement plan with dollar-for-dollar company matching up to 3% of the employee’s contribution.
• Flexible Spending and Health Savings accounts.
• Employee Assistance Program.
• Wellness Program.
• Tuition Assistance.
• Paid time off that increases with tenure.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED