Facility Support Specialist (After Hours)

ServiceSource • Lakewood, CO

2d • Onsite

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 people who have experienced homelessness and people 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, this role helps maintain a safe, welcoming, and respectful residential community. The specialist serves as a point of contact for residents, visitors, vendors, service providers, and emergency responders, and follows established building access, safety, and communication procedures. The position also supports emergency response, resident safety, accurate documentation, and appropriate coordination with supervisory, on-call, and other program personnel.

The role requires reliable attendance and flexibility for assigned evening, overnight, weekend, and holiday shifts. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Pre-employment background checks are required.

Requirements

• High school diploma or GED.
• Professionalism, dependability, strong customer service skills, and commitment to respectful, person-centered 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 professional relationships, maintain appropriate boundaries, and protect confidentiality.
• Strong observation, critical-thinking, and problem-solving skills, sound judgment, and ability to escalate concerns appropriately.
• Ability to remain calm and make effective decisions during emergencies, crises, and challenging situations.
• Ability to follow, enforce, and monitor building access, guest, and safety policies and maintain accurate records and documentation.
• Attention to detail and proficiency maintaining resident, guest, visitor, incident, and electronic records accurately and promptly.
• Proficiency with computer systems and software applications used for electronic logs, reports, and operational documentation.
• Ability to work independently and as part of a collaborative supportive-services team.
• Reliable attendance and flexibility to work assigned evenings, overnights, weekends, holidays, and other shifts.
• Ability to sit, stand, walk, speak, hear, and use hands to operate computers, telephones, and other office equipment; conduct building walkthroughs and move throughout the property; bend and reach; and lift or carry items weighing up to 25 pounds.
• Visual acuity sufficient to read documents, computer screens, security information, and building records; ability to remain alert and perform duties during evening, overnight, weekend, and holiday 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 in permanent supportive housing or another 24-hour residential setting.
• Experience in front desk, residential access, or guest services.
• Knowledge of trauma-informed care, de-escalation techniques, and person-centered practices.
• Knowledge of and commitment to resident rights, including individual choice, dignity, privacy, and independence.

Responsibilities

• Provide courteous front desk coverage and greet residents, guests, visitors, vendors, and service providers professionally.
• Maintain a welcoming environment that respects residents’ dignity, privacy, independence, and individual needs.
• Check in residents, guests, and visitors according to established procedures; verify visitor authorization and maintain accurate check-in records.
• Follow guest and visitor policies, including identification, authorization, access, and visiting procedures; address unauthorized access concerns and notify appropriate staff when necessary.
• Receive and route after-hours telephone calls, messages, deliveries, and requests.
• Assist residents with reasonable after-hours needs and connect them with appropriate resources or on-call staff when needed, while maintaining professional boundaries.
• Monitor and secure building access, including entrances, exits, front desk areas, and other designated property areas.
• Conduct scheduled building walkthroughs; identify and report safety hazards, maintenance concerns, property damage, and unusual activity.
• Respond to alarms, building concerns, and incidents according to procedures; contact emergency services when appropriate and notify designated supervisory or on-call staff.
• Maintain accurate shift, resident, guest, and visitor logs and complete incident reports and other required documentation promptly and professionally.
• Support fire, medical, severe-weather, evacuation, and other emergency procedures.
• Provide clear shift-change communication to incoming staff and appropriate program personnel.
• Protect confidential resident and organizational information and help keep front desk and common areas clean, organized, and safe.
• Report maintenance issues and coordinate after-hours responses according to established procedures.
• Maintain awareness of building activity while respecting residents’ privacy and independence; support residents during scheduled activities or building events when appropriate.
• Follow Henninger Legacy Homes, ServiceSource, and applicable property management policies and procedures.
• Remain calm and professional during conflicts, emergencies, or resident distress; use de-escalation techniques and a trauma-informed approach and contact emergency, crisis, or on-call resources when needed.
• Follow procedures for wellness concerns and resident safety issues; document incidents objectively before the end of the shift and immediately communicate serious incidents or safety concerns to appropriate management or on-call personnel.
• Perform other responsibilities as assigned.

Benefits

• Medical, dental, and vision plans for employees and 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, subject to the plan terms.
• 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
• Career Level: Entry Level
• Education Level: High school or GED