Guest Services Coordinator (E)–VOA Navigation Center

Volunteers of America Colorado • Lakewood, CO

1d • Onsite

About The Position

The Guest Services Coordinator oversees residential operations at the Lakewood Navigation Center during their shift. The center is a 24/7 congregate shelter serving up to 103 men and women experiencing homelessness and providing safe, supportive shelter and access to essential and wrap-around services that promote stability and long-term self-sufficiency. Service delivery uses evidence-based practices including Trauma-Informed Care, Harm Reduction, Motivational Interviewing, Crisis De-escalation, and Critical Time Intervention.

The coordinator welcomes guests, processes intake paperwork and property, promotes housing stability, maintains facility safety and cleanliness, coordinates resident activities, manages client files and data, and supports program goals through specialized service areas. The role also includes guest advocacy and resource navigation, crisis response, front desk duties, volunteer coordination, staff mentorship, scheduling support, and coverage at other facilities as needed. Full-time staff participate in an on-call rotation and are considered essential staff for scheduled shifts during holidays and inclement weather.

The position is based at 8000 West Colfax Avenue, Denver, Colorado. The role may require working alone in the facility while responsible for guest safety, regularly using stairs, lifting up to 50 pounds, responding quickly to crises, and working in severe weather. The shelters operate 24 hours a day year-round, and coordinators are expected to remain at the facility for the duration of their shifts. Both full-time and part-time openings are available, with listed shifts including weekday and weekend evening shifts and a Friday–Sunday daytime shift. The position is hourly and non-exempt. The listed pay range is $21 per hour; the salary description also states $20 per hour.

Requirements

• An associate degree in a related area or equivalent experience in human services.
• One year of direct human services experience.
• Good organizational and planning skills and ability to work well as part of a team.
• Strong written, oral, and interpersonal communication skills.
• Competency working with Microsoft Office and cloud-based applications.
• Strong time-management and prioritization skills.
• Ability to work independently and in a team-oriented, collaborative environment.
• Strong organizational skills.
• Ability to work alone at the facility while responsible for guest safety.
• Ability to regularly and quickly use stairs for perimeter checks and emergencies.
• Ability to lift up to 50 pounds.
• Ability to visually and auditorily supervise the milieu and respond quickly to crises, conduct perimeter checks, and secure a lockdown if needed.
• Ability to remain at the facility for the entirety of a shift.
• Ability to perform essential job functions with or without reasonable accommodation and without posing a direct threat to safety or health.
• Depending on the available shift, the position may require a male applicant due to bona fide occupational qualifications.

Nice To Haves

• Experience working with individuals experiencing chronic homelessness and severe and persistent mental health concerns.
• Residential case management experience.
• Residential experience and/or milieu management experience.
• Crisis intervention skills.

Responsibilities

• Welcome guests into the shelter; complete paperwork and process property in compliance with health and safety protocols.
• Promote housing stability and ensure resident needs are met.
• Maintain the safety, cleanliness, and well-being of the facility.
• Coordinate resident activities and engagement, incorporating guest input when appropriate.
• Manage client files and accurately document client interactions, eligibility, and demographics; ensure timely, compliant data entry in ServicePoint and HMIS and maintain organized hard-copy files.
• Maintain knowledge of program requirements, referral processes, support services, and field best practices.
• Navigate guest-specific resources and contribute to team goals in a diverse and dynamic environment.
• Uphold confidentiality, ethical guidelines, and professional standards; collaborate across teams and perform duties in alignment with the Social Work Code of Ethics.
• Maintain the physical and emotional safety of guests, manage the milieu, de-escalate conflicts, contact emergency services when needed, and complete incident reports.
• Support colleagues with problem-solving and stay informed about developments in the field.
• Assist with housekeeping, including linens, supplies, and walk-throughs; enforce rules and promptly report maintenance needs.
• Lead holiday and special projects as assigned and supervise volunteers during shifts.
• Handle front desk calls, messages, donations, and mail, and distribute bus passes.
• Mentor junior staff and support onboarding and training of new team members.
• Participate in the on-call rotation if full-time and provide coverage at other facilities as needed.
• Assist with shift scheduling and attend staff meetings and training; participate as a member of the Family Motel team.
• Monitor guest activities, enforce expectations, and take appropriate action when guests violate program rules or laws.
• Carry out additional responsibilities as assigned.

Benefits

• Vacation time, separate sick time, paid holidays, floating holidays, personal days, and a volunteer/wellness day, with eligibility based on job type and status.
• Tuition assistance.
• Pension plan.
• 403(b) retirement plan with agency match.
• Health, dental, vision, and pet insurance.
• Life insurance and accident insurance.
• Employee Assistance/Work-Life Balance Program.
• Employee discount program.
• LifeLock with Norton.
• Public Service Loan Forgiveness.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree