Guest Services Coordinator – Theodora Family Hotel

Volunteers of America Colorado•Denver, CO

8d•Onsite

About The Position

The Guest Services Coordinator at Family Motel is directly responsible for the management of the residential facility (during their shift). This program serves multiple populations in different programs: family shelter, respite shelter and a Grant Per Diem program within the facility. Service modalities include Trauma Informed Care, Harm Reduction, Motivational Interviewing, Crises De-escalation and Critical Time Intervention. Job duties include supporting appropriate housing stability; ensuring client needs are met, maintaining the safety and wellbeing of all residents, maintaining the cleanliness of the facility, coordinating activities, maintaining client files and program data entry/ maintenance. Further, the Guest Services Coordinators may develop specialty areas including housing, employment, legal services, benefits, or others as indicated by the needs of the program.

Requirements

Associates Degree in a related area or the equivalent experience in human services.
One year direct human service experience.
Willing to obtain first aid, automated external defibrillator and cardiopulmonary resuscitation certifications and keep current.
Criminal and civil background checks within 30 days of hire.
Good organizational and planning skills; works well as part of a team.
Bilingual in English and Spanish

Nice To Haves

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

Responsibilities

Ensures that the guest’s voice is heard, and when appropriate the guest’s ideas play a prominent role in programming.
Responsible for possessing an in-depth knowledge regarding program requirements, including the referral process, support services, and field-relevant best practices.
Demonstrates knowledge of guest-specific resources, a passion for serving the population and people experiencing homelessness, and the ability to contribute to the program-wide objectives of a diverse and dynamic team.
Clearly documents all client interactions along with required eligibility and demographic information.
Ensures timely reporting within data entry systems and hard copy files in accordance with guidelines.
Develops specialized knowledge related to service delivery database systems within the organization including Service Point and Homeless Management Information System (HMIS).
Performs duties in a professional manner by maintaining the confidentially of all information and by participating effectively within and across teams.
Maintains physical and emotional safety of all guests in the facility.
Manages the milieu and addresses any guest conflict immediately to de-escalate.
Will contact emergency personnel as necessary and will accurately and adequately complete any reports or documentation required.
Supports team members by serving as a resource for analyzing and solving problems and staying abreast of current issues and theories within the field.
Oversees and participates in general house maintenance such as assisting in supplying linen and personal items, conducting building walk-through, enforcing rules, etc.
Serves as coordinator for holiday projects and other special projects as assigned.
Assists in supervision of volunteers during shifts worked.
Maintains regular front desk duties that include but are not limited to: answering phone calls, taking messages, accepting donations, handling mail, handing out bus pass.
Serves as a mentor to junior personnel to develop knowledge and experience regarding best practice standards within their workgroup.
May be responsible for training staff members assigned to their team.
Serves as a member of the coverage on-call rotation team (full-time only).
Provides coverage at other facilities other than assigned facility as requested by management staff.
Participates during work hours in the scheduling of staff for open shifts as requested by management staff.
Attends staff meetings and training as scheduled.
Participates as an equal member of the Family Motel team.
Monitors activities of the motel during all shifts worked and participates in the On-call rotation
Notifies Maintenance of needed repairs and other concerns in a timely manner
Takes action to discharge motel guests who have failed to comply with established expectations and applicable laws.
Performs job responsibilities in accordance with the Social Work Code of Ethics.
Performs all other duties as assigned.