Full Time Guest Services Coordinator –VOA Navigation Center (3)

Volunteers of America Colorado•Lakewood, CO

13d•$21•Onsite

About The Position

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.

Requirements

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.
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.

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

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.
Ensure guests feel heard and valued; incorporate their input into programming when appropriate.
Maintain deep understanding of program requirements, referral processes, support services, and best practices in the field.
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.
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.
Uphold confidentiality and collaborate effectively across teams.
Adhere to professional standards and ethical guidelines.
Maintain physical and emotional safety of guests.
Manage the milieu, de-escalate conflicts, contact emergency services when needed, and complete incident reports thoroughly.
Serve as a resource for colleagues, offering support in problem-solving and staying informed on current field developments.
Assist with housekeeping tasks (e.g., linens, supplies, walk-throughs), enforce rules, and report maintenance needs promptly.
Lead holiday and special projects as assigned.
Supervise volunteers during shifts.
Handle calls, messages, donations, mail, and distribute bus passes.
Mentor junior staff and support onboarding/training of new team members.
Participate in the on-call rotation (full-time only) and provide coverage at other facilities as needed.
Assist with shift scheduling and attend staff meetings and training.
Actively 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.
Perform duties in alignment with the Social Work Code of Ethics.
Carry out additional responsibilities as assigned.