Lead Facility Support Specialist (After Hours)

ServiceSource • Lakewood, CO

2d • Onsite

About The Position

The Lead Facility Support Specialist is the primary on-site contact during after-hours operations and helps maintain a safe, welcoming, and respectful residential community. The role serves as a key contact for residents, visitors, vendors, service providers, emergency responders, and after-hours staff, ensuring established access, safety, and communication procedures are followed. The Lead exercises sound judgment and professional boundaries while supporting residents’ dignity, privacy, and independence.

The position provides direct supervision and support to after-hours facility support specialists and maintains continuous facility coverage outside normal business hours. Responsibilities include staff scheduling and coverage, guidance for staff, performance management, onboarding and training, timecard and attendance oversight, and responding to after-hours resident concerns, conflicts, emergencies, and customer service issues. The role also maintains operational documentation, coordinates maintenance responses, and performs facility support tasks as assigned.

The position requires a high school diploma or GED. Relevant education or experience and supervisory experience are preferred, as is experience with people who have experienced homelessness or housing instability, people with disabilities, permanent supportive housing, 24-hour residential settings, or front desk and guest services. The employee must be able to work evenings, overnights, weekends, holidays, and other assigned shifts. The work is generally quiet, with occasional exposure to outside weather conditions.

Requirements

• High school diploma or GED.
• Demonstrated professionalism, dependability, and strong customer service skills, with a commitment to person-centered, respectful services.
• 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, establish appropriate boundaries, and protect confidentiality.
• Strong observation, critical-thinking, and problem-solving skills, with sound judgment and ability to escalate concerns appropriately.
• Ability to remain calm and make effective decisions during emergencies, crises, and challenging situations.
• Ability to consistently follow, enforce, and monitor building access, guest, and safety policies.
• Strong attention to detail and ability to maintain accurate, timely resident, guest, visitor, incident, and electronic records.
• 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.
• 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 supervising direct staff.
• Experience working with individuals who have experienced homelessness or housing instability.
• Experience working with individuals with disabilities.
• Experience in permanent supportive housing or other 24-hour residential settings.
• Previous front desk, residential access, or guest services experience.
• Knowledge of trauma-informed care, de-escalation techniques, and person-centered practices.
• Knowledge of resident rights, including respect for individual choice, dignity, privacy, and independence.

Responsibilities

• Provide direct supervision and support to full-time, part-time, and relief after-hours facility support staff.
• Ensure after-hours operations follow agency policies, safety procedures, and resident service standards.
• Develop, maintain, and adjust staff schedules to provide continuous front desk and facility coverage outside regular business hours.
• Arrange last-minute coverage for callouts, schedule changes, and unforeseen staffing needs.
• Serve as the primary point of contact for after-hours staff and provide guidance on operational and resident-related issues.
• Respond to resident concerns, conflicts, emergencies, and customer service issues during after-hours operations.
• Coordinate, facilitate, and document onboarding and ongoing staff training.
• Review, approve, and manage employee timecards, attendance records, and payroll-related time entry.
• Coach staff, provide performance feedback, and support employee development and accountability.
• Participate in staff meetings, training, and organizational events, including those outside regularly scheduled work hours.
• Maintain shift logs covering resident and guest check-ins, activities, incidents, maintenance concerns, and other important information.
• Maintain visitor and guest logs according to ServiceSource and Henninger Legacy Homes procedures.
• Complete incident reports and other required documentation in a timely and professional manner.
• Provide clear shift-change communication to incoming staff and appropriate program personnel.
• Protect confidential resident and organizational information.
• Help keep front desk and common areas clean, organized, and safe.
• Report maintenance issues and coordinate after-hours responses according to established procedures.
• Assist with basic facility needs and operational tasks as assigned.
• Support residents during scheduled activities or building events when appropriate.
• Follow Henninger Legacy Homes, ServiceSource, and applicable property management policies and procedures.
• Perform other duties related to after-hours facility operations 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 Accounts 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: Manager
• Education Level: High school or GED