Lead Facility Support Specialist (After Hours)

ServiceSource, Inc. • Lakewood, CO

3d • 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 position serves residents, visitors, vendors, service providers, and emergency responders while ensuring building access, safety, and communication procedures are followed. The Lead uses sound judgment, maintains professional boundaries, and supports residents’ dignity, privacy, and independence.

The position directly supervises and supports after-hours facility support specialists, maintains continuous facility coverage outside regular business hours, and serves as the main point of contact for the team. Responsibilities include staff scheduling and coverage, responding to staff and resident concerns, onboarding and training, timecard and attendance management, coaching, performance evaluations, corrective actions, and other assigned duties.

The role also maintains shift and visitor records, prepares incident documentation, communicates with incoming staff, protects confidential information, helps keep front desk and common areas safe and organized, and reports maintenance issues. The work may involve building walkthroughs and responding to resident, visitor, and emergency situations. Employees must be able to work assigned evening, overnight, weekend, and holiday shifts.

Requirements

• High school diploma or GED required.
• 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 the ability to escalate concerns appropriately.
• Knowledge of trauma-informed care, de-escalation techniques, and person-centered practices; ability to remain calm and respond appropriately during emergencies, crises, and challenging situations.
• Commitment to resident rights, including individual choice, dignity, privacy, and independence.
• Ability to follow, enforce, and monitor building access, guest, and safety policies while maintaining accurate records and documentation.
• Strong attention to detail and proficiency maintaining resident, guest, visitor, incident, and electronic records accurately and promptly.
• Proficiency with computer systems and software 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 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.

Responsibilities

• Directly supervise and support 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 schedules to ensure continuous front desk and facility coverage outside regular business hours.
• Arrange last-minute coverage for callouts, schedule changes, and other staffing needs.
• Serve as the primary point of contact for after-hours staff, addressing concerns and providing operational and resident-related guidance.
• Respond to resident concerns, conflicts, emergencies, and customer service issues during after-hours operations.
• Coordinate, facilitate, and document staff onboarding and ongoing training.
• Review, approve, and manage employee timecards, attendance records, and payroll-related time entry.
• Coach staff, provide feedback, support development and accountability, and participate in performance evaluations and corrective actions.
• Attend staff meetings, training, and organizational events as required, including those outside regularly scheduled hours.
• Maintain shift logs documenting resident and guest check-ins, activities, incidents, maintenance concerns, and other relevant information.
• Maintain visitor and guest logs according to ServiceSource and Henninger Legacy Homes procedures.
• Complete incident reports and other required documentation promptly and professionally.
• Provide clear shift-change communication to incoming staff and appropriate program personnel.
• Protect confidential resident and organizational information.
• Help maintain clean, organized, and safe front desk and common areas.
• Report maintenance issues and coordinate after-hours responses according to established procedures.
• Assist with basic facility needs and operational tasks, and 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 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