Guest Services Coordinator (E)–VOA Navigation Center

Volunteers of America Colorado; Lakewood (CO); On-site; USD 2,755,000 - 3,031,000; Full time

Benefits offered by this job

Vacation Time

Paid Holidays

Health, Dental, Vision, and Pet Ins

Pension Plan

403b Retirement Plan with Agency Match

Volunteer/Wellness Day

Job summary

Volunteers of America Colorado seeks a Guest Services Coordinator for the Lakewood Navigation Center, a 24/7 shelter serving up to 103 individuals experiencing homelessness. The role oversees residential operations during shifts, applying Trauma-Informed Care, Harm Reduction, Motivational Interviewing, Crisis De-escalation, and Critical Time Intervention to promote stability and self-sufficiency.

Responsibilities include welcoming guests, processing intake, maintaining safety and cleanliness,

Qualifications

• Associates degree or equivalent human services experience required.
• Strong written and verbal communication skills expected.
• Ability to work as part of a team in a fast-paced shelter setting.
• Experience with HMIS/ServicePoint systems is a plus.
• Flexibility for varied shifts, including evenings and weekends.

Responsibilities

• Welcome guests into shelter and complete intake paperwork.
• Maintain safety, cleanliness, and resident wellbeing in the facility.
• Coordinate resident activities and engagement and manage client files.
• Document interactions and data entry in HMIS/ServicePoint.
• Support housing, legal services, and benefits navigation goals.

Skills

Communication skills

Teamwork

Conflict resolution

Education

Associate degree in related area or equivalent experience

Tools

Microsoft Office

ServicePoint

HMIS

Job description

WHO WE ARE

Volunteers of America Colorado is a nonprofit, faith-based organization dedicated to helping those in-need transform their lives. Through more than 50 distinct human service programs, Volunteers of America changes the lives of more than 140,000 vulnerable Coloradoans each year. VOA services include housing and emergency shelters, hunger and nutrition services, and many other community support programs. Our work touches the mind, body, heart and ultimately the spirit of those we serve. VOA integrates compassion with highly effective programs that build and strengthen communities.

DESCRIPTION

WHO WE ARE

Volunteers of America Colorado is a nonprofit, faith-based organization dedicated to helping those in-need transform their lives. Through more than 50 distinct human service programs, Volunteers of America changes the lives of more than 140,000 vulnerable Coloradoans each year. VOA services include housing and emergency shelters, hunger and nutrition services, and many other community support programs. Our work touches the mind, body, heart and ultimately the spirit of those we serve. VOA integrates compassion with highly effective programs that build and strengthen communities.

JOB SUMMARY

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

Key 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

Essential Duties And Responsibilities

• Guest Engagement & Advocacy- Ensure guests feel heard and valued; incorporate their input into programming when appropriate.
• Program Knowledge & Service Delivery- Maintain deep understanding of program requirements, referral processes, support services, and best practices in the field.
• Resource Navigation & Team Contribution- Demonstrate expertise in guest-specific resources and a commitment to serving individuals experiencing homelessnes. Actively contributes to team goals within a diverse and dynamic environment.
• Documentation & Data Management- 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.
• Professional Conduct & Confidentiality- Uphold confidentiality and collaborate effectively across teams. Adhere to professional standards and ethical guidelines.
• Safety & Crisis Response- Maintain physical and emotional safety of guests. Manage the milieu, de-escalate conflicts, contact emergency services when needed, and complete incident reports thoroughly.
• Team Support & Problem Solving- Serve as a resource for colleagues, offering support in problem-solving and staying informed on current field developments.
• Facility Maintenance & Operations- Assist with housekeeping tasks (e.g., linens, supplies, walk-throughs), enforce rules, and report maintenance needs promptly.
• Special Projects & Volunteer Coordination- Lead holiday and special projects as assigned. Supervise volunteers during shifts.
• Front Desk Duties- Handle calls, messages, donations, mail, and distribute bus passes.
• Mentorship & Training- Mentor junior staff and support onboarding/training of new team members.
• On-Call & Cross-Facility Coverage- Participate in the on-call rotation (full-time only) and provide coverage at other facilities as needed.
• Staff Scheduling & Meetings- Assist with shift scheduling and attend staff meetings and training. Actively participate as a member of the Family Motel team.
• Guest Compliance & Discharge- Monitor guest activities, enforce expectations, and take appropriate action when guests violate program rules or laws.
• Ethical Practice- Perform duties in alignment with the Social Work Code of Ethics.
• Other Duties- Carry Out Additional Responsibilities As Assigned.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

• Ability to be single-staffed while at the facility while having the responsibility for the safety of the guests.
• Ability to quickly and safely go up and down stairs regularly throughout the shift to do perimeter checks, and in cases of an emergency.
• Some lifting up to 50 pounds.
• Able to visually and auditorily supervise the milieu.
• Physically able to quickly respond to crisis, complete a perimeter check and secure a lockdown if needed.
• The employee may be exposed to severe weather conditions.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually low to moderate.

POSITION TYPE AND EXPECTED HOURS

Current openings: Both Full and Part time Shifts Available

• Friday-Sunday 7am-5:30pm
• Saturday and Sunday 5-10:30pm
• Monday-Friday 5-10:30pm
• Monday-Friday 6-11pm
• Friday-Sunday 5:00pm-10:30pm
• While Coordinators are on duty, they will be expected to stay at the facility for the entirety of their shift.
• All full-time staff are considered “essential staff,” requiring to be on their scheduled shifts regardless of holidays or inclement weather. This is compensated as determined by HR.
• All full time staff are also required be on the on-call rotation. This may result in being on-call approximately every 4-6 weeks. During on-call, all staff are required to answer calls for coverage issues for an entire seven days (Friday at 5pm until the next Friday at 5pm). This may require coverage of shifts at all residential facilities. There is a $100 stipend as compensation for being on call plus any overtime worked.
• The shelters are staffed 24 hours a day year-round.

LOCATION

8000 West Colfax Avenue Denver, CO 80204

Position Type

Hourly/Non Exempt

PAY RANGE

$21 per hour

Requirements

MINIMUM QUALIFICATIONS

DUE TO Bona Fide Occupational Qualifications : this position may require a male applicant depending on the shift available

• 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.

PREFERRED QUALIFICATIONS

• 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

COMPETENCIES

• Models core culture attributes of VOACO that include “AIRS” (Accountability, Integrity, Respect and Service).
• Models and VOACO’s three critical virtues of HHS (Hungry, Humble, People Smart).
• Utilization of various databases including Homeless Management Information System and Service Point.
• Ensures equitable and inclusive services.
• Ensures that resident(s) has an active voice in programming.
• Possesses genuine empathy and compassion
• Open to receiving and providing feedback; focused on conflict resolution
• Adaptable

Knowledge And Skills

• 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

Benefits

• Vacation Time
• Separate Sick Time
• Paid Holidays
• Floating Holidays
• Personal Days
• Volunteer/Wellness Day
• Tuition Assistance
• Pension Plan
• 403b Retirement Plan with Agency Match
• Health, Dental, Vision, and Pet Insurance
• Life Insurance
• Accident Insurance
• Employee Assistance/Work-Life Balance Program
• Employee Discount Program
• LifeLock with Norton
• Public Service Loan Forgiveness

Volunteers of America is an EEO Employer

Position will remain open until filled

VISA SPONSORSHIP IS NOT OFFERED FOR THIS ROLE

Veterans are strongly encouraged to apply

Employee must be able to perform essential job functions with or without reasonable accommodation and without posing a direct threat to safety or health of self or others. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Employee will perform job according to applied laws. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you require a reasonable accommodation to perform this role, please contact [e-mail] to begin the Interactive Process.

Salary Description

20.00/hr