Guest Services Coordinator – Theodora Family Hotel

Overview

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, VOA Colorado changes the lives of more than 140,000 vulnerable Colorado ans 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 spirit of those we serve.

VOA integrates compassion with effective programs that build and strengthen communities.

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. Duties include supporting housing stability, meeting client needs, maintaining safety and wellbeing of residents, maintaining facility cleanliness, coordinating activities, maintaining client files and program data entry/maintenance.

The Guest Services Coordinator may develop specialty areas including housing, employment, legal services, benefits, or others as indicated by program needs.

• Ensure the guest’s voice is heard and, when appropriate, the guest’s ideas influence programming.
• Possess in-depth knowledge of program requirements, including referral process, support services, and best practices.
• Demonstrate knowledge of guest-specific resources, commitment to serving the homeless population, and contribute to program-wide objectives of a diverse team.
• Document all client interactions with required eligibility and demographic information; ensure timely reporting in data entry systems and hard copy files; develop specialized knowledge of service delivery databases (Service Point and HMIS).
• Perform duties professionally while maintaining confidentiality and collaborating across teams.
• Maintain physical and emotional safety of guests; manage the milieu and de-escalate conflicts; contact emergency personnel as needed; complete required reports or documentation.
• Support team members by providing resources for problem-solving and staying current on field issues and theories.
• Oversee general house maintenance and supply of linens and personal items; conduct building walk-throughs; enforce rules.
• Coordinate holiday and other special projects; assist in supervising volunteers during shifts.
• Maintain front desk duties: answer calls, take messages, accept donations, handle mail, issue bus passes.
• Mentor junior personnel on best practice standards; may train staff members.
• Participate in on-call rotation (full-time only) and provide coverage at other facilities as requested.
• Assist in scheduling staff for open shifts; attend staff meetings and trainings; participate as an equal member of the team.
• Monitor motel activities across shifts; participate in on-call rotation; notify Maintenance of repairs.
• Take action to discharge guests who fail to meet expectations or laws; ensure compliance with Social Work Code of Ethics.
• Perform all other duties as assigned.

Minimum Qualifications:

• Associate Degree in a related area or equivalent experience in human services.
• One year direct human service experience.
• Willing to obtain First Aid, AED and CPR 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.

• 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.

Hourly/Non-Exempt

• Schedules Available
• Guest Services Coordinator:
  Friday, Saturday and Sunday - 9:30 pm-8 am
• Guest Services Coordinator - Saturday and Sunday 11 pm-7:30 am
• Guest Services Coordinator (FT) - Monday and Tuesday - 12:30 pm - 11 pm;
  S…