Guest Services Coordinator – Theodora Family Hotel

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 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. Job duties include supporting appropriate housing stability; ensuring client needs are met, maintaining the safety and wellbeing of all residents, maintaining the cleanliness of the facility, coordinating activities, maintaining client files and program data entry/ maintenance. Further, the Guest Services Coordinators may develop specialty areas including housing, employment, legal services, benefits, or others as indicated by the needs of the program.

JOB DUTIES:

• Ensures that the guest’s voice is heard, and when appropriate the guest’s ideas play a prominent role in programming.
• Responsible for possessing an in-depth knowledge regarding program requirements, including the referral process, support services, and field-relevant best practices.
• Demonstrates knowledge of guest-specific resources, a passion for serving the population and people experiencing homelessness, and the ability to contribute to the program-wide objectives of a diverse and dynamic team.
• Clearly documents all client interactions along with required eligibility and demographic information. Ensures timely reporting within data entry systems and hard copy files in accordance with guidelines. Develops specialized knowledge related to service delivery database systems within the organization including Service Point and Homeless Management Information System (HMIS).
• Performs duties in a professional manner by maintaining the confidentially of all information and by participating effectively within and across teams.
• Maintains physical and emotional safety of all guests in the facility. Manages the milieu and addresses any guest conflict immediately to de-escalate. Will contact emergency personnel as necessary and will accurately and adequately complete any reports or documentation required.
• Supports team members by serving as a resource for analyzing and solving problems and staying abreast of current issues and theories within the field.
• Oversees and participates in general house maintenance such as assisting in supplying linen and personal items, conducting building walk-through, enforcing rules, etc.
• Serves as coordinator for holiday projects and other special projects as assigned.
• Assists in supervision of volunteers during shifts worked.
• Maintains regular front desk duties that include but are not limited to: answering phone calls, taking messages, accepting donations, handling mail, handing out bus pass.
• Serves as a mentor to junior personnel to develop knowledge and experience regarding best practice standards within their workgroup. May be responsible for training staff members assigned to their team.
• Serves as a member of the coverage on-call rotation team (full-time only).
• Provides coverage at other facilities other than assigned facility as requested by management staff.
• Participates during work hours in the scheduling of staff for open shifts as requested by management staff.
• Attends staff meetings and training as scheduled. Participates as an equal member of the Family Motel team.
• Monitors activities of the motel during all shifts worked and participates in the On-call rotation
• Notifies Maintenance of needed repairs and other concerns in a timely manner
• Takes action to discharge motel guests who have failed to comply with established expectations and applicable laws.
• Performs job responsibilities in accordance with the Social Work Code of Ethics.
• Performs all other duties as assigned.

Requirements

MINIMUM QUALIFICATIONS:

• Associates Degree in a related area or the equivalent experience in human services.
• One year direct human service experience.
• Willing to obtain first aid, automated external defibrillator and cardiopulmonary resuscitation 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.
• Bilingual in English and Spanish

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

Position Type

Hourly/Non Exempt

***Schedules Available**

Part Time-Monday - Friday 8am-1pm

Part Time-Friday, Saturday and Sunday - 6p-10p

Part Time-Monday-Friday 1pm-6pm

Full time - Saturday, Sunday 7:30am-6pm; Monday and Tuesday 1p-11:30 pm (with 30-minute unpaid break)

Full time-Monday-Thursday 9:30pm-8am

PAY RANGE:

$20 per hour + $1.00 shift differential for the overnight shift

Benefit eligibility is based on job type/status

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 HR@VOAColorado.org to begin the Interactive Process.