Guest Services Coordinator – Lakewood Navigation Center

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 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 ultimately the spirit of those we serve.

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

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.

• 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.

• 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 homelessness. 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 Service Point 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.

• Ability to be single‑staffed while at the facility while having the responsibility for the safety of the…