Guest Support Services Associate

Volunteers of America Colorado
March 28, 2021
Denver, CO
Job Type


The Senior Associate at The Mission is responsible, in conjunction with other Mission staff, for the monitoring of the facility and the surrounding areas during their shift; the service provision for the family participants in the program; and assisting all participants with accessing needed items such as food, and community resources. Service modalities include Trauma Informed Care, Harm Reduction, Motivational Interviewing and Crises De-escalation. Job duties include supporting and coordinating with other Mission staff to ensure the delivery of available services and resources for participants experiencing homelessness, maintaining the safety and wellbeing of all participants, overseeing the cleanliness of the facility and its surrounding property, including the alley. Ensures program accountability, professional interaction/communication between VOA staff, participants, volunteers, third party entities, collaborators, and neighbors.

• Ensures that the participant’s voice is heard, and when appropriate the allow for the participant’s ideas to play a prominent role in programming.
• Responsible for possessing knowledge regarding program requirements, including support services, and field-relevant best practices. Assist in the development of a resource library including local shelters, housing, employment, legal services, benefits, and/or others as indicated by the needs of the individuals served.
• Demonstrates a passion for serving the population, and the ability to contribute to the program-wide objectives of a diverse and dynamic team.
• Documents interactions along with required eligibility and demographic information as required by programming. Ensures timely reporting within data entry systems.
• Documents and reports critical incidents as required.
• Performs duties in a professional manner by maintaining the confidentially of all information and by participating effectively within and across teams.
• Works to ensure the physical and emotional safety of all participants utilizing program services. Monitors the facility and Mission alley to address any conflict immediately and to de-escalate. Will contact emergency personnel as necessary and will complete any reports or documentation required. This may include contacting mobile crisis, Denver Police Department, Detox, and paramedics.
• Assist program participants in connecting with Denver outreach and shelter services as needed.
• Supports team members by serving as a resource for analyzing and solving problems while staying abreast of current issues and theories within the field.
• Supports the daytime voucher writer specialist by checking in families as they arrive and provide a safe space for families to access services.
• Oversees and participates in general facility maintenance such as assisting in re-stocking of items, conducting building walk-through, and enforcing rules, etc.
• Conducts front desk duties as assigned to include to answering phone calls, taking message, accepting donations, handling mail, etc.
• 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.
• Works directly with the Volunteers Specialist and Program Coordinator to provide coverage (opening & closing Mission doors) weekdays and on weekends.
• Helps develop, document and communicate Mission policies, procedures and communicate program objectives to Mission clients and volunteers.
• Interacts courteously and professionally, with Mission clients, donors, volunteers, VOA staff, and community neighbors and resolves conflicts when necessary.
• Attends and helps facilitate monthly meetings with Mission volunteers and staff.
• Attends regular staff meetings and other meetings as requested by the Director.
• Performs job responsibilities in accordance with the Social Work Code of Ethics.
• Performs all other duties as assigned.

• 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 participants have an active voice in programming.
• Self-motivated and directed
• Open to receiving and providing feedback; focused on conflict resolution.
• Adaptable.

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