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Job Summary

The After-Hours Facility Support Specialist Lead is the primary on-site contact during after-hours operations. The After-Hours Facility Support Specialist helps maintain a safe, welcoming, and respectful residential community. The position serves as a key point of contact for residents, visitors, vendors, service providers, and emergency responders while ensuring established building access, safety, and communication procedures are followed. The Lead will exercises sound judgment, maintains professional boundaries, and support the dignity, privacy, and independence of residents while contributing to the overall safety and stability of the community. This position will act as the lead of this team and will provide direct supervision and support to all after-hours facility support specialists. This role will be responsible for maintaining coverage of this facility insuring there is always coverage outside of normal business hours. The lead will also field any after-hours support from direct staff members and will act as a main point of contact for their team. The lead will also be responsible for team performance, evaluations, corrective actions, and other duties as assigned.

Primary Duties

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Provide direct supervision and support to all after-hours facility support staff, including full-time, part-time, and relief personnel. Ensure after-hours operations are conducted in accordance with agency policies, safety procedures, and resident service standards.
• Develop, maintain, and adjust staff schedules to ensure continuous front desk and facility coverage outside of regular business hours (Monday through Friday, 8:00 a.m. to 4:30 p.m.). Coordinate and secure last-minute coverage in response to employee callouts, schedule changes, or unforeseen staffing needs.
• Serve as the primary point of contact for after-hours staff, addressing employee concerns and providing guidance on operational and resident-related issues. Respond to and assist with resident concerns, conflicts, emergencies, and customer service issues that occur during after-hours operations.
• Coordinate, facilitate, and document onboarding and ongoing training for after-hours facility support staff to ensure compliance with agency policies and procedures. Review, approve, and manage employee timecards, attendance records, and payroll-related time entry.
• Conduct staff performance coaching, provide feedback, and support employee development and accountability. Participate in staff meetings, training, and organizational events as required, including those occurring outside of regularly scheduled work hours.

Additional Responsibilities

• Maintain accurate shift logs documenting resident and guest check-ins, relevant activities, incidents, maintenance concerns, and other important information.
• Maintain required visitors and guest logs in accordance with ServiceSource and Henninger Legacy Homes procedures.
• Complete incident reports and other required documentation in a timely and professional manner.
• Provide clear shift-change communication to incoming staff and appropriate program personnel.
• Protect confidential resident and organizational information.
• Help maintain clean, organized, and safe front desk and common areas.
• Report maintenance issues and coordinate after-hours response according to established procedures.
• Assist with basic facility needs and operational tasks as assigned. And support residents during scheduled activities or building events when appropriate.
• Follow all Henninger Legacy Homes, ServiceSource, and applicable property management policies and procedures.
• Perform other duties related to after-hours facility operations as assigned.

Qualifications: Education, Experience, and Certification(s) 

• High school diploma or GED required; relevant education or experience in human services, housing, hospitality, security, residential services, front desk operations, shelters, or a related field/environment preferred.
• Experience supervising direct staff strongly preferred.     
• Experience working with individuals who have experienced homelessness or housing instability preferred.
• Experience working with individuals with disabilities preferred.
• Experience working in permanent supportive housing or other 24-hour residential settings preferred.
• Previous front desk, residential access, or guest services experience preferred.
  

Knowledge, Skills, and Abilities

• Demonstrated professionalism, dependability, and strong customer service skills, with a commitment to providing person-centered, respectful services.
• Strong verbal, written, and interpersonal communication skills, with the ability to communicate effectively and respectfully with individuals from diverse backgrounds and varying abilities.
• Ability to build and maintain professional relationships while establishing appropriate boundaries and protecting confidentiality.
• Strong observation, critical thinking, and problem-solving skills, with the ability to exercise sound judgment and appropriately escalate concerns when necessary.
• Knowledge of trauma-informed care, de-escalation techniques, and person-centered practices, with the ability to remain calm, make effective decisions, and respond appropriately during emergencies, crises, and challenging situations.
• Knowledge of and commitment to resident rights, including respect for individual choice, dignity, privacy, and independence.
• Ability to consistently follow, enforce, and monitor building access, guest, and safety policies while maintaining accurate records and documentation.
• Strong attention to detail and proficiency in maintaining resident, guest, visitor, incident, and electronic records with accuracy and timeliness.
• Proficiency with computer systems and software applications used to maintain electronic logs, reports, and operational documentation.
• Ability to work independently and as part of a collaborative supportive-services team, with reliable attendance and flexibility to work evenings, overnights, weekends, holidays, and other assigned shifts    

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to sit, stand, walk, speak, hear, and use hands to operate computers, telephones, and other office equipment. The employee must be able to conduct routine building walkthroughs, move throughout the property, and respond to resident, visitor, and emergency situations as needed. Frequent bending, reaching, and lifting or carrying items weighing up to 25 pounds may be required. The position requires visual acuity sufficient to read documents, computer screens, security information, and building records. The employee must be able to remain alert and effectively perform assigned duties during evening, overnight, weekend, and holiday shifts.

Work Environment

While performing the duties of this job, the employee is occasionally exposed to outside-weather conditions. The noise level in the work environment is usually quiet.

What We Offer – for Benefit Eligible Employees May Include:

Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

• Health coverage for you and your family through Medical, Dental, and Vision plans.

• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.

• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.

• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.

• To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.

• A generous paid time-off program in which the benefits increase based on your tenure with the company.

We are an Equal Employment Opportunity Employer, making employment decisions without regard to a person’s race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information