Practitioner, Guest Services

JobDescription

Position:         Practitioner, GuestServices

Term:              Full-time,hourly

Pay:                $21 - $23/hour+healthinsurance,paidtimeoff,andotherbenefitsLocation: Denver, CO

Reports To:     Supervisor, Guest Services Direct Reports: None

Updated:         October 7,2025

OrganizationDescription:

UrbanAlchemyhiresindividualswhowereonceincarceratedandtrainsthemtotransformpeopleandplaces throughloveandrespect.Weprovideservicesthathealcommunitieschallengedbytheintersectionofextremepoverty, mental illness, addiction, and homelessness. When individuals are suffering in our public spaces, Urban Alchemy offers solutions. When a neighborhood, street, or intersection earns a reputation as a place to avoid, weturnitaround.UrbanAlchemystaff,knownasPractitioners,createapeacefulandsupportivepresence,helping ourcommunitiesrebuildasenseofprideonepersonatatime.UrbanAlchemyisanonprofitorganizationfounded in 2018. We quickly grew from a small program in San Francisco to a thriving social enterprise with over 1,000 staff. We currently operate in California, Alabama, Georgia, New Mexico, and Oregon, and are activelyexpandingournationalpresence,withrecentgrowthintoColorado.Over95%ofUrbanAlchemyemployees, includingleadership,experiencedincarcerationand/orhomelessness.Formoreinformation visitourwebsite.

ProjectDescription:

UrbanAlchemywillbeoperatingTheAspen,anon-congregateinterimhousingfacilityforadultsexperiencing homelessnessinDenver.TheAspenisaformerhotelbuildingwithprivateunitsthatprovideindividualswithasafe, stable place to stay while working toward permanent housing. The facility includes offices, common areas, meal service, laundry facilities, and on-site supportive services. Guests will have access to a variety of socialservicesdesignedtohelpthemexithomelessnessandtransitionintostable,permanenthousing.

PositionSummary:

The Practitioner, Guest Services provides outstanding care and customer service to guests at Urban Alchemy interim housing sites. They create a warm and welcoming environment while maintaining safety and order within the site. The Practitioner, Guest Services checks in guests, ensures compliance with community guidelines, resolves concerns and complaints, and performs wellness checks. They monitor the site, de-escalate tense situations, and respond to emergencies as needed. As part of a 24/7 team, the Practitioner, Guest Servicesprovides information, referrals, and support to guests while ensuring the site is well-run and maintained.

Duties andResponsibilities:

PositionSpecific:

• Conduct intake with new guests and provide an orientation to the site and communityguidelines.
• Greet guests warmly as they enter the site and check them in and out according to sitepolicies.
• If required by a pandemic or other concerns, conduct symptom checks of everyone entering thesite.
• Informeveryoneenteringthesiteofthepolicyforbiddingweapons;storeanyitemsthatarenotallowedin the site.

• Check personal belongings as needed and in accordance with company policies andprocedures.
• Coordinate guest placements within the site location and track availablebeds.
• Distribute and coordinate basic needs items and services for guests such as meals, laundry, linens,toiletries,guests'personalstorageunitsandmail.
• Effectively communicate information about on-site services andamenities.
• Provide information and referrals to services in thecommunity.
• Answer calls and in-person questions responding with courtesy, compassion, respect, anddignity.
• Provide emotional support to guests and other people experiencinghomelessness.
• Maintain a working knowledge of safety measures and tools, including emergencyplans.
• Monitor all entrances to the premises to ensure that no unauthorized individualsenter.
• Monitor cameras and address any issues observed in accordance with site policies andprocedures.
• Perform ongoing interior and perimeter checks to ensure the site is clean andsecure.
• Perform regular wellness checks to ensure guests have not succumbed to overdose or medicalconditions.
• Use harm reduction principles and trauma-informed care when engaging withguests.
• Help address stressful situations by assessing the cause, determining the appropriate response, and de-escalatingconflictsorheightenedemotionsinaccordancewithcompanybestpractices.
• Work collaboratively with other team members and people in crisis to quickly assess the needs ofindividualsexperiencingmentalhealthcrisisandrespondaccordingly.
• Respond to health emergencies as needed, contacting 911, providing first-aid, administering Narcan foropioidoverdosereversals,andtakingotherstepsinaccordancewithcompanypolicies.
• Know and adhere to company critical incident policies, including reportingrequirements.
• Maintain day-to-day record keeping, incident reporting, and updating of guestfiles.
• Maintain timely and thorough administrative and guest records in accordance with sitepolicies.
• Engage with surrounding neighbors and other stakeholders to maintain good communityrelations.
• Practice self-awareness and cultural humility as a member of a diverse team; be conscientious andsensitivetopowerandotherinterpersonaldynamicswithotherteammembers.

General:

• Demonstrate compassion and respect in all interactions with guests, staff, andstakeholders.
• Apply emotional intelligence to build effective, meaningfulconnections.
• Follow all safety procedures and ensure compliance with OSHA, state, local, and company'spolicies.
• Follow all company policies andprocedures.
• Attend orientation and complete required training mandated by the company orfunders.
• Work flexible hours and/or shifts, weekends, and on-callshifts.
• Follow appearance standards by wearing designated uniforms and IDbadge.
• Carry all required safety and communicationsequipment.
• Perform additional duties as assigned by the supervisor.

PositionRequirements:

PositionSpecific:

• 1+ year working in a similar positionpreferred.
• Maintains ethical and professional standards andboundaries.
• Handles sensitive and confidential information withdiscretion.
• Works well in a team environment with diverse populations while providing excellent customerservice.
• Works effectively in a high-stress, dynamic environment while maintaining a calmdemeanor.
• Listens actively and communicates information and resources based on guests'needs.
• Understands barriers that guests might be facing and advocates for them asneeded.
• Reads, understands, and follows instructions, procedures, and safetyguidelines.
• Executes tasks in a timelymanner.
• Strongcommunicationandinterpersonalskillswiththeabilitytointeractcomfortablywithguestsandstaff.

• Strong time management skills to coordinate complex tasksefficiently.
• High school diploma, GED, or professional training preferred.
• Bilingual(English/Spanish)preferred.

General:

• Values kindness and respect in allinteractions.
• Genuinely aligned with the company's mission, values, andmodel.
• Collaborative team player with a positive, solutions-orientedmindset.
• Adaptable and comfortable working in a fast-paced, dynamicenvironment.
• Compassionate and emotionally resilient when serving individuals experiencing poverty, mental illness,addiction,orhomelessness.
• Able to obtain and maintain background clearance in accordance with companypolicy.
• Lived experience with incarceration and/or homelessness isvalued.
• Abletouseasmartphoneortablettoenterdata.
• Valid driver's license and good driving recordpreferred.

PhysicalRequirements:

• Standing: 4-7hours
• Walking: 4-7hours
• Sitting: less than 2 hours
• Bending at Waist: less than 3hours
• Lifting: Up to 25 lbsoccasionally
• Able to assist guests with mobilityneeds.

WorkEnvironment:

• Workisperformedinasheltersitewithdirect,regularexposuretotheshelterenvironmentandguestsserved.
• May involve exposure to extreme temperatures, dirt, dust, fumes, smoke, unpleasant odors, and/or loudnoises.
• Expected to work in all weatherconditions.

Statement of Non-discrimination:

Urban Alchemy shares a special bond with society’s most vulnerable because we see ourselves in their struggle.Whendoing ourwork,werecognizethehumanityinthosewhoarestrugglingandtreatthemhowweoncewished others had treated us. People who have been incarcerated, experienced homelessness and/or come from marginalized communities are strongly encouraged to apply because we believe they have unique skills andabilities toengagewith peoplewhoare struggling.UrbanAlchemy providesequalemploymentopportunitiesto allemployeesandapplicantsforemploymentwithoutregard torace,color,religion,age,sex, nationalorigin,disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Urban Alchemy prohibits discrimination and harassment of any type.

How toApply:

If you have questions, please emailhr@urban-alchemy.us and indicate the position you are interested in. You canapplyforthispositionbyvisiting:https://www.paycomonline.net.