Front Desk Resource Navigator

Job Description

Job Description

Under the supervision of the Resource Program Manager, the Front Desk Resource Navigator will serve as the first point of contact for youth, visitors, and community partners entering Urban Peak’s Great Room. This position provides a welcoming, trauma-informed presence at the front desk while ensuring safety, structure, and access to services. The Front Desk Resource Navigator plays a critical role in enrolling new youth into the correct program, supporting crisis de-escalation when needed, monitoring the entry and exit of clients, vendors, volunteers, and guests, and maintaining accurate data collection and documentation of services provided. The ideal candidate brings a friendly and approachable demeanor, enthusiasm for welcoming young people, and strong problem-solving skills, while ensuring all interactions emphasize the physical and emotional safety of both youth and staff in alignment with Urban Peak’s mission and values.

Who You Are:

• A master’s degree in social work, psychology, or a related field AND a minimum of four (4) years experience working with youth; OR a bachelor’s degree in human services, or related field AND five (5) years’ experience working with children/youth; OR six (6+) consecutive years’ full-time (FT) experience with high-risk youth.
• The ability to connect well, work effectively and communicate in a culturally responsive manner with a diverse youth population.
• An understanding of trauma informed interactions and/or a willingness to learn and adopt this approach.
• Ability to handle multiple tasks and to assess and change priorities based upon agency and client needs.
• Data collection and the ability to maintain accurate and thorough client files and HMIS database.
• Skills in oral and written communications.
• Skills in negotiating and mediating, particularly in sensitive situations.
• Able to make sound decisions, using available information while maintaining appropriate confidentiality.
• Able to function as a member of an interdisciplinary team and work with collaborating agencies.
• Able to manage tasks and activities in an environment that sometimes includes interpersonal conflict and chaos.
• Must be team-oriented and able to coordinate with various departments and staff.
• Must be QMAP certified or eligible for QMAP certification.
• Must understand the provision of and commitment to trauma informed care
• Ability to use second language in written and verbal communication desired (Spanish, Vietnamese, ASL) preferred but not required.
• Lived experience reflective of the youth we serve is encouraged but not required.
• Team-oriented and able to coordinate with various departments and staff.
• Computer proficient and possess experience of Microsoft Office Suite (e.g. Outlook, Word, PowerPoint, and Excel), as well as telephone experience.
• Must be insurable as a driver on Urban Peak’s auto liability policy to conduct business on behalf of the agency or transport youth using an Urban Peak vehicle and an approved personal vehicle.
• Ability to pass both federal and state background checks.
• Ability to pass pre-employment TB Screening and a pre-employment physical examination.
• Provide proof of education (HS Diploma OR Official Transcripts)

What You Will Do:

• Maintain professional presence at the front desk to build trust within the community.
• Acts as a positive role model to further Urban Peak’s goals.
• Provides personal interest and attention to each youth, remaining sensitive to the objective of supporting each youth in social, emotional, and intellectual development.
• Provide guidance to youth that is based in the principles of trauma informed care and positive youth development.
• Conducts and/or participates in Teamings with persons involved with youth.
• Provides weekly teaming sessions with youth participants to review progress towards action plan objectives, revise plans, and provide support and accountability.
• Attend all required training, staff meetings and client reviews, being prepared to address client issues.
• Collaborate with other agencies for service delivery needs, staying current on resources and developments in this area of specialization.
• Receive, sort and distribute mail; check mail for clients when requested.
• Transport youth to resources or groups as needed.
• Conduct, plan and collaborate to plan and conduct youth groups.

Documentation

• Accurately document all services including intakes, assessments, case notes, service plans and specific services received by clients in Salesforce and HMIS.
• Collect and maintain accurate data on an ongoing basis.
• Document relevant and significant events that occur during the shift in the Communication Log.
• Maintain clear and effective communication with other staff regarding clients.
• Answer and route incoming calls and forward them to appropriate staff.
• Work to ensure client confidentiality.

Safety and Security

• Monitor building entry and exit points, controlling access for visitors, venders, and clients
• Conduct regular rounds of the property, including monitoring the cameras
• Work with emergency personnel and Urban Peak staff to navigate crisis situations

Intakes & Assessments

• Complete thorough intakes in a manner that begins to establish comfort and trusting relationships.
• Assess the level of need and intent of youth and make recommendations regarding youth’s involvement in Urban Peak. Establish plans with youth, ensure follow-through, and make appropriate referrals.
• Maintain close communication with Program Manager regarding daily operations of the program

What We Offer:

• Salary : $ 24.26 / Hour
• Shift Schedule : Sunday through Thursday 8:00 AM to 4:00 PM
• 100% Employer paid Medical and Dental plans - Buy-up plans available
• Vision Plan
• Flexible Spending Plan – Health & Dependent Care
• Accident Coverage | Critical Care & Hospitalization Ancillary Plan
• Employer paid Basic Life and AD&D
• Employee Voluntary Life Insurance
• Employer paid Short-Term and Long-Term Disability
• Colorado Paid Famli Leave Private Plan – Employee / Employer Split @ 50%
• 403(b) Retirement Plan with 2% Agency Match
• Employer paid RTD Eco Pass
• 10 Paid Holidays
• 48 hours Paid Sick Time
• 120 hours of Vacation to start on an accrual basis
• Robust Employee Assistance Program
• Second Language pay differential upon successfully passing language exam
• Staff support for lateral growth through training and mentorship