{"id":3222867,"url":"https://alion.io/job/servicesource-lead-facility-support-specialist-after-hours","title":"Lead Facility Support Specialist (After Hours)","company":{"id":2272699,"name":"ServiceSource","domain":"servicesource.org","url":"https://alion.io/company/servicesource","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":14,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":38,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lakewood, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-23T00:00:00Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-25T08:51:54Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"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.\n\nMake an impact by joining ServiceSource, a champion for people with disabilities. Explore new opportunities! ServiceSource is an organization of talented people who drive innovation, embrace change, and strengthen communities.\nJob Summary\nThe 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.\nPrimary Duties\nReasonable 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.\nProvide 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.\nDevelop, 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.\nServe 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.\nCoordinate, 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.\nConduct 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.\nAdditional Responsibilities\nMaintain accurate shift logs documenting resident and guest check-ins, relevant activities, incidents, maintenance concerns, and other important information.\nMaintain required visitors and guest logs in accordance with ServiceSource and Henninger Legacy Homes procedures.\nComplete incident reports and other required documentation in a timely and professional manner.\nProvide clear shift-change communication to incoming staff and appropriate program personnel.\nProtect confidential resident and organizational information.\nHelp maintain clean, organized, and safe front desk and common areas.\nReport maintenance issues and coordinate after-hours response according to established procedures.\nAssist with basic facility needs and operational tasks as assigned. And support residents during scheduled activities or building events when appropriate.\nFollow all Henninger Legacy Homes, ServiceSource, and applicable property management policies and procedures.\nPerform other duties related to after-hours facility operations as assigned.\n Qualifications: Education, Experience, and Certification(s)\nHigh 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.\nExperience supervising direct staff strongly preferred. \nExperience working with individuals who have experienced homelessness or housing instability preferred.\nExperience working with individuals with disabilities preferred.\nExperience working in permanent supportive housing or other 24-hour residential settings preferred.\nPrevious front desk, residential access, or guest services experience preferred.\nKnowledge, Skills, and Abilities\nDemonstrated professionalism, dependability, and strong customer service skills, with a commitment to providing person-centered, respectful services.\nStrong verbal, written, and interpersonal communication skills, with the ability to communicate effectively and respectfully with individuals from diverse backgrounds and varying abilities.\nAbility to build and maintain professional relationships while establishing appropriate boundaries and protecting confidentiality.\nStrong observation, critical thinking, and problem-solving skills, with the ability to exercise sound judgment and appropriately escalate concerns when necessary.\nKnowledge 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.\nKnowledge of and commitment to resident rights, including respect for individual choice, dignity, privacy, and independence.\nAbility to consistently follow, enforce, and monitor building access, guest, and safety policies while maintaining accurate records and documentation.\nStrong attention to detail and proficiency in maintaining resident, guest, visitor, incident, and electronic records with accuracy and timeliness.\nProficiency with computer systems and software applications used to maintain electronic logs, reports, and operational documentation.\nAbility 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\nPhysical Demands\nThe 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.\nWhile 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.\nWork Environment\nWhile 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.\nWhat We Offer - for Benefit Eligible Employees May Include:\nBecause 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:\nHealth coverage for you and your family through Medical, Dental, and Vision plans.\n\nFinancial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.\n\nA 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.\n\nTax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.\n\nTo help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.\n\nA generous paid time-off program in which the benefits increase based on your tenure with the company.\n\nWe 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.\nPAY TRANSPARENCY POLICY STATEMENT:\nThe 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","description_format":"text","description_chars":10115,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Disability Support Services"],"lifecycle":[{"event":"open","at":"2026-10-25T04:09:04Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":3,"expected_fill_days":38,"reasons":["conf:21","stale_co","win:early"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/servicesource-lead-facility-support-specialist-after-hours","json_url":"https://alion.io/job/servicesource-lead-facility-support-specialist-after-hours.json","meta":{"generated_at":"2026-10-26T16:20:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21760,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2272699},"rest":"https://alion.io/mcp/rest/get_company?id=2272699"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fservicesource-lead-facility-support-specialist-after-hours"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fservicesource-lead-facility-support-specialist-after-hours"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fservicesource-lead-facility-support-specialist-after-hours"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/servicesource-lead-facility-support-specialist-after-hours\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fservicesource-lead-facility-support-specialist-after-hours"}]}