Applications accepted on an ongoing basis until position is filled.

Director, Participant Experience

OUR PURPOSE

Catholic Charities of the Archdiocese of Denver has been serving Northern Colorado since 1927. We serve tens of thousands of people each year in seven ministries: Marisol Services, Early Childhood Education, Shelter Services, Catholic Charities Housing, St. Raphael Counseling, Family, Kinship, and Senior Services; and Parish & Community Engagement.

Our employees are crucial to our success in achieving our mission to extend the healing ministry of Jesus Christ to the poor and those in need. Catholic Charities provides a work environment where self-motivated and mission driven individuals are recognized and rewarded.

Catholic Charities is an Equal Opportunity Employer. We are committed to welcoming applicants and program participants of all faiths; as well as an inclusive and welcoming environment for staff, volunteers, and program participants. Candidates who bring diversity to our team are encouraged to apply.

PURPOSE OF POSITION:

A Director of Participant Experience at Catholic Charities:

• Responds to situations or programmatic issues that are complex.
• Applies appropriate trauma-informed techniques and standards in program development and service delivery.
• Works collaboratively with Executive Director Denver Shelters and Clinical Services to uphold and implement program vision, goal development, program oversight, and community relationships.
• Develop comprehensive grievance policies and procedures as well as best practices for all Denver Shelter ministries. Identifying gaps in the participant experience through conducting participant feedback surveys, fielding suggestions and complaints, quality control checks, and interviews
• Develop, oversee and work with Denver Shelter leadership with identifying, tracking and measuring Key Performance Indicators connected with contracts, grants and stakeholders.
• Responsible for developing regulatory compliance through training, education, strategic risk assessments, study auditing and monitoring in collaboration within Denver Shelter Leadership.
• Providing suggestions to Shelter Leaderships for improved operations and procedures
• Listening to grievances and educating participants regarding their rights.
• Offering confidential support, solutions, and alternatives to resolve conflicts
• Under the direction of the Denver Shelters Director Team, assist with developing and launching materials for both participants and employee education in the areas of safety, substance use, mental health, activities of daily living, care and the overall shelter environment and experience.
• Maintain records of training materials, tools, topics, and attendance using our learning management application.
• Conduct quality assurance/quality improvement for Denver Shelter Ministries.
• Provide individualized training sessions as needed.
• Contribute to documentation of departmental policies and procedures, updating as changes occur.
• Prepare written correspondence, reports, and analysis as needed.
• Direct and execute special projects for participants as needed.
• Model and ensure compliance of all policies, procedures, and best practices.
• Promotes and adheres to Catholic Charities’ vision, mission, values, and Code of Ethics.

• Experience within a low-barrier shelters and/or programs in a trauma informed Agency.
• Experience with developing tools to analyze data and metrics for processes improvement
• Experience in change management and leading teams toward targeted goal
• Experience working with people in crisis and to remain calm in stressful and/or emergency situations.
• Knowledge of the service population’s cultural and socioeconomic characteristics and the appropriate techniques and practices for the population.
• Ability to understand the challenges faced by special need populations in the community.
• Skill in independently adapting, interpreting, and applying written guidelines, precedents, and standardized work practices to unprecedented or problematic situations.
• Experience in developing training materials and/or providing structured in-person training strongly preferred.
• Must be able to deliver content in an enthusiastic, engaging, and easily understandable manner.
• Intermediate to advanced knowledge of computers to input information, maintain client and program data, create, and generate reports, and create communications.
• Proficiency working with Microsoft Office and Teams applications (Outlook, Word, Excel, PowerPoint) required.
• Strong interpersonal skills and ability to work confidently and cooperatively with all levels of personnel.
• Strong organizational, communication, interpersonal and presentation skills.
• Ability to interact effectively as a team member and independently with Agency staff and with a diverse participant base.
• Ability to work effectively within the framework of Catholic teachings.
• Ability to work a flexible and changing schedule.

EDUCATION and/or EXPERIENCE

• Bachelor's degree (BA/BS) from accredited four-year college or university in Communications, Education, Human Services, Social Work, or related area or equivalent combination of education and experience.

COMPENSATION & BENEFITS:

Salary: $65,000-$75,000/annualized salary. Full-Time, 40 hours per week.

Training: We provide a robust training curriculum that will support our employees throughout their career. Training provided within the first year of employment includes: De-escalation & Safety; Public Speaking; Mental Health First Aid; Substance Abuse & Mental Health; Human Trafficking; Trauma Informed Care; and many more.

Benefits: In addition to being part of a higher purpose while working in a challenging yet rewarding environment, eligible Catholic Charities employees receive a generous benefits package, including:

• Extensive Paid Time Off (4 weeks accrual for new employees - increasing based on tenure) promoting work life balance.
• 15 Paid Holidays annually (shelters are 24/7, so there may be a need to work some holidays, which would include holiday pay).
• 403b Retirement Plan with Agency contribution of 4% & match up to 2% of annual compensation.
• Choice of 3 PPO Medical Plans (90% of employee's and 75% of dependent’s premiums is paid by Agency), Dental, & Vision starting the 1st day of the month following start date.
• May be eligible for Public Service Loan Forgiveness through Federal Student Loans and many more benefits.

ARE YOU READY TO JOIN OUR TEAM?

If you are ready to make answer the call and make a difference, please submit your application online at ccdenver.org/careers. We look forward to meeting you!

We conduct background checks as part of our hiring process.

Drug-Free Workplace.

Catholic Charities serves all with respect, dignity, and without discrimination in compliance with all local, state, or federal law. Consistent with applicable laws, Catholic Charities makes all decisions involving any aspect of employment or volunteer relationships without regard to any status or characteristic protected by local, state, or federal law, other than those positions which are deemed ministerial in nature (such as Chaplain requiring a clerical background). Unlawful discrimination and/or harassment is inconsistent with our philosophy of doing business and will not be tolerated. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

EEO/AA