Resident Services Coordinator
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Our business is real estate, but our organization is so much more than bricks and mortar, beautiful buildings and well-managed properties. Our business is about people who need a place to call home and the people of Michaels who make it all happen.
Under the direction of the supervisor, assists senior managers and community managers in tracking resident non-lease compliance and related legal activity; works with residents and case managers to identify specific barriers to compliance and assists in determining targeted solutions. Supports site management by monitoring and tracking disruptive and/or criminal activity in the community and coordinates follow-up with appropriate agencies, provides support to residents who are victims of criminal activity on the site. Assists the Director with identification of community resources needed to develop the community as part of a sustainable urban neighborhood. Provides support for programs and activities on and occasionally away from the site.
1. Provides orientation to new residents. Reviews community policies and procedures related to lease compliance and reviews house rules.
2. Maintains a list of households at risk for non-lease compliance; works with property management and case managers to identify specific action plans.
3. Works directly with residents at risk for non-lease compliance, within the home if necessary, to assess progress on stated goals; updates property management of household progress on a weekly basis.
4. Monitors pest control extermination reports for the presence of housekeeping/hygiene issues. Assists residents who have confirmed pest control problems (bed bugs or chronic infestation).
5. Prepares a personalized extermination readiness checklist, with photos, for resident. Makes home visits to determine status of housekeeping and readiness for treatment. Repeats visits as needed to ensure compliance with instructions.
6. Maintains a log of pending legal cases and tracks legal activity. Coordinates the exchange of information among site management, CHA and legal counsel. Provides a weekly legal status summary to Community Managers.
7. Works with CHA and property management to coordinate criminal activity eviction (CAE) cases. Works with site managers to complete a monthly legal activity report and updates CHA on activity.
8. Participates in meetings to discuss and monitor resident progress in lease compliance and self-sufficiency.
9. Interviews new and renewing residents to identify their interests; obtains information on strengths and barriers to achievement of educational advancement and economic self-sufficiency.
10. Serves as the community’s point of contact for CPD and security contractors concerning criminal activity and threats to safety.
11. Reviews security logs and incident reports to determine actionable items and communicate these to site management. Supports residents who are victims of crime on the property. Encourages reporting to authorities and coordinates the exchange of information.
12. Actively promotes programs offered by CHA and its contracted CSS providers and assists in recruiting residents for participation.
13. Actively promotes the use of community resources and educational opportunities. Encourages and in some cases initiates referrals to contracted providers and outside agencies.
14. Attends security meetings, area beat meetings and CAPS meetings.
15. Assists management in the distribution, collection and compilation of resident surveys. Coordinates the production and distribution of resident newsletters.
16. Documents community activities and events. Produces written summaries and photos that record events. Provides information to owners, managers, agencies and residents through email communication, web-site posting and special mailings.
Previous experience working with affordable or public housing residents is required.
Bachelor’s degree in human or social services, planning, or related field or five (5) years commensurate experience working with property management, social service or community service agencies.
Required Skills and Abilities:
Excellent written and oral communication skills.
Ability to remain focused in a demanding work environment; ability to continuously re-prioritize responsibilities. Ability to work directly with residents in a non-judgmental manner.
Basic computer skills required to prepare documents, spreadsheets, and email communications; experience with publishing software a plus.
A proven ability to build productive professional working relationships with diverse individuals and groups.
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