JOB SUMMARY

The Housing Support Representative will act as a liaison and provide superior customer service while assisting residents, outside agency providers, and vendors. Under general supervision, maintains a clean, safe and secure environment for residents by providing referral information on a wide variety of topics. Assists in resolution and de-escalation of emerging problems or situations that residents may face. Ensures that rules and policies are consistently enforced. Hiring FT, PT and On-call staff.

ESSENTIAL FUNCTIONS

Housing Support Representative I:

1. Manage incoming calls.
2. Assist residents with inquiries and ensure that issues are resolved both promptly and thoroughly.
3. Manage and enforce visiting policy and process.
4. Provide quality service and support in variety of areas, including, but not limited to, maintenance requests, complaints, grievances, resources and referrals.
5. May administer medications according to established procedures and guidelines.
6. Be vigilant of surroundings and utilize conflict resolution and de-escalation skills to defuse crisis situations, as required.
7. Complete regular rounds, checking all exits, fire doors, and common areas, as well as monitoring residents’ activities in common areas to ensure safety and security.
8. Respond and handle issues in the best interest of the resident, building, and organization by regular identification of opportunities that positively impact the resident’s experience.
9. Other duties as assigned.

Housing Support Representative II (in addition to above):

1. Assist Property Manager with running reports, completing forms, document management and data entry, as required.
2. Responsible for reviewing and ensuring the relevance, accuracy, and timeliness of data and reporting for purposes of accountability and client outcomes.

MINIMUM QUALIFICATIONS/TECHNICAL EXPERTISE

Housing Support Representative I:

• Ability to work with low income populations, including those who may be experiencing homelessness, unstable housing, and/or mental illness required.
• High school graduate or equivalent.
• Ability to work with culturally diverse populations who are experiencing serious life challenges; chemical dependency work experience preferred.
• Developed sense of integrity and commitment to resident/tenant and customer satisfaction required.
• Ability to accurately enter data into computer system for reporting purposes.

Good communications skills, verbal and written required.

Housing Support Representative II (in addition to above):

• Minimum of one (1) year of related experience; post-secondary education preferred.
• Minimum of (1) one-year experience with culturally diverse populations who are experiencing serious life challenges; chemical dependency work experience preferred.