Office Manager

DISCLOSURE – MULTI-EMPLOYER ROLE:

This W-2 hourly Office Manager position includes responsibilities that span across the following three affiliated organizations, all under shared leadership:

• FOCUS #1: HolBrock Estates Supportive Housing Programs
• FOCUS #2: American Homestays
• FOCUS #3: White Glove Property Management

You will maintain separate W-2 employment relationships with each organization and will receive individual payroll compensation from each entity based on the time worked and services provided for their respective programs. This means you will be an official employee of each company, with hours, responsibilities, and compliance obligations tracked separately for each.

This role is structured as a 40-hour per week position based at 301 S Conkling Street, Baltimore, MD, with approximate allocation as follows:

• HolBrock Estates: 15 hours/week (37.5%)
• American Homestays: 15 hours/week (37.5%)
• White Glove Property Management: 10 hours/week (25%)

DISCLOSURES:

The specific statements shown in each section of this job description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. The job’s responsibilities/tasks may be modified and/or expanded over time. Company will inform the personnel member when changes in the respective job description are made.

POSITION TITLE: Operations

DIVISION: Operations

ACCOUNTABLE TO: Operations Manager 1 (for American HomeStays focus), Operations Manager 5 (for HolBrock Estates Supportive Housing Program focus), Operations Manager (for White Glove focus)

CLASSIFICATION: Full-time W-2 employee (40 hours/week)

COMPENSATION: $15.00 to $19.00 per hour, and is commensurate with experience, expertise, verified credentials, and available company budget.  In addition to hourly wages, eligible employees may receive a comprehensive benefits package that includes:
•    Paid Time Off (PTO)
•    Family and Medical Leave
•    Health, Medical, and Dental Insurance Reimbursement or health insurance coverage, as available
•    Supplemental Health and Disability Insurance Options
•    Retirement Savings Plan
•    Professional Development Support and Continuing Education Opportunities

SCHEDULE: Monday – Friday, 8:00 AM to 5:00 PM

LOCATION: 301 S Conkling Street, Baltimore, MD 21224

PHYSICAL DEMANDS: Standard office duties, light lifting (up to 25 lbs), phone/computer work

TRAVEL: Minimal, local travel may be required

GENERAL RESPONSIBILITIES:

• Act as a centralized administrative point of contact and coordination across the three focus areas.
• Respond to incoming calls and emails, maintain appointment schedules, and organize digital records.
• Monitor workflows, intake processes, and client engagement needs in real-time.
• Support interdepartmental communication and data entry for housing and property operations.
• Ensure consistent follow-through with applicant inquiries, referrals, and follow-up communications.
• Maintain a warm, professional front-facing presence for clients and stakeholders.

FOCUS #1: 

CLASSIFICATION: Part-time, W-2 employee — 15 hours per week (37.5% of total weekly hours)

ALTERNATE TITLE(S): Intake Specialist

COMPANY: HolBrock Estates Supportive Housing Programs

COMPANY WEBSITE: https://holbrockestates.org

COMPANY PHONE NUMBER: (443) 539-8508

HUMAN RESOURCES PHONE NUMBER: (443) 539-8508 ext 10

HUMAN RESOURCES DEPARTMENT EMAIL ADDRESS: hr@holbrockestates.org

ABOUT HOLBROCK ESTATES SUPPORTIVE HOUSING PROGRAMS:

HolBrock Estates is a Baltimore-based management and consultation firm dedicated to empowering economically disadvantaged, disabled, and high-risk individuals through the development and oversight of impactful housing and support programs. While HolBrock Estates does not directly own the programs it supports, it plays a pivotal role in designing, managing, and consulting for a wide range of services including homeless shelters, assisted living facilities, and supportive housing programs.

With nearly a decade of experience and over 5,000 individuals impacted, HolBrock Estates applies a holistic, person-centered approach that connects underserved populations with essential services—ranging from stable housing and life skills training to job placement, entitlement advocacy, and nutritious meals. The firm specializes in helping providers serve individuals with complex needs who are often excluded from traditional systems of care.

At HolBrock Estates, we envision a society where all individuals—regardless of disability or socio-economic status—have the opportunity to achieve stability, dignity, and independence.

DEPARTMENT: Supportive Housing Programs

ACCOUNTABLE FOR: Facilitating smooth, efficient, and compliant intake coordination for all HolBrock Estates residential programs.

SUMMARY OF POSITION RESPONSIBILITIES:

The Intake Coordinator is responsible for managing all incoming inquiries related to program admissions, facilitating intake appointments, maintaining accurate records of bed availability, and supporting applicants through the initial stages of the intake process. This position ensures that prospective residents and referral sources receive timely, professional, and welcoming service while maintaining internal tracking and compliance standards.

The Intake Coordinator plays a critical role in ensuring that bed capacity remains maximized and that all intake documentation is properly completed and routed to the Housing Admin Assistant for final processing.

SCHEDULED DUTIES AND RESPONSIBILITIES:

• Field and respond to incoming inquiries from prospective residents, guardians, and referral agencies.
• Conduct initial intake screenings to determine eligibility based on program requirements.
• Schedule and confirm intake assessments and tours with applicants and families.
• Provide applicants with intake packets, documentation checklists, and orientation materials.
• Update intake logs, tracking systems, and waiting lists on a daily basis.
• Handoff qualified applicants to the Housing Admin Assistant for completion of admissions.
• Track current bed availability across programs and communicate updates to the housing team.
• Coordinate with case managers, administrative staff, and program managers regarding applicant status and availability.
• Ensure intake documentation complies with internal policies and regulatory standards.
• Support applicant communication regarding intake timelines, required documents, and next steps.
• Maintain confidentiality and compliance with HIPAA and other applicable regulations.
• Uphold HolBrock Estates' commitment to trauma-informed, person-centered interactions.

UNSCHEDULED DUTIES AND RESPONSIBILITIES:

• Assist with gathering updated documentation for applicants as needed.
• Provide administrative support for intake-related audits, surveys, or program reviews.
• Support special projects related to intake process improvement and documentation updates.
• Participate in meetings or trainings related to housing program admissions and compliance.
• Maintain updated templates, forms, and resources for the intake process.
• Respond to urgent bed availability needs or rapid intake requests in coordination with leadership.
• Assist with resident onboarding and orientation when needed.
• Perform other intake-related duties as assigned by supervisors or executive leadership.

FOCUS #2:

CLASSIFICATION: Part-time, W-2 employee — 15 hours per week (37.5% of total weekly hours)

ALTERNATE TITLE(S): Customer Intake Liaison

COMPANY: American Homestays

COMPANY WEBSITE: [Insert Website Here]

COMPANY PHONE NUMBER: [Insert Phone Number Here]

HUMAN RESOURCES PHONE NUMBER: [Insert HR Phone Number Here]

HUMAN RESOURCES DEPARTMENT EMAIL ADDRESS: [Insert HR Email Here]

ABOUT AMERICAN HOMESTAYS:

American Homestays is a leading provider of customized housing solutions designed to meet the diverse needs of families, professionals, and individuals seeking temporary or permanent living arrangements. With a focus on quality craftsmanship, excellent service, and community engagement, American Homestays offers a wide range of services including property improvements, new home builds, repairs, and property management.

Our team is dedicated to helping clients achieve their vision—whether it’s upgrading a current residence, building a dream home, or securing a temporary living space. We prioritize customer satisfaction, attention to detail, and integrity in every project, big or small.

At American Homestays, we believe that a home should reflect both comfort and possibility, and we are proud to help our customers bring their goals to life.

DEPARTMENT: Customer Service and Sales Support

ACCOUNTABLE FOR: Managing the intake and coordination of all new customer inquiries to ensure seamless scheduling and follow-up.

SUMMARY OF POSITION RESPONSIBILITIES:

The Customer Intake Liaison is the first point of contact for prospective clients seeking home improvement, construction, or repair services. This role is responsible for fielding inquiries, scheduling consultations, tracking leads, and coordinating appointments with the appropriate estimators, sales representatives, or construction teams.

The Customer Intake Liaison plays a critical role in maintaining customer engagement, improving lead conversion rates, and supporting the overall efficiency of the intake and sales process.

SCHEDULED DUTIES AND RESPONSIBILITIES:

• Serve as the first point of contact for all new customer inquiries via phone, email, or walk-in.
• Schedule on-site or virtual consultations for property improvements, new home builds, or repair services.
• Maintain accurate and organized records of customer communications and scheduled consultations.
• Track incoming leads, follow up on inquiries, and work to increase lead-to-customer conversion rates.
• Coordinate scheduling with estimators, construction teams, and sales representatives to ensure availability.
• Ensure all intake forms and customer information are completed and entered accurately into the CRM system.
• Provide customers with basic service information, consultation expectations, and next steps.
• Assist with preparation of consultation packets or informational materials when needed.
• Uphold American Homestays' commitment to professionalism, timeliness, and excellent customer service.

UNSCHEDULED DUTIES AND RESPONSIBILITIES:

• Support the coordination of last-minute schedule changes or customer rescheduling needs.
• Assist with administrative tasks related to marketing campaigns, lead tracking, or customer engagement.
• Participate in special projects to improve intake processes, lead conversion strategies, and customer experience.
• Provide basic troubleshooting support for incoming inquiries before escalation.
• Maintain updated intake tracking sheets, CRM entries, and scheduling logs.
• Respond to urgent inquiries after hours if required and assist in connecting customers with the appropriate personnel.
• Perform other intake-related duties as assigned by supervisors or company leadership.

FOCUS #3:

CLASSIFICATION: Part-time, W-2 employee — 10 hours per week (25% of total weekly hours)

ALTERNATE TITLE(S): Property Management Support Coordinator

COMPANY: White Glove Property Management

COMPANY WEBSITE: https://wgpmanagement.com

COMPANY PHONE NUMBER: (410) 782-0028

HUMAN RESOURCES DEPARTMENT PHONE NUMBER: (410) 782-0028 EXT 10

HUMAN RESOURCES DEPARTMENT EMAIL ADDRESS: hr@wgpmanagement.com

ABOUT WHITE GLOVE PROPERTY MANAGEMENT:

White Glove Property Management is a full-service real estate management firm committed to excellence, professionalism, and high-touch service for property owners, investors, and tenants. We manage single-family homes, multifamily units, and mixed-use developments with a concierge-level approach that prioritizes integrity, transparency, and property performance.

Our mission is to deliver peace of mind and sustained value through expert property oversight, responsive communication, and a consistent commitment to quality.

DEPARTMENT: Property Management

ACCOUNTABLE FOR: Providing administrative, communication, and logistical support to the property management and maintenance teams to ensure smooth daily operations.

SUMMARY OF POSITION RESPONSIBILITIES:

The Property Management Support Coordinator provides essential administrative and operational assistance to the property management and maintenance divisions. This role supports tenant communication, work order processing, recordkeeping, and coordination of property activities such as unit turnovers, inspections, and move-in/move-out logistics.

The Property Management Support Coordinator plays a key role in maintaining efficiency, tenant satisfaction, and compliance within White Glove Property Management’s operational framework.

SCHEDULED DUTIES AND RESPONSIBILITIES:

• Provide administrative support to the Property Manager and maintenance team.
• Process incoming tenant communications, work order entries, and rent-related inquiries.
• Draft standard notices (e.g., entry notices, late payment reminders, lease violation letters) for Property Manager review.
• Assist in scheduling property inspections, maintenance visits, and vendor appointments.
• Maintain organized digital and physical records for tenant files, work orders, and compliance documentation.
• Support unit turnover processes including scheduling cleaning, repairs, and inspections.
• Coordinate logistics for tenant move-ins and move-outs, including key exchange and walkthrough appointments.
• Update property management systems (e.g., Buildium, AppFolio, or similar) with notes, statuses, and documentation.
• Respond to routine resident inquiries, providing assistance or escalating issues to the Property Manager as appropriate.
• Ensure timely follow-up on open work orders and maintenance requests.
• Contribute to maintaining a high standard of tenant service and professionalism.

UNSCHEDULED DUTIES AND RESPONSIBILITIES:

• Assist with preparation of monthly owner updates or reports as assigned.
• Respond to after-hours resident messages if assigned or rotated.
• Support internal audits, compliance reviews, or process improvement initiatives.
• Participate in team meetings, training sessions, and vendor coordination meetings.
• Assist with special projects related to property marketing, resident retention, or vendor management.
• Perform other duties as assigned by the Property Manager or executive leadership.

QUALIFICATIONS:

• High school diploma or GED required; Associate’s degree in Business, Office Administration, or related field preferred
• At least 2 years of office management, administrative, or coordination experience
• Excellent written and verbal communication skills
• Detail-oriented and able to prioritize multiple tasks effectively
• Proficiency in Microsoft Office, Google Workspace, and CRM systems
• Experience in housing, property management, or health/social services preferred

Salary : $15 - $19