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.

Housing Support Representative I:

• Manage incoming calls.
• Assist residents with inquiries and ensure that issues are resolved both promptly and thoroughly.
• Manage and enforce visiting policy and process.
• Provide quality service and support in variety of areas, including, but not limited to, maintenance requests, complaints, grievances, resources and referrals.
• May administer medications according to established procedures and guidelines.
• Be vigilant of surroundings and utilize conflict resolution and de-escalation skills to defuse crisis situations, as required.
• 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.
• 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.
• Other duties as assigned.

Housing Support Representative II (in addition to above):

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

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.