Residential Specialist

JOB SUMMARY

The Residential Specialist (RS) supports Plymouth residents by working as a part of the Permanent Supportive Housing team and maintains high quality service delivery based on the values inherent in Plymouth's mission, the principles of cultural proficiency, the tenets of harm reduction and trauma-informed care, and the 'housing first' philosophy. Specific tasked related to this position (but are not limited to) include continuous commitment supporting the well-being of residents, and consistent staff presence in the building 24/7 and supports the work of the LEAD Residential Specialist all while fostering a sense of community. This position supports all functions in the office lobby, provides assistance to residents and helps maintain a safe and clean building environment,

Work Schedule: This position can work extra hours and/or different shifts as needed due to staff illness, no shows, vacations, and open positions to maintain building coverage and operations. At times this schedule adjustment can be mandatory.

This is a unionized position represented by Local 8 of the Office and Professional Employees International Union (OPEIU).

ESSENTIAL JOB FUNCTIONS

(Responsibilities, accountabilities, and competencies; may not include all duties of this job)

Tenant Services

• Operates all functions in the front lobby office, including checking and logging visitors in and out, answering telephones and monitoring security systems, directing vendors, and reading and replying to emails.
• Collaborates and works alongside internal stakeholders in providing effective support and resources, acts as a liaison between Plymouth residents and external service providers, conducts ongoing outreach to all residents and provide resources to residents as needed, welcomes all new residents into a safe environment, while always showing supportive cohesive services in all spaces and at all times.
• Collaborates and problem solves with Housing Case Managers and Community Specialist to take actions that align tenant services around resident goals; contact outside services providers as necessary.
• Supports and builds strong community relationship with all residents in creating a welcoming environment through creative, and resourceful strategies that build trust and confidence:
  • Support the well-being and housing stability by helping and educating tenants with access to resources and engaging them in learning life skills needed to navigate life's challenges.
  • Answer resident questions, address complaints and provide residents supportive, coaching and follow-up
  • Partner and problem solve with creating plans that address concern or issues.
  • Assists tenants with unit services and can include but not limited to, re-entry into individual units.
• Mediates conflict using de-escalation, conflict mediation and other techniques as needed.
• Distribute notices, newsletters, brochures, and other relevant materials to residents, ensuring that communication accommodates language differences, cultural differences, visual impairments, and other necessary accommodations as requested by residents.
• Supports offsite property management through posting notices, outreaching/communicating with tenants, assisting with submitting work orders, and receiving rent payments.
• Provides support, guidance and oversight as directed by the Residential Services Manager for all volunteers and interns.

Building Security & Safety

• Maintains building security at all times by monitoring and following all building/staff safety and emergency procedures, including use of radios, according to Plymouth policies.
• Maintains safety and security by monitoring all general access areas, including for unauthorized guests, and informs RSM of any violation of program rules; intervene on tenants' behalf to remove unauthorized guests, including calling 911.
• Conducts regular safety/floor checks and promotes a safe, positive and sanitary environment for residents and staff.
• Intervenes in crises, responds to emergencies, and initiates action as required, including contact with emergency response systems while focusing on the tenets of harm reduction and trauma-informed care.

Janitorial and Light Maintenance

• Perform light janitorial and maintenance tasks in all areas of facilities, including, but not limited to, individual units, common areas, front office, restrooms, trash rooms, equipment rooms, sidewalks
• Facilitates access to building areas for contractors, repair and service representatives and vendors.
• Assist with pest control, including heat treatment for bedbugs
• Moves building and unit furniture, as needed

Administrative

• Assist with general support as needed (examples: faxing, distributing mail, making copies, etc.)
• Checks all radios at the start and end of all shifts
• Ensure significant events involving residents and building operations activities are recorded accurately in daily log and all necessary information during shift, reads log daily at start of shift; maintains and or assists with other program documentation as needed i.e., Incident Reports
• Maintains confidentiality and privacy of residents and compliance with regulatory requirements when assisting in gathering resident information attends staff and team meetings. Participates in regular supervision meetings.
• Practices a cooperative work approach and promotes teamwork among co-workers.

Other

• Other duties as assigned by Site Director or Residential Services Manager.

Live-in Responsibilities

As a condition of employment in a Live-In position you must reside in a designated unit in the building where you work in addition to other criteria requirements that will be met to be considered a tenant while employed at Plymouth Housing.

• Maintain safety and report any resident activities and building issues of concern observed during time-off to the Site Director.
• Acts a first responder to building emergencies as needed i.e., fire alarm and blackout and assists staff on-shift.
• Assists staff upon request to provide back-up with emergency response system.

ESSENTIAL JOB QUALIFICATIONS

(Any equivalent combination of knowledge, skills, abilities, education, and experience)

Education: High school diploma, GED certificate or an equivalent combination of education, relevant work experience.

Experience: Previous customer service experience and experience providing services to low-income households, families, and or/adults with disabilities.

Knowledge, Skills and Abilities:

• Committed to working toward diversity, equity, and inclusion in providing services to tenants and working with Plymouth staff. Able to communicate and work effectively with a diverse group of voices in support of Plymouth's goal of being an anti-racist organization.
• Ability to communicate effectively with tenants, the public and always maintain professional boundaries with tenants.
• Ability to stay calm and work effectively in a dynamic and potentially challenging environment, including working with individuals demonstrating the effects of trauma, substance use or behavioral health challenges.
• Demonstrated ability to work with diverse populations.
• Ability to work independently as well as courteously and effectively in a team environment.
• Ability to perform a variety of duties, often changing from one task to another.
• Excellent written and verbal communication skills.
• Demonstrated experience with Microsoft Office applications Word and Outlook, and ability to work efficiently and effectively with customized databases and technology, and conduct Internet research.

Desired Qualifications:

• Experience with diverse, low-income, homeless, or special needs population is desired.
• Previous employment in social services, supportive housing, or mental health desired.

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