Affordable Supportive Housing Desk Clerk

Job Description

Job Description

Description:

About Forward Property Management Solutions

Forward Property Management Solutions is a boutique multifamily management, consulting, and asset management company based in Austin, Texas. We partner with owners across affordable housing, conventional multifamily, build-to-rent, active adult, lease-up, and supportive housing communities to deliver operational excellence, financial performance, and exceptional resident experiences.

We were built on the belief that people matter, systems should make jobs easier, communication creates accountability, and performance matters. Residents deserve exceptional experiences. Owners deserve transparency. Teams deserve support and real development.

Our work is guided by operational excellence, resident experience, leadership development, accountability, technology adoption, and continuous improvement. If you want to be part of a team that takes the work seriously and treats people well, Forward is the right place.

Moving Property Management Forward.

Position Summary

The Desk Clerk is the front line presence at a permanent supportive housing community and is responsible for monitoring building access, greeting residents and visitors, and maintaining a safe, welcoming, and orderly environment. Stationed at the front desk or lobby, the Desk Clerk is often the first and most consistent point of contact for residents, guests, vendors, and partner agencies.

In supportive housing, the desk is more than a security post. It is where trust is built, where small problems are caught early, and where residents are treated with dignity every single day. The Desk Clerk observes, documents, communicates, and escalates. Calm presence, sound judgment, and clear communication matter as much as vigilance. If you are dependable, observant, and committed to treating every person with respect, this role is essential to the community.

What Success Looks Like

Successful team members at Forward:

• Take ownership of problems and follow them through to resolution
• Look for ways to improve processes rather than simply perform tasks
• Communicate proactively with teammates, leadership, and stakeholders
• Protect company and client resources as if they were their own
• Support teammates and contribute to a positive, accountable culture
• Embrace technology, continuous learning, and responsible use of AI tools
• In this role specifically: maintain a safe and welcoming front desk, accurately monitor and document building access, respond calmly to incidents, and treat every resident and visitor with dignity and Fair Housing compliance

Core Responsibilities

Front Desk and Access Control

• Greet residents, guests, vendors, and partner agency staff professionally and direct them appropriately.
• Monitor and control building access according to property policy, verifying guests and visitors and maintaining accurate sign-in and sign-out logs.
• Issue, track, and collect keys, fobs, or access credentials in accordance with property procedures.
• Maintain awareness of who is entering and leaving the building and ensure unauthorized individuals do not gain access.

Safety, Observation, and Incident Response

• Monitor the lobby, entrances, and common areas through direct observation and camera systems where available.
• Respond calmly to incidents, disturbances, and emergencies, following established protocols and escalating to the Community Manager, on-call staff, or emergency services as appropriate.
• Document incidents, unusual activity, and safety concerns accurately and promptly in the required format.
• Identify residents who may be experiencing a crisis or challenge and notify the Community Manager and Resident Services or Case Management partners promptly and discreetly.

Resident Experience and Communication

• Create a front desk experience that reflects Forward's commitment to professionalism, responsiveness, and respect for every resident served.
• Address resident questions and requests professionally, escalating to the Community Manager or Assistant Community Manager as needed.
• Support a trauma-informed, dignity-first environment consistent with the standards of permanent supportive housing.
• Uphold Fair Housing standards in every interaction without exception.

Administrative and Operational Support

• Maintain accurate shift logs, visitor records, package logs, and pass-down notes for the next shift.
• Receive, log, and secure resident packages and deliveries according to property procedures.
• Distribute approved notices and communications to residents as directed.
• Keep the front desk and lobby area clean, organized, and presentable throughout the shift.
• Complete a thorough shift handoff so the incoming Desk Clerk has full awareness of open items and concerns.

Technology Requirements

Candidates must be comfortable working in the following platforms or able to learn them quickly:

• Property management software: Yardi, Entrata, or RealPage (experience preferred)
• Microsoft 365: Outlook, Word, and Teams
• Access control, visitor management, and camera or monitoring systems as used by the property
• Incident reporting and shift log tools as used by the property

Cybersecurity and Data Privacy: Protect company, client, resident, and vendor information by following Forward's cybersecurity, data privacy, and acceptable use policies at all times.

AI and Automation: Participate in the adoption and responsible use of AI-assisted tools and workflow automation to improve efficiency, accuracy, and reporting capabilities as Forward continues to build out its technology stack.

Performance Metrics and KPIs

• Access control accuracy: complete and accurate visitor, key, and access logs
• Incident documentation: incidents reported accurately and within required timelines
• Shift reliability: consistent attendance, punctuality, and complete shift handoffs
• Response quality: calm, policy-compliant response to incidents and emergencies
• Resident satisfaction: positive resident feedback regarding professionalism, communication, and responsiveness
• Fair Housing compliance: zero substantiated complaints

Qualifications

Required

• 1 or more years of front desk, security, customer service, or related experience
• Strong observation skills and sound judgment under pressure
• Clear written and verbal communication, including accurate documentation
• Ability to remain calm and professional in difficult or emergency situations
• Understanding of Fair Housing basics
• High school diploma or equivalent required

Preferred

• Prior experience in permanent supportive housing, affordable housing, or a similar resident-facing environment
• Familiarity with trauma-informed care principles or de-escalation training
• Experience with access control, visitor management, or camera monitoring systems
• CPR or First Aid certification
• Bilingual in English and Spanish is a plus

Physical Requirements

• Ability to remain stationed at a front desk for extended periods
• Ability to move throughout the building and common areas to monitor activity
• Ability to respond quickly to incidents, including standing, walking, and climbing stairs as needed
• Occasional lifting not to exceed 25 pounds, such as receiving packages
• Reasonable accommodations will be made for qualified individuals with disabilities in accordance with applicable law

Travel Requirements

This is an on-site role. Occasional travel for training. Travel requirements will not exceed 5% of working time. Schedules may include evenings, overnights, weekends, and holidays based on property coverage needs.

Professional Development

Forward is committed to developing Desk Clerks into broader site team roles. This role will have access to:

• Fair Housing and de-escalation training
• Trauma-informed care and supportive housing best practices
• Mentorship from the Community Manager and Assistant Community Manager
• A defined internal growth path: Desk Clerk ? Lead Desk Clerk ? Assistant Community Manager

Compensation and Benefits

Forward Property Management Solutions offers a competitive compensation package commensurate with experience and qualifications. Specific details regarding base salary, bonus eligibility, and benefits will be discussed during the interview process.

Benefits may include health, dental, and vision insurance, paid time off, paid holidays, retirement plan options, and professional development support. All compensation and benefit offerings are subject to company policy and applicable law.

Employment At-Will Statement

Employment with Forward Property Management Solutions is at-will. Nothing contained in this job description creates an employment contract, express or implied. Employment may be terminated by either the employee or the company at any time, with or without cause or notice, subject to applicable law.

Equal Opportunity Statement

Forward Property Management Solutions is an equal opportunity employer. We are committed to creating an inclusive workplace and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable federal, state, or local law. All qualified applicants will receive consideration for employment without regard to any of these protected characteristics.

This position requires compliance with all applicable Fair Housing laws. All team members are expected to uphold Fair Housing standards in every aspect of their work without exception.

Applicants requiring reasonable accommodations to complete the application or interview process should contact us at View email address on ziprecruiter.com.