Resident Services Specialist

Job Description

Job Description

CAREER OPPORTUNITY

Agate is a nonprofit organization whose mission is to end homelessness and relieve hunger through action and advocacy. We provide emergency services, shelter, and housing programs for individuals and families. We encourage applicants with lived experience to apply (anyone who has not received services from Agate within the last two years is welcome to apply). We believe that housing is a basic human right.

Our Values:

• Integrity: Always doing what's right, even when it's not easy or popular.
• Equity: Challenging unfair systems and making changes that better support those most affected by homelessness and hunger.
• Humanity: Recognizing how these issues affect everyone, building trust, and forming strong relationships by understanding people's needs.
• Creativity: Finding new and original ways to meet the community's needs.

Resident Services Specialist Position Overview:

The Resident Services Specialist plays a vital dual role in ensuring both the smooth operation of the reception area and the safety and well-being of residents, visitors, and staff. This position is ideal for a compassionate, adaptable individual who thrives in a high-volume, fast-paced environment and is committed to trauma-informed care, harm reduction, and housing stability. 

As the first point of contact for the site, you'll provide warm hospitality, offer light-touch support services such as information, referrals, and basic assistance navigating systems, while also helping maintain a calm, safe, and welcoming environment for all. 

  Schedule: Daily - 4pm - 10pm, 12 - 18 hours/week 

Position Responsibilities:

• Serve as the first point of contact for residents, guests, staff, and visitors-offering a warm, professional, and trauma-informed welcome. Actively engage with clients, including making eye contact and acknowledge them to develop rapport.
• Answer any incoming phone calls in the front desk area.
• Conduct regular walk-throughs of the building, patio and grounds to engage with residents and identify safety or maintenance concerns.
• Monitor and review security camera footage throughout the shift, document and report incidents accurately. This included the entire perimeter of the building.
• Buzz clients into the building from outside and verify that they are on a facility roster, this includes housing and shelter. Guests cannot be left outside when staff are available at the front desk.
• Provide basic information and assistance to any individual that comes to the reception desk for assistance and be sure to communicate client needs to shelter staff when needs arise that are beyond those that can be offered at the reception desk.
• Coordinating services with Trellis Property Management, asset protection and security.
• Support clients that are locked out of their units by issuing a back-up key or fobbing them into their living area.
• Provide core services, including making referrals, offering information, and assisting with paperwork or service navigation for housing clients.
• Maintain a clean, organized, and safe lobby and front desk area. This includes taking out the trash.
• Troubleshoot technical issues with office equipment and phones and reach out to Admin for assistance as needed.
• Use de-escalation and crisis response skills to address behavior issues or conflicts, maintaining professional boundaries at all times.
• Request support through Trellis when client issues arise beyond your ability to handle independently or call 911 for assistance as needed.
• Communicate with teams and first responders as needed to support safety or emergency response.
• Attend team meetings and shift huddles to stay informed about client needs and program updates. Provide coverage and cross-support across programs as needed.
• Perform other duties as assigned.

Required Qualifications:

• Associate degree or equivalent experience in Human Services or property management preferred or 3 years of experience in a similar role and setting.
• Information and referral experience.
• The ability to set boundaries and manage direct client contact, including defusing and deescalating clients who are in crisis or displaying inappropriate behaviors.
• The ability to work with persons who struggle with mental illness or chemical dependency.
• Proficient with Microsoft Office products.
• Proven ability to multi-task.
• Excellent communication skills, courteous manners, and customer service experience are essential.
• Demonstrated ability to work with diverse populations and a diverse workforce.
• Must have valid state ID and pass a DHS and Kari Koskinen background check.

In addition, successful applicants will embrace the following perspective, skills and abilities:

• Commitment to Agate Housing and Services' values and mission of ending homelessness and relieving hunger through action and advocacy.
• Commitment to working towards an anti-racist culture both within Agate and the community.
• Hold the belief that every household can achieve housing stability.
• Commitment to harm reduction and housing first philosophies.
• Work respectfully with clients, coworkers, and key stakeholders who are diverse with respect to race, ethnicity, gender identity, sexual orientation, socio-economic status, and religion.
• Ability to establish rapport quickly with people experiencing a crisis through the use of trauma informed care, client centered care, and strengths-based approaches.
• Ability to meet expectations regarding paperwork and documentation through organizational skills, a strong attention to detail, and the ability to work efficiently and accurately, competency and comfort using technology and computers.

Preferred Qualifications:

• Experience working with residents in supportive housing site-based programs. 

• Lived experience of homelessness, experience working, interning, or volunteering with people experiencing homelessness.  

• Fluency in languages used by our clients (Spanish, Amharic, Oromo, Somali, ASL) 

This job description is intended to outline the general nature and level of work performed by employees within this role. It is not an exhaustive list of all responsibilities, duties, or qualifications required for the position. The organization reserves the right to modify, add, or remove job duties as business needs evolve. 

Union Membership

This position is represented by AFSCME Local 999. As part of this union-represented role, employees benefit from collective bargaining rights, union representation, and other provisions outlined in the Collective Bargaining Agreement.

In accordance with the agreement, all employees in union-covered positions are required to contribute through union dues or fair share fees. The current contract does not provide an option to opt out of these contributions.

Applications will be accepted until position is filled. Qualified applicants will be selected for interviews as applications are received.  No phone calls please.

Agate Housing and Services is proud to be an equal opportunity workplace and strives to promote an environment that is diverse and inclusive where all individuals are treated with dignity and respect. Agate Housing and Services is an equal opportunity employer and encourages applications from people of color, indigenous people, persons with disabilities, and LBGTQ+ individuals.