Resident Coordinator - Heritage Village

Job Description

Job Description

About Quest Community Development Corporation

Quest Community Development Corporation is a nonprofit organization that builds strong communities and promotes social equity through collaboration and service integration. We focus on community housing and development to create resilient, thriving neighborhoods. Our vision centers on establishing a collective impact model that leverages affordable housing and a comprehensive service-delivery hub to revitalize historically underserved communities in West Atlanta.

Position Summary

The Resident Coordinator supports the opening, lease-up, and ongoing daily operations of Heritage Village, a new 104-unit affordable housing community. The size of the property and the volume of resident communication, move-in coordination, work order follow-up, annual recertification support, resident concerns, and administrative work require a dedicated Resident Coordinator who keeps property operations running efficiently and delivers consistent customer service to residents. This is a live-in position: the Resident Coordinator lives in an apartment at Heritage Village furnished by Quest CDC, with utilities paid, as a condition of employment.

The Resident Coordinator serves as a primary point of contact for residents and works closely with Property Management, Maintenance, Supportive Services, vendors, and other internal departments. The Resident Coordinator communicates with residents, prepares and conducts move-ins and orientations, schedules appointments, follows up on work orders, delivers resident notices, coordinates inspections, supports recertification appointments and document collection, organizes community meetings, and provides general administrative support to the property management office. The Resident Coordinator exercises independent judgment: resolving routine resident concerns, setting daily administrative priorities, pursuing outstanding resident documentation, arranging appointments, and identifying matters that warrant escalation to the Property Manager or Senior Property Manager. The Resident Coordinator works independently within established policies and procedures and keeps accurate records that support compliance requirements.

This position frees the Property Manager to concentrate on higher-level responsibilities, including financial performance, compliance oversight, occupancy, staff supervision, vendor management, reporting requirements, lease enforcement, and overall property operations. The role matters most during the initial opening and stabilization period, when a 104-unit lease-up demands significant coordination among applicants, new residents, Property Management, Maintenance, Supportive Services, and outside partners. Filling the Resident Coordinator position before or during lease-up builds strong operational systems from the outset, improves the resident experience, accelerates completion of required documentation, and allows the management team to keep its focus on compliance and successful property stabilization. On-site residency strengthens each of these outcomes by extending the management team’s presence in the community beyond office hours.

Live-In Residency Requirement

Quest CDC designates the Resident Coordinator position as live-in. Quest CDC furnishes an apartment at Heritage Village and pays the utilities for that apartment. The Resident Coordinator occupies the unit on the business premises, for the convenience of the employer, as a condition of employment, and maintains residency at Heritage Village throughout employment in this role.

• Occupy the assigned on-site apartment as a primary residence for the duration of employment in this position.
• Sign an occupancy agreement that runs concurrently with employment, and vacate the unit within the timeframe that the agreement specifies once employment in this position ends.
• Keep the apartment clean and safe, and follow the same community rules, inspection standards, and conduct expectations that apply to residents.
• Maintain an after-hours on-site presence: observe and report conditions affecting the property; contact on-call Maintenance, the Property Manager, Security, or emergency services as circumstances require; direct on-site responders; and secure the affected area until help arrives.
• Record every hour worked, including after-hours response time, in the Quest CDC timekeeping system. This position is non-exempt: Quest CDC pays the Resident Coordinator for all hours worked and pays overtime for hours worked beyond 40 in a workweek.
• Escalate medical emergencies, criminal activity, crises, and lease enforcement matters rather than resolving them personally.
• Maintain professional boundaries with residents at all times. Living on-site does not place the Resident Coordinator on duty around the clock; Quest CDC defines the scheduled hours and after-hours response expectations for the position in writing.

Quest CDC provides the terms of the occupancy agreement, the scope of the after-hours response expectation, and the tax treatment of the employer-furnished apartment and utilities in writing before the start date.

Essential Duties and Responsibilities

Resident Relations, Communication, and Customer Service:  Serve as the primary point of contact for residents regarding routine property-related questions, concerns, requests, complaints, and general communications. Maintain a consistent presence throughout the community and build professional relationships with residents. Explain property procedures, community rules, notices, work order processes, and office expectations. Document resident interactions, follow up promptly, help resolve conflicts where appropriate, and immediately escalate serious lease violations, safety concerns, behavioral incidents, and emergencies to the Property Manager or Assistant Property Manager.

Property Monitoring, Inspections, and Community Standards:  Walk the 104-unit community daily and monitor common areas, hallways, grounds, community spaces, entrances, and other shared areas. Identify and report maintenance concerns, housekeeping issues, safety hazards, unauthorized activity, security concerns, property damage, and potential lease violations. Schedule and coordinate unit, housekeeping, preventive maintenance, and other property monitoring inspections with management. Document observations and report them to the Property Manager, Assistant Property Manager, Maintenance team, or Security personnel.

Work Order Coordination and Maintenance Follow-Up:  Show residents how to submit maintenance requests through approved reporting procedures. Track work orders, follow up on open items, arrange unit access and scheduling with residents, and coordinate outstanding requests with the Maintenance team. Check back with residents after Maintenance completes the work, and immediately report emergency maintenance issues, health and safety concerns, and recurring property conditions to management.

Move-In, Move-Out, and Resident Transition Coordination:  Coordinate resident move-ins, move-outs, and approved transfers. Schedule appointments, prepare resident packets, conduct move-in orientation, issue keys and access items, review property procedures, and confirm that residents know how to submit work orders and reach the management office. Relay information among residents, Property Management, and Maintenance during unit transfers and move-out activities.

Property Administration and Recordkeeping:  Support the property management office by documenting resident contacts, drafting routine correspondence and notices, maintaining tracking logs, scheduling appointments, organizing files, and keeping property records accurate. Handle administrative follow-up for the Property Manager and Assistant Property Manager on resident concerns, inspections, occupancy, and daily property operations.

Community Engagement and Interdepartmental Coordination:  Coordinate resident meetings, community activities, educational sessions, property notices, and resident engagement initiatives. Work with Property Management, Maintenance, Supportive Services, Security, and other internal departments to address property concerns and strengthen communication. Connect residents to the appropriate department or resource while maintaining clear boundaries between Property Management responsibilities and supportive service functions.

On-Site Residency and After-Hours Response:  Live in the assigned apartment at Heritage Village and maintain a visible, professional presence in the community. Observe and report after-hours conditions such as safety hazards, property damage, unauthorized activity, and building system failures. Respond to after-hours emergencies by contacting on-call Maintenance, the Property Manager, Security, or emergency services, directing responders on site, and securing the affected area until help arrives. Log all after-hours time worked in the timekeeping system. Escalate medical emergencies, criminal activity, crisis situations, and lease enforcement matters rather than resolving them personally.

Qualifications

• Hold a high school diploma or equivalent; some college or an associate’s degree preferred.
• Bring 1–2 years of experience in property management, administration, customer service, resident services, nonprofit services, or a related field (preferred).
• Experience serving individuals who face homelessness, housing instability, substance use challenges, or other barriers to housing stability strengthens an application.
• Peer Support Specialist certification or experience in peer support, recovery support, behavioral health, or substance use counseling is a plus.
• Organize competing priorities, manage time effectively, and work independently with limited supervision.
• Communicate clearly and professionally, in writing and in person, with residents, staff, vendors, and community partners.
• Use basic computer applications to maintain accurate records, document resident interactions, and follow established procedures.
• Complete training in Fair Housing, crisis response and de-escalation, resident relations, lease compliance, and affordable housing operations.
• Reside in the assigned apartment at Heritage Village for the duration of employment in this position.
• Meet the Quest CDC pre-employment screening requirements for staff who reside on the property.

Working Environment

The Resident Coordinator works in the management office and throughout the community, regularly walks the property, and resides in an apartment on the Heritage Village grounds. The work involves regular walking, stair use, and time spent outdoors in varying weather conditions. The environment carries some physical risk, and the Resident Coordinator always follows basic safety precautions and Quest CDC safety procedures. The position combines scheduled weekday hours with the after-hours on-site response expectations described under Live-In Residency Requirement.

Competitive Benefits Package

• On-site apartment at Heritage Village with employer-paid utilities (required for this position)
• 60% Employer-paid Health
• Health Savings Account (HSA) / Healthcare Flexible Spending Account (FSA) / Dependent Care FSA
• 100% Employer-paid Life Insurance
• Long-Term Disability
• Voluntary Benefits: Vision / Dental / AFLAC – hospital, short-term disability, cancer, and accident insurance / 401(k)
• Personal Days (4) / Accrued PTO time
• Paid Christmas Week Vacation / Paid Holidays (11)
• Undergraduate and Graduate Educational Tuition Reimbursement

Equal Opportunity Employer

Quest Community Development Corporation is an equal opportunity employer and does not discriminate based on sex, race, ethnicity, age, religion, social class, disability, or sexual orientation.