Resident Services Specialist - As Needed

Agate Housing and Services•Minneapolis, MN

About The Position

Agate Housing and Services is a nonprofit organization working to end homelessness and relieve hunger through action and advocacy. The Resident Services Specialist plays a dual role in operating the reception area and supporting the safety and well-being of residents, visitors, and staff. The role is suited to a compassionate, adaptable person comfortable in a high-volume, fast-paced environment and committed to trauma-informed care, harm reduction, and housing stability. As the site's first point of contact, the specialist provides a warm welcome and light-touch support, including information, referrals, and basic help navigating systems. The position also helps maintain a calm, safe, and welcoming environment. The as-needed schedule is anywhere from zero to three shifts per week, from 4 p.m. to 10 p.m., for zero to 18 hours per week. This union-represented position is covered by AFSCME Local 999. 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.

Requirements

An associate degree or equivalent experience in Human Services or property management is preferred, or three years of experience in a similar role and setting.
Experience providing information and referrals.
Ability to set boundaries and manage direct client contact, including defusing and de-escalating people in crisis or displaying inappropriate behavior.
Ability to work with people who struggle with mental illness or chemical dependency.
Proficiency with Microsoft Office products.
Proven ability to multitask.
Excellent communication skills, courteous manners, and customer service experience.
Demonstrated ability to work with diverse populations and a diverse workforce.
Valid state ID and successful completion of a DHS and Kari Koskinen background check.
Commitment to Agate Housing and Services' values and mission of ending homelessness and relieving hunger through action and advocacy.
Commitment to working toward an anti-racist culture within Agate and the community.
Belief that every household can achieve housing stability.
Commitment to harm reduction and Housing First philosophies.
Ability to work respectfully with clients, coworkers, and stakeholders across differences in race, ethnicity, gender identity, sexual orientation, socioeconomic status, and religion.
Ability to establish rapport quickly with people experiencing a crisis using trauma-informed care, client-centered care, and strengths-based approaches.
Organizational skills, attention to detail, and ability to meet paperwork and documentation expectations efficiently and accurately.
Competency and comfort using technology and computers.

Nice To Haves

Experience working with residents in supportive housing site-based programs.
Lived experience of homelessness, or experience working, interning, or volunteering with people experiencing homelessness.
Fluency in languages used by clients, such as Spanish, Amharic, Oromo, Somali, or ASL.

Responsibilities

Welcome residents, guests, staff, and visitors as the first point of contact, using a warm, professional, and trauma-informed approach; engage with clients to develop rapport.
Answer incoming 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 security camera footage throughout the shift, including the building perimeter, and accurately document and report incidents.
Buzz clients into the building from outside and verify that they are on a facility roster; do not leave guests outside when front desk staff are available.
Provide basic information and assistance at the reception desk and communicate client needs to shelter staff when they exceed the support available at the desk.
Coordinate services with Trellis Property Management, asset protection, and security.
Assist clients locked out of their units by issuing a backup key or letting them into their living area with a fob.
Provide core services to housing clients, including referrals, information, paperwork assistance, and service navigation.
Keep the lobby and front desk clean, organized, and safe, including taking out the trash.
Troubleshoot technical issues with office equipment and phones and contact Admin for assistance as needed.
Use de-escalation and crisis response skills to address behavior issues or conflicts while maintaining professional boundaries.
Request support through Trellis when client issues exceed the specialist's ability to handle independently, or call 911 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.