Resident Services Specialist - As Needed

Agate Housing and Services•Minneapolis, MN

18h

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 supports the safe, welcoming, and smooth operation of the reception area while helping promote the safety and well-being of residents, visitors, and staff. The role is a first point of contact for the site and provides warm, trauma-informed hospitality, basic information, referrals, and assistance navigating systems. It calls for a compassionate, adaptable person committed to harm reduction and housing stability who can work effectively in a high-volume, fast-paced environment. This is an as-needed position, with anywhere from zero to three shifts per week, scheduled from 4 p.m. to 10 p.m., for zero to 18 hours per week. The role is represented by AFSCME Local 999. Union-covered employees are required to contribute union dues or fair share fees under the collective bargaining agreement. Agate's values are integrity, equity, humanity, and creativity. The organization is committed to an anti-racist culture, housing stability, harm reduction, and housing-first philosophies, and welcomes applicants with lived experience. Applications are accepted until the position is filled, with interviews conducted as applications are received. Agate Housing and Services is an equal opportunity employer.

Requirements

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 clients in crisis or displaying inappropriate behavior.
Ability to work with people who experience 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 ability to pass DHS and Kari Koskinen background checks.
Commitment to Agate Housing and Services' mission and values, including 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 crises using trauma-informed, client-centered, and strengths-based approaches.
Organizational skills, attention to detail, and ability to complete paperwork and documentation efficiently and accurately.
Competence and comfort using technology and computers.

Nice To Haves

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

Responsibilities

Welcome residents, guests, staff, and visitors in a warm, professional, and trauma-informed manner; engage with clients and build rapport.
Answer incoming calls at the front desk.
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 for housing or shelter; do not leave guests outside when front desk staff are available.
Provide basic information and assistance at the reception desk and communicate needs beyond the desk's scope to shelter staff.
Coordinate services with Trellis Property Management, asset protection, and security.
Assist clients locked out of their units by issuing a backup key or providing access to their living area.
Provide core services to housing clients, including referrals, information, paperwork assistance, and service navigation.
Maintain a clean, organized, and safe lobby and front desk, including taking out the trash.
Troubleshoot office equipment and phone issues and contact Administration for help 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 employee's ability to handle independently, or call 911 when needed.
Communicate with teams and first responders to support safety and 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.