Resident Services Specialist

Agate Housing and Services • Minneapolis, MN

7d

About The Position

The Resident Services Specialist supports the daily operation of the reception area and helps promote the safety and well-being of residents, visitors, and staff. The role is suited to a compassionate, adaptable person who can work in a high-volume, fast-paced environment and is 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 role also helps maintain a calm, safe, and welcoming environment. The schedule is daily from 4 p.m. to 10 p.m., for 12–18 hours per week.

This position is represented by AFSCME Local 999. Employees in union-covered positions are required under the collective bargaining agreement to contribute union dues or fair share fees; the current contract does not provide an option to opt out. Applications are accepted until the position is filled, and qualified applicants are selected for interviews as applications are received.

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 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 ability to pass a DHS and Kari Koskinen background check.
• 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 diverse in race, ethnicity, gender identity, sexual orientation, socioeconomic status, and religion.
• Ability to quickly establish rapport with people experiencing crisis using trauma-informed, client-centered, and strengths-based approaches.
• Organizational skills, attention to detail, and ability to complete paperwork and documentation 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, including Spanish, Amharic, Oromo, Somali, or ASL.

Responsibilities

• Welcome residents, guests, staff, and visitors professionally and in a trauma-informed manner; engage with clients to build rapport.
• Answer incoming phone 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 and review security camera footage throughout the shift, including the building perimeter, and accurately document and report incidents.
• Buzz clients into the building from outside after verifying they are on a facility roster; do not leave guests outside when front desk staff are available.
• Provide basic information and assistance to people seeking help at reception, and communicate needs to shelter staff when they exceed reception's scope.
• Coordinate services with Trellis Property Management, asset protection, and security.
• Assist clients locked out of their units by issuing a backup key or using a fob to let them into their living area.
• Provide core services to housing clients, including referrals, information, and assistance with paperwork or 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 Trellis support 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.

Benefits

• Collective bargaining rights and union representation through AFSCME Local 999, with other provisions outlined in the Collective Bargaining Agreement.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: Associate degree