Residential Specialist

Plymouth Housing Group•Seattle, WA

18d

About The Position

The Residential Specialist supports Plymouth residents as part of the Permanent Supportive Housing team. The role provides high-quality services grounded in Plymouth’s mission, cultural proficiency, harm reduction, trauma-informed care, and the housing-first philosophy. The Residential Specialist maintains a consistent presence in the building, supports residents’ well-being, fosters community, operates the office lobby, assists residents, and helps maintain a safe and clean environment. The position works the night shift, Sunday through Thursday, from 12 a.m. to 8 a.m. Extra hours and/or different shifts may be required to maintain building coverage and operations because of staff illness, absences, vacations, or vacancies; schedule adjustments may be mandatory. This is a unionized position represented by Local 8 of OPEIU. The starting wage is $30.49 per hour. It is a full-time position with benefits.

Requirements

High school diploma, GED certificate, or an equivalent combination of education and relevant work experience.
Previous customer service experience.
Experience providing services to low-income households, families, and/or adults with disabilities.
Ability to communicate and work effectively with diverse groups.
Ability to communicate effectively with tenants and the public while maintaining professional boundaries.
Ability to remain calm and work effectively in a dynamic, potentially challenging environment, including with people affected by trauma, substance use, or behavioral health challenges.
Demonstrated ability to work with diverse populations.
Ability to work independently and courteously and effectively as part of a team.
Ability to perform varied duties and transition between tasks.
Excellent written and verbal communication skills.
Demonstrated experience with Microsoft Word and Outlook, and ability to use customized databases and technology efficiently and effectively and conduct internet research.

Nice To Haves

Experience with diverse, low-income, homeless, or special-needs populations.
Previous employment in social services, supportive housing, or mental health.

Responsibilities

Operate front-lobby functions, including logging visitors in and out, answering telephones, monitoring security systems, directing vendors, and handling email.
Coordinate with internal stakeholders and external service providers to support residents and connect them with resources.
Conduct resident outreach, welcome new residents, answer questions, address complaints, and provide supportive coaching and follow-up.
Work with Housing Case Managers and Community Specialists to align tenant services with resident goals and develop plans to address concerns.
Help residents access resources and build life skills that support well-being and housing stability.
Assist tenants with unit services, including re-entry into individual units when needed.
Use de-escalation and conflict-mediation techniques to respond to disputes.
Distribute notices and other materials in ways that accommodate residents’ language, cultural, visual, and other access needs.
Support offsite property management by posting notices, communicating with tenants, assisting with work orders, and receiving rent payments.
Provide guidance and oversight to volunteers and interns as directed by the Residential Services Manager.
Maintain building security and follow safety and emergency procedures, including use of radios; monitor common access areas and report program-rule violations.
Respond to unauthorized guests and intervene on tenants’ behalf, including calling 911 when necessary.
Conduct regular safety and floor checks and promote a safe, positive, and sanitary environment.
Respond to crises and emergencies and initiate appropriate actions, including contacting emergency response systems.
Perform light janitorial and maintenance tasks in units, common areas, offices, restrooms, trash and equipment rooms, and exterior areas such as sidewalks.
Facilitate contractor, repair-service, and vendor access to building areas; assist with pest control, including bedbug heat treatment.
Move building and unit furniture as needed.
Provide general administrative support, such as faxing, distributing mail, and making copies.
Check radios at the beginning and end of shifts; read the daily log at shift start and accurately record significant resident and building events and other required information.
Maintain resident confidentiality and privacy and comply with applicable regulatory requirements when gathering information.
Attend staff and team meetings, participate in regular supervision, and promote teamwork.
Perform other duties as assigned by the Site Director or Residential Services Manager.