Float Residential Specialist

About the role

The Float Residential Specialist (RS) supports Plymouth residents by working as part of the Permanent Supportive Housing team. This role maintains high-quality service delivery based on Plymouth’s mission, cultural proficiency, harm reduction, trauma-informed care, and the ‘housing first’ philosophy. The position ensures continuous support for residents' well-being and a consistent staff presence in the building 24/7, fostering a sense of community while supporting the LEAD Residential Specialist.

Responsibilities

• Operate all functions in the front lobby office, including checking and logging visitors, answering telephones, monitoring security systems, directing vendors, and managing emails.
• Collaborate with internal stakeholders to provide effective support and resources, acting as a liaison between residents and external service providers.
• Conduct ongoing outreach to residents and provide resources as needed, welcoming new residents into a safe environment.
• Collaborate and problem-solve with Housing Case Managers and Community Specialists to align tenant services with resident goals, contacting outside service providers as necessary.
• Support and build strong community relationships by creating a welcoming environment through creative and resourceful strategies that build trust and confidence.
• Support well-being and housing stability by helping residents access resources and develop life skills to navigate challenges.
• Answer resident questions, address complaints, and provide supportive coaching and follow-up.
• Partner with residents to create plans addressing concerns or issues.
• Assist tenants with unit services, including re-entry into individual units, and mediate conflicts using de-escalation and conflict mediation techniques.
• Distribute notices, newsletters, and other materials to residents, ensuring communication accommodates language differences, cultural differences, and accessibility needs.
• Support offsite property management by posting notices, communicating with tenants, assisting with work orders, and receiving rent payments.
• Provide support, guidance, and oversight for volunteers and interns as directed by the Residential Services Manager.
• Maintain building security by monitoring access areas, following safety and emergency procedures, and intervening in rule violations, including calling 911 if necessary.
• Conduct regular safety and floor checks to promote a safe, positive, and sanitary environment for residents and staff.
• Intervene in crises, respond to emergencies, and initiate action as required, focusing on harm reduction and trauma-informed care.
• Perform light janitorial and maintenance tasks in all facility areas, including individual units, common areas, restrooms, and trash rooms.
• Facilitate access to building areas for contractors, repair representatives, and vendors.
• Assist with pest control, including heat treatment for bedbugs, and move building and unit furniture as needed.
• Provide general support such as faxing, distributing mail, making copies, and other administrative tasks.
• Check radios at the start and end of shifts and ensure significant events are recorded accurately in the daily log.
• Maintain confidentiality and privacy of residents and comply with regulatory requirements when gathering resident information.
• Attend staff and team meetings, participate in regular supervision, and promote teamwork among co-workers.
• Perform other duties as assigned by the Float Manager, Site Director, or Residential Services Manager.

Requirements

• High school diploma, GED certificate, or an equivalent combination of education and relevant work experience.
• Previous customer service experience and experience providing services to low-income households, families, or adults with disabilities.
• Ability to communicate and work effectively with a diverse group of individuals.
• Professional communication skills and the ability to maintain boundaries with tenants.
• Ability to stay calm and work effectively in a dynamic and potentially challenging environment, including working with individuals affected by trauma, substance use, or behavioral health challenges.
• Demonstrated ability to work with diverse populations.
• Ability to work independently as well as collaboratively in a team environment.
• Ability to perform a variety of duties, often shifting between tasks.
• Excellent written and verbal communication skills.
• Experience with Microsoft Office applications (Word, Outlook), customized databases, and internet research.

Qualifications

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

Schedule

• Night shift: 12 AM – 8 AM (Sunday to Thursday or Tuesday to Saturday) and 12 AM – 10 AM (Friday to Monday).
• 4-10’s (four 10-hour shifts per week).
• Weekend shifts with flexible schedule availability.

Benefits

For a full list of benefits, please visit Plymouth Housing’s benefits page.