Resident Advocate - Palmer Court

Benefits

• Health Care Plan (Medical, Dental & Vision)
• HSA, FSA, HRA (We reimburse part of your deductible!)
• Retailer Plan (403B with TRH contribution and match)
• FREE Life Insurance for employees
• Paid Time Off (Vacation, Sick & 12 Public Holidays)
• One Floating Holiday Per Year
• Free Short Term & Long Term Disability
• Employee Assistance Program
• Free Training & Development
• Tuition Assistance for a wide variety of classes!
• Public Service Loan Forgiveness (PSLF) qualifying agency

Essential Duties and Responsibilities

• Provide excellent, trauma-informed customer service to residents, their families, guests, donors, vendors, community agencies, and staff.
• Work effectively with diverse clients by being culturally responsive and approaching individuals from all racial, socio-economic, and ethnic backgrounds with respect and openness.
• Consistently apply a Trauma-Informed Care perspective when interacting with individuals who have experienced trauma.
• Provide crisis intervention as needed, including determining when to escalate situations to other staff, administration, or authorities.
• Provide clear, specific, and consistent information to residents, including instruction on property rules and procedures.
• Maintain accurate documentation, including drafting detailed incident reports, maintaining accurate records of resident and guest activity, and keeping a precise shift log.
• Attend mandatory agency trainings, including Trauma-Informed Care, Housing Focused, De-escalation, Suicide Prevention, CPR, and more.
• Participate in emergency drills and environmental safety activities, as required.
• Follow all agency protocols for security, safety, and sanitation to maintain a clean and secure environment for guests and staff.
• Perform regular rounds of the building to proactively check for safety and security concerns.
• Actively engage with and honor the unique backgrounds, identities, and experiences of all individuals we serve.
• Advance the agency’s commitment to honoring diverse ethnic and cultural heritages through daily actions that foster genuine belonging.
• Implement Housing Focused principles, risk management strategies, and high-access services as foundational to our mission.
• Maintain healthy boundaries using trauma-informed approaches in all interactions.

Education and Experience

• Experience working with diverse and/or vulnerable populations is preferred.
• A high school diploma or GED is preferred.

Skills and Expectations

• Maintain self-regulation and emotional composure in high-stress or crisis situations.
• Demonstrate strong written communication and precise documentation skills.
• Accurately document incidents and enter data into relevant databases in a timely manner.
• Thrive in a fast-paced environment that requires strong multi-tasking skills.
• Employ strong conflict de-escalation and mediation techniques to resolve disputes peacefully and effectively.
• Strong interpersonal skills and ability to work with diverse populations.
• Provide thoughtful and attentive customer service by communicating clearly and handling difficult situations with professionalism, patience, and empathy.
• Use basic computer programs (email, spreadsheets, and more) and have basic computer skills.
• Ability to accept supervision, direction, and feedback with openness.
• Be reliable, dependable, and consistent in attendance.

Physical and Equipment Requirements

• Ability to lift and move heavy items up to 25 pounds.
• Ability to sit, stand, and move for at least an hour at a time or more.
• Ability to bend, squat, kneel, twist, push, and pull to perform job functions.
• Ability to use stairs or steps.
• Wear OSHA-required protective gear for safety.