Resident Engagement Specialist

Job Summary

The Resident Engagement Specialist plays a vital role in ensuring families utilizing Housing Choice Vouchers experience a smooth, supportive, and timely move-in process. Key responsibilities include managing the RTA (Request for Tenancy Approval) lifecycle, communicating with residents, and coordinating inspections.

Essential Functions

• Serve as a supportive, responsive partner to residents navigating the HCV process, ensuring clarity, guidance, and compassionate communication.
• Proactively engage with residents to anticipate needs, remove barriers, and promote a smooth transition from application through move-in and beyond.
• Maintain a resident-first approach by ensuring timely follow-up, clear explanations of requirements, and proactive updates during key milestones.
• Own the full RTA lifecycle from packet preparation through approval, delivering accurate, complete, and timely submissions.
• Communicate with residents to ensure they understand RTA requirements, documentation needs, and next steps.
• Partner with Housing Authorities and local market teams to address questions or discrepancies quickly and professionally.
• Track and manage all RTA and inspection milestones to minimize delays and reduce friction for both families and local market operations.
• Anticipate potential issues and resolve them proactively, always centering the resident experience and promoting seamless move-in processes.
• Maintain strong professional relationships with Housing Authorities, market teams, and internal partners to ensure alignment, timely communication, and a positive experience for residents.
• Schedule and coordinate all required inspections, working closely with market teams to ensure homes are accessible, ready, and clearly communicated to residents.
• Track, monitor, and confirm inspection completion, ensuring deadlines are met and any required re-inspections are prepared proactively.
• Support residents by explaining inspection expectations and helping set transparent, supportive timelines.
• Maintain zero abatement performance by ensuring repair needs are addressed quickly, thoughtfully, and with resident stability top of mind.
• Follow up promptly on deficiency items and coordinate with market teams to ensure repairs are completed and verified.
• Monitor resident ledgers and Housing Authority payments to maintain accurate account status and ensure residents remain in good standing.
• Keep thorough, organized records of all RTA packets, inspection documents, contracts, and HA correspondence.

Qualifications

• High School Diploma or equivalent
• 2 or more years of previous property management experience in either the single family or multi-family rental industry
• Previous use of Yardi Voyager and Salesforce a plus
• Previous experience with Housing Authorities and the Voucher Choice Program (not required but a plus)
• Ability to build and maintain positive relationships internally and externally
• Possesses strong organizational skills and is detail-oriented
• Ability to thrive in a dynamic, fast-changing, growth environment
• Fosters teamwork and mutual respect throughout the company
• Interacts productively in person and through technology with co-workers, team members
• Excellent oral and written communication skills
• Computer literacy, ability to comfortably navigate new technology and competency in MS Office suite a must
• Ability to travel (less than 25% a year)