Resident Mobility Counselor - Chattanooga, TN

Key member of the Relocation team responsible for overseeing daily relocation tasks at multiple sites, working closely with residents to prepare and assist them with all required relocation activities. The role involves regular communication with clients, managing third-party vendors, and data collection and tracking.

Responsibilities

• Assist residents with annual recertifications and maintaining lease compliance.
• Follow up on lease violations, including nonpayment of rent, and provide guidance on resolving issues.
• Ensure smooth transitions and maintain operational efficiency during resident relocation.
• Conduct site setup activities, including arranging office space, organizing relocation files, identifying vendors, and managing off-site relocation units.
• Survey residents to understand their relocation needs and preferences.
• Inventory tenant belongings and furniture, noting large items, infestation, clutter, and hoarding issues.
• Facilitate resident and community meetings and drop-in sessions to discuss the relocation process, rights, and benefits.
• Prepare and distribute notices to affected households regarding the relocation program; ensure proof of receipt is filed.
• Provide relocation counseling and assistance in compliance with applicable Federal, State, or local regulations.
• Implement relocation policies as outlined in the approved relocation plan.
• Serve as a liaison between HOU, property management, clients, and residents.
• Provide weekly and monthly reports to clients, the project manager, and the development team.
• Maintain and update relocation files, database, lottery list, and tracking reports.
• Create agendas for weekly relocation meetings, take minutes, and distribute them within 48 hours.
• Conduct pre-inspections of units to ensure they meet decent, safe, and sanitary requirements before offering them as relocation units.
• Notify residents of move-in dates and provide ongoing support to ensure they are prepared to move.
• Check in with residents 30 days before moving, follow up weekly three weeks prior, and conduct final check-ins 72, 48, and 24 hours before the move.
• Provide packing supplies, tips, demonstrations, and assistance as needed.
• Assist with utility disconnection/reconnection and change-of-address forms for households needing help.
• Schedule, coordinate, and supervise moves and related tasks, including pest inspection and unit turnover.
• Work closely with construction, property management, development, and moving contractors to ensure timely vacating of units and proper key surrender.
• Implement procedures to minimize resident property damage, including inventorying furniture and documenting with photos/videos; serve as the initial point of contact for damage or loss claims.
• Interface with residents' families, friends, or social services providers to ensure seamless service delivery and address relocation challenges.
• Represent HOU to local, state, federal housing agencies, and community groups.
• Participate in weekly supervision and site meetings with the Project Manager/Assistant Project Manager.
• Ensure relocation files contain required documentation and the data-tracking system is updated regularly.
• Complete all tasks identified in the site work plan and perform other duties as assigned.

Requirements

• High School Diploma required; Bachelor’s Degree preferred.
• Experience in relocation services, social services, customer service, or similar fields preferred.
• Familiarity with state and government rental assistance housing voucher programs.
• Ability to provide verbal interpretation and written translations if needed for resident communication.
• Excellent customer service, interpersonal, verbal, and written communication skills.
• Able to work with diverse populations and communicate effectively with numerous stakeholder groups.
• Ability to multitask, prioritize responsibilities, and work under strict time constraints.
• Ability to lift up to 20 lbs, work in adverse weather conditions, and stand for extended periods.
• Ability to walk up to 4 miles per day and ascend up to four flights of stairs at a time.
• Ability to work some evenings and Saturdays.
• Self-directed and able to work independently.
• Propensity to learn and take on additional tasks or responsibilities.
• Knowledge of Microsoft Office, Google Suite, and database applications.
• Creative problem-solving skills.
• Excellent organizational skills.
• Must pass a pre-employment criminal background screen.
• Reliable transportation and valid driver’s license.

Skills

• High degree of empathy.
• Organized and detail-oriented with the ability to prioritize multiple requests.
• Flexibility and adaptability in challenging situations.
• Ability to maintain a calm atmosphere under pressure.
• Willingness to learn and receive feedback.
• Diversity and cultural competency.

Benefits

• Competitive salary.
• Comprehensive benefits package, including health, dental, vision, and disability insurance.
• Health Reimbursement Account (HRA) and Flexible Spending Account (FSA).
• Life insurance.
• Professional development support.
• Paid time off and sick leave.
• 401K retirement plan.