Resident Relocation Coordinator - Baltimore, MD

About the role

The Resident Relocation Coordinator is a key member of the Relocation team, responsible for overseeing daily relocation tasks at multiple sites while working closely with residents to prepare and assist them with all required relocation activities. This position involves regular communication with clients, managing third-party vendors (including cleaners, moving, and pest control companies), and data collection and tracking. The Resident Relocation Coordinator represents the organization at company events and helps advance its mission and reputation.

Responsibilities

• Conduct site setup activities, including arranging office space, organizing relocation files, identifying vendors, and securing 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 and 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 the organization, property management, clients, and residents.
• Provide weekly and monthly reports to clients, the project manager, and the development team.
• Update and maintain relocation files, databases, lottery lists, 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 comparable relocation units.
• Notify residents of move-in dates and provide ongoing support to ensure they are prepared to move.
• Check in with residents at least 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 support.
• Schedule, coordinate, and supervise moves and related tasks, including pest inspections and unit turnover.
• Work closely with construction, property management, development, and moving contractors to ensure residents vacate units per the relocation schedule and units are properly secured.
• Implement procedures to minimize resident property damage, including inventorying furniture and documenting with photos or video.
• Serve as the initial point of contact for resident claims of damage or loss and liaise with the moving company for timely resolution.
• Interface with residents' families, friends, or social services providers to ensure seamless service delivery and address relocation challenges.
• Represent the organization 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

• Bachelor’s Degree preferred.
• Experience in relocation services, social services, customer service, or similar fields preferred.
• Ability to provide verbal interpretation and written translations if the resident population requires communication in specific languages.
• Excellent customer service, interpersonal, verbal, and written communication skills.
• Ability to work with diverse populations and communicate effectively with numerous stakeholder groups.
• Strong multitasking and prioritization skills; ability to work under strict time constraints on various projects.
• 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.
• Propensity to learn and take on additional tasks or responsibilities.
• Proficiency in Microsoft Office, Google Suite, and database applications.
• Must pass a pre-employment criminal background screen.