Resident Relocation Coordinator (Floater) - Greater Boston

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. A positive attitude and solutions-based approach are expected when providing relocation services to clients and residents. The Resident Relocation Coordinator represents the organization at company events and helps advance its mission and reputation.

Responsibilities

• Conduct site setup activities, including arranging offices, organizing relocation files, identifying vendors, and managing off-site relocation units.
• Participate in surveying residents to understand their relocation needs and preferences.
• Inventory tenant belongings and furniture, noting large items, infestations, clutter, and hoarding issues as part of the assessment process.
• 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.
• Maintain and update 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 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, with weekly follow-ups three weeks prior, and final check-ins at 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 inspections and unit turnover.
• Work closely with construction, property management, development teams, and moving contractors to ensure residents vacate units per the schedule and units are 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 damage or loss claims.
• Interface with residents' families, friends, or social services providers to ensure seamless service delivery and address relocation challenges.
• Serve as a representative 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.
• Able to work with diverse populations and communicate effectively with numerous stakeholder groups.
• Ability to multitask, prioritize responsibilities, and 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.
• 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 a valid driver’s license.

Skills

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