Support Srvs Resident Engagement Specialist

Typical salary range: $23.45 – 25.76 DOE

Summary/objective:

The Supportive Services Resident Engagement Specialist at Warren Village (Alameda) will develop a resident-centered, trauma-informed culture by fostering a positive community environment. Key responsibilities include: 1) Building a strong, safe, and inclusive community; 2) Providing front-desk coverage during the week and weekends; 3) Offering one-on-one case management support and gathering resident feedback on programming.

Warren Village recognizes that our backgrounds are broad, and our talents are many, from different lived experiences. We value and leverage our differences to encompass and reflect the communities we serve. We align our policies, practices, and resources so that people of all races, cultures, identities, and socioeconomic statuses may feel valued and respected.

At Warren Village, we uphold organizational values of accountability, collaboration, empowerment, excellence, inclusion, and integrity. We agree to engage our work together with honesty and transparency, clear decision-making, continuous learning and improvement, a commitment to repair, community building, and collective growth and well-being.

Essential Functions and Responsibilities:

Front Desk Operations:

• Manage incoming calls, emails, and inquiries, directing them to the

  appropriate staff

• Oversee check-in/out procedures for visitors and overnight guests.

• Assist

  visitors, clients, vendors, and delivery personnel courteously.

• Monitor building access and security protocols to ensure resident safety and compliance.

• Employ trauma-informed techniques to de-escalate situations in the

  lobby.

• Maintain

  accurate

  records of resident interactions and document incidents for

  timely

  follow-up.

• Manage inventory of office supplies and essential materials.

• Conduct regular property inspections to ensure cleanliness and safety compliance.

• Keep the front desk and lobby organized and welcoming.

• Facilitate communication between residents and staff to enhance the resident experience.

• Coordinate room reservations for community spaces, ensuring proper scheduling and notifications.

Outreach and Case Management:

• Assist

  with outreach and assessments for potential residents during pre-lease and lease-up phases, ensuring documentation aligns with housing voucher eligibility.

• Provide case management services using trauma-sensitive coaching, a two-generation approach, and Economic Mobility Mentoring® to help families achieve housing stability, budgeting, career advancement, education, childcare, and healthcare goals.

• Connect residents with community resources and

  facilitate

  proper referrals.

• Complete

  timely

  service documentation,

  maintain

  data management records, and

  assist

  with program reporting, including intake assessments and progress reports.

• Support the supervision of

  intern

  tasks.

Resident Engagement:

• Coordinate resident classes and workshops, supervise volunteers, and promote community engagement through a monthly events calendar aligned with Warren Village’s Family Services goals and the Bridge to Self-Sufficiency pillars (housing, wellness, financial literacy, education, employment, and community building).

• Support direct service staff in scheduling classes and events, and foster community involvement.

• Collaborate with the Volunteer Coordinator to onboard community volunteers for youth and adult programs with a culturally sensitive, two-generation approach.

• Collaborate

  with the Community Engagement Coordinator on evening programming and

  special events

  ; attend and

  assist

  in planning these events.

• Develop new community engagement programs using resident feedback to guide the process.

• Promote collaboration among Warren Village Family Services staff to share best practices and insights.

• Maintain communication with supervisors and Supportive Services staff to align resident engagement goals with Warren Village’s strategic vision.

• Build relationships with community agencies to coordinate onsite engagement opportunities for enhanced resident well-being.

• Facilitate resident programs like food and hygiene pantry distributions.

• Cover administrative tasks as needed, including mail distribution and office processes.

Other duties as assigned.

Competencies:

• Demonstrates the ability to effectively assess and manage crisis situations,

  utilizing

  trauma-informed approaches to de-escalate tensions, ensure safety, and

  maintain

  a supportive environment.

• Commitment to the mission, goals, and values of Warren Village as

  stated

  in the Summary above.

• Technology systems aptitude

  Demonstrated

  proficiency

  in

  Microsoft Office applications including Excel,

  PowerPoint,

  and Word.

• Ability to work occasional evening and weekend hours within the work week

  Flexibility to adapt therapy schedule to meet the evolving needs and dynamics

  of the community.

Minimum Qualifications:

• High school diploma or GED.

• Conversational and written

  proficiency

  Spanish

  required

• Experience working with culturally diverse people

• Ability to work regular evening and weekend hours during the work week.

Preferred education eligibility requirements (Certifications, Licenses, etc.), and/or experience:

• Associate’s degree (AA) from two-year college or technical school in Social Work, Human Services, or Education or a combination of education and work experience, with 2 years of work experience in one or more of these fields for every year of education

• Experience providing case management, coaching, and/or resource navigation.

• Experience in

  Permanent Supportive Housing, Housing-First, Harm Reduction, Trauma-Informed Care, and Motivational Interviewing.

• Lived experience in homelessness or housing instability, including an alum of Warren Village,

• If driving is

  required

  , employees must have a valid driver’s license and the ability to drive Warren Village vehicles.

Work Environment:

The working environment is typically that of an office using a personal computer, telephone, and other equipment.

Physical Demands:

Occasionally lifts and/or moves up to 25 lbs. Primarily a stationary position. The person in this position needs to occasionally move about inside the office/facility to access file cabinets, storage spaces, access units and building spaces by utilizing stairs, office machinery, etc. Constantly operates a computer and other productivity machinery, such as a calculator, copy machine and computer printer. Must be able to exchange accurate information in these situations.