Resident Services Specialist

CAREER OPPORTUNITY

Agate is a nonprofit organization whose mission is to end homelessness and relieve hunger through action and advocacy. We provide emergency services shelter and housing programs for individuals and families. We encourage applicants with lived experience to apply (anyone who has not received services from Agate within the last two years is welcome to apply). We believe that housing is a basic human right.

Why Our Team Chooses Us:

• I work here because I believe in our mission and it actually guides our work. The people who work here are incredibly passionate smart fierce and advocate for the people we serve.

• Sam Program Manager 5 years

• I work at Agate to give strength to people who might not believe in themselves now. To help build confidence and to help establish a community for our clients. After that housing can begin which Im thankful I can help with.

• Jackson Welcome Center Advocate 2 years

• I work at Agate Housing and Services because I care about helping people get back on their feet. We focus on person-centered care which means really listening to each persons needs and supporting them in a way that makes sense for them. Im proud to be part of a team thats working to end homelessness with compassion and respect for everyone.

• Evie Housing Program Manager 3 years

Our Values:

• Integrity: Always doing whats right even when its not easy or popular.
• Equity: Challenging unfair systems and making changes that better support those most affected by homelessness and hunger.
• Humanity: Recognizing how these issues affect everyone building trust and forming strong relationships by understanding peoples needs.
• Creativity: Finding new and original ways to meet the communitys needs.

Resident Services Specialist

Title: Resident Services Specialist - Hiring 2

Reports To: Associate Director of Outreach Welcome Center and Shelter Operations

Schedule: Daily - 4pm - 10pm 21 - 27 hours/week

Union Representation by the AFSCME Local 999

Job Classification: Parttime Non-Exempt

Compensation: $22.96 -$23.96/hour

Position Overview:

The Resident Services Specialist plays a vital dual role in ensuring both the smooth operation of the reception area and the safety and well-being of residents visitors and staff. This position is ideal for a compassionate adaptable individual who thrives in a high-volume fast-paced environment and is committed to trauma-informed care harm reduction and housing stability.

As the first point of contact for the site youll provide warm hospitality offer light-touch support services such as information referrals and basic assistance navigating systems while also helping maintain a calm safe and welcoming environment for all.

Position Responsibilities:

• Serve as the first point of contact for residents guests staff and visitors-offering a warm professional and trauma-informed welcome.

• Answer and direct incoming resident phone calls.

• Provide core services including making referrals offering information and assisting with paperwork or service navigation.

• Maintain a clean organized and safe lobby and front desk area.

• Assist with volunteer and donor check-ins in coordination with the Development Team.

• Troubleshoot technical issues with office equipment and phones and reach out to Admin for assistance as needed.

• Conduct regular walk-throughs of the building and grounds to engage with residents and identify safety or maintenance concerns.

• Use de-escalation and crisis response skills to address behavior issues or conflicts maintaining professional boundaries at all times.

• Monitor and review security camera footage throughout the shift document and report incidents accurately.

• Request support through Trellis when client issues arise beyond your ability to handle independently or call 911 for assistance as needed.

• Communicate with teams and first responders as needed to support safety or emergency response.

• Attend team meetings and shift huddles to stay informed about client needs and program updates. Provide coverage and cross-support across programs as needed.

• Perform other duties as assigned.

Required Qualifications:

• Associate degree or equivalent experience in Human Services or property management preferred or 3 years of experience in a similar role and setting.

• Information and referral experience.

• The ability to set boundaries and manage direct client contact including defusing and deescalating clients who are in crisis or displaying inappropriate behaviors.

• The ability to work with persons who struggle with mental illness or chemical dependency.

• Proficient with Microsoft Office products.

• Proven ability to multi-task.

• Excellent communication skills courteous manners and customer service experience are essential.

• Demonstrated ability to work with diverse populations and a diverse workforce.

• Must have valid state ID and pass a DHS and Kari Koskinen background check.

In addition successful applicants will embrace the following perspective skills and abilities:

• Commitment to Agate Housing and Services values and mission of ending homelessness and relieving hunger through action and advocacy.

• Commitment to working towards an anti-racist culture both within Agate and the community.

• Hold the belief that every household can achieve housing stability.

• Commitment to harm reduction and housing first philosophies.

• Work respectfully with clients coworkers and key stakeholders who are diverse with respect to race ethnicity gender identity sexual orientation socio-economic status and religion.

• Ability to establish rapport quickly with people experiencing a crisis through the use of trauma informed care client centered care and strengths-based approaches.

• Ability to meet expectations regarding paperwork and documentation through organizational skills a strong attention to detail and the ability to work efficiently and accurately competency and comfort using technology and computers.

Preferred Qualifications:

• Experience working with residents in supportive housing site-based programs.

• Lived experience of homelessness experience working interning or volunteering with people experiencing homelessness.

• Fluency in languages used by our clients (Spanish Amharic Oromo Somali ASL)

We encourage applicants with lived experience to apply. However those that have received services from Agate Housing and Services within the last two years are ineligible for employment.

This job description is intended to outline the general nature and level of work performed by employees within this role. It is not an exhaustive list of all responsibilities duties or qualifications required for the position. The organization reserves the right to modify add or remove job duties as business needs evolve.

Union Membership

This position is represented by AFSCME Local 999. As part of this union-represented role employees benefit from collective bargaining rights union representation and other provisions outlined in the Collective Bargaining Agreement.

In accordance with the agreement all employees in union-covered positions are required to contribute through union dues or fair share fees. The current contract does not provide an option to opt out of these contributions.

How to apply

Visit and select the opening for which you wish to apply. Submit your information under Apply Now and you will be directed to the full application where you can upload your resume and cover letter. If you have previously created an account to apply for a position at Agate Housing and Services log in to your account before attempting to apply for another position.

Applications will be accepted until position is filled. Qualified applicants will be selected for interviews as applications are received. No phone calls please.

Agate Housing and Services is proud to be an equal opportunity workplace and strives to promote an environment that is diverse and inclusive where all individuals are treated with dignity and respect. Agate Housing and Services is an equal opportunity employer and encourages applications from people of color indigenous people persons with disabilities and LBGTQ individuals.