Office Manager
Office Manager
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Job Description
DISCLOSURE MULTI-EMPLOYER ROLE:
This W-2 hourly Office Manager position includes responsibilities that span across the following three affiliated organizations all under shared leadership:
- FOCUS #1: HolBrock Estates Supportive Housing Programs
- FOCUS #2: American Homestays
- FOCUS #3: White Glove Property Management
You will maintain separate W-2 employment relationships with each organization and will receive individual payroll compensation from each entity based on the time worked and services provided for their respective programs. This means you will be an official employee of each company with hours responsibilities and compliance obligations tracked separately for each.
This role is structured as a 40-hour per week position based at 301 S Conkling Street Baltimore MD with approximate allocation as follows:
- HolBrock Estates: 15 hours/week (37.5%)
- American Homestays: 15 hours/week (37.5%)
- White Glove Property Management: 10 hours/week (25%)
DISCLOSURES:
The specific statements shown in each section of this job description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. The jobs responsibilities/tasks may be modified and/or expanded over time. Company will inform the personnel member when changes in the respective job description are made.
POSITION TITLE: Operations
DIVISION: Operations
ACCOUNTABLE TO: Operations Manager 1 (for American HomeStays focus) Operations Manager 5 (for HolBrock Estates Supportive Housing Program focus) Operations Manager (for White Glove focus)
CLASSIFICATION: Full-time W-2 employee (40 hours/week)
COMPENSATION: $25.00 to $19.00 per hour and is commensurate with experience expertise verified credentials and available company addition to hourly wages eligible employees may receive a comprehensive benefits package that includes:
Paid Time Off (PTO)
Family and Medical Leave
Health Medical and Dental Insurance Reimbursement or health insurance coverage as available
Supplemental Health and Disability Insurance Options
Retirement Savings Plan
Professional Development Support and Continuing Education Opportunities
SCHEDULE: Monday Friday 8:00 AM to 5:00 PM
LOCATION: 301 S Conkling Street Baltimore MD 21224
PHYSICAL DEMANDS: Standard office duties light lifting (up to 25 lbs) phone/computer work
TRAVEL: Minimal local travel may be required
GENERAL RESPONSIBILITIES:
- Act as a centralized administrative point of contact and coordination across the three focus areas.
- Respond to incoming calls and emails maintain appointment schedules and organize digital records.
- Monitor workflows intake processes and client engagement needs in real-time.
- Support interdepartmental communication and data entry for housing and property operations.
- Ensure consistent follow-through with applicant inquiries referrals and follow-up communications.
- Maintain a warm professional front-facing presence for clients and stakeholders.
FOCUS #1:
CLASSIFICATION: Part-time W-2 employee 15 hours per week (37.5% of total weekly hours)
ALTERNATE TITLE(S): Intake Specialist
COMPANY: HolBrock Estates Supportive Housing Programs
COMPANY PHONE NUMBER:
HUMAN RESOURCES PHONE NUMBER: ext 10
HUMAN RESOURCES DEPARTMENT EMAIL ADDRESS:
ABOUT HOLBROCK ESTATES SUPPORTIVE HOUSING PROGRAMS:
HolBrock Estates is a Baltimore-based management and consultation firm dedicated to empowering economically disadvantaged disabled and high-risk individuals through the development and oversight of impactful housing and support programs. While HolBrock Estates does not directly own the programs it supports it plays a pivotal role in designing managing and consulting for a wide range of services including homeless shelters assisted living facilities and supportive housing programs.
With nearly a decade of experience and over 5000 individuals impacted HolBrock Estates applies a holistic person-centered approach that connects underserved populations with essential servicesranging from stable housing and life skills training to job placement entitlement advocacy and nutritious meals. The firm specializes in helping providers serve individuals with complex needs who are often excluded from traditional systems of care.
At HolBrock Estates we envision a society where all individualsregardless of disability or socio-economic statushave the opportunity to achieve stability dignity and independence.
DEPARTMENT: Supportive Housing Programs
ACCOUNTABLE FOR: Facilitating smooth efficient and compliant intake coordination for all HolBrock Estates residential programs.
SUMMARY OF POSITION RESPONSIBILITIES:
The Intake Coordinator is responsible for managing all incoming inquiries related to program admissions facilitating intake appointments maintaining accurate records of bed availability and supporting applicants through the initial stages of the intake process. This position ensures that prospective residents and referral sources receive timely professional and welcoming service while maintaining internal tracking and compliance standards.
The Intake Coordinator plays a critical role in ensuring that bed capacity remains maximized and that all intake documentation is properly completed and routed to the Housing Admin Assistant for final processing.
SCHEDULED DUTIES AND RESPONSIBILITIES:
- Field and respond to incoming inquiries from prospective residents guardians and referral agencies.
- Conduct initial intake screenings to determine eligibility based on program requirements.
- Schedule and confirm intake assessments and tours with applicants and families.
- Provide applicants with intake packets documentation checklists and orientation materials.
- Update intake logs tracking systems and waiting lists on a daily basis.
- Handoff qualified applicants to the Housing Admin Assistant for completion of admissions.
- Track current bed availability across programs and communicate updates to the housing team.
- Coordinate with case managers administrative staff and program managers regarding applicant status and availability.
- Ensure intake documentation complies with internal policies and regulatory standards.
- Support applicant communication regarding intake timelines required documents and next steps.
- Maintain confidentiality and compliance with HIPAA and other applicable regulations.
- Uphold HolBrock Estates commitment to trauma-informed person-centered interactions.
UNSCHEDULED DUTIES AND RESPONSIBILITIES:
- Assist with gathering updated documentation for applicants as needed.
- Provide administrative support for intake-related audits surveys or program reviews.
- Support special projects related to intake process improvement and documentation updates.
- Participate in meetings or trainings related to housing program admissions and compliance.
- Maintain updated templates forms and resources for the intake process.
- Respond to urgent bed availability needs or rapid intake requests in coordination with leadership.
- Assist with resident onboarding and orientation when needed.
- Perform other intake-related duties as assigned by supervisors or executive leadership.
FOCUS #2:
CLASSIFICATION: Part-time W-2 employee 15 hours per week (37.5% of total weekly hours)
ALTERNATE TITLE(S): Customer Intake Liaison
COMPANY: American Homestays
COMPANY WEBSITE: Insert Website Here
COMPANY PHONE NUMBER: Insert Phone Number Here
HUMAN RESOURCES PHONE NUMBER: Insert HR Phone Number Here
HUMAN RESOURCES DEPARTMENT EMAIL ADDRESS: Insert HR Email Here
ABOUT AMERICAN HOMESTAYS:
American Homestays is a leading provider of customized housing solutions designed to meet the diverse needs of families professionals and individuals seeking temporary or permanent living arrangements. With a focus on quality craftsmanship excellent service and community engagement American Homestays offers a wide range of services including property improvements new home builds repairs and property management.
Our team is dedicated to helping clients achieve their visionwhether its upgrading a current residence building a dream home or securing a temporary living space. We prioritize customer satisfaction attention to detail and integrity in every project big or small.
At American Homestays we believe that a home should reflect both comfort and possibility and we are proud to help our customers bring their goals to life.
DEPARTMENT: Customer Service and Sales Support
ACCOUNTABLE FOR: Managing the intake and coordination of all new customer inquiries to ensure seamless scheduling and follow-up.
SUMMARY OF POSITION RESPONSIBILITIES:
The Customer Intake Liaison is the first point of contact for prospective clients seeking home improvement construction or repair services. This role is responsible for fielding inquiries scheduling consultations tracking leads and coordinating appointments with the appropriate estimators sales representatives or construction teams.
The Customer Intake Liaison plays a critical role in maintaining customer engagement improving lead conversion rates and supporting the overall efficiency of the intake and sales process.
SCHEDULED DUTIES AND RESPONSIBILITIES:
- Serve as the first point of contact for all new customer inquiries via phone email or walk-in.
- Schedule on-site or virtual consultations for property improvements new home builds or repair services.
- Maintain accurate and organized records of customer communications and scheduled consultations.
- Track incoming leads follow up on inquiries and work to increase lead-to-customer conversion rates.
- Coordinate scheduling with estimators construction teams and sales representatives to ensure availability.
- Ensure all intake forms and customer information are completed and entered accurately into the CRM system.
- Provide customers with basic service information consultation expectations and next steps.
- Assist with preparation of consultation packets or informational materials when needed.
- Uphold American Homestays commitment to professionalism timeliness and excellent customer service.
UNSCHEDULED DUTIES AND RESPONSIBILITIES:
- Support the coordination of last-minute schedule changes or customer rescheduling needs.
- Assist with administrative tasks related to marketing campaigns lead tracking or customer engagement.
- Participate in special projects to improve intake processes lead conversion strategies and customer experience.
- Provide basic troubleshooting support for incoming inquiries before escalation.
- Maintain updated intake tracking sheets CRM entries and scheduling logs.
- Respond to urgent inquiries after hours if required and assist in connecting customers with the appropriate personnel.
- Perform other intake-related duties as assigned by supervisors or company leadership.
FOCUS #3:
CLASSIFICATION: Part-time W-2 employee 10 hours per week (25% of total weekly hours)
ALTERNATE TITLE(S): Property Management Support Coordinator
COMPANY: White Glove Property Management
COMPANY PHONE NUMBER:
HUMAN RESOURCES DEPARTMENT PHONE NUMBER: EXT 10
HUMAN RESOURCES DEPARTMENT EMAIL ADDRESS:
ABOUT WHITE GLOVE PROPERTY MANAGEMENT:
White Glove Property Management is a full-service real estate management firm committed to excellence professionalism and high-touch service for property owners investors and tenants. We manage single-family homes multifamily units and mixed-use developments with a concierge-level approach that prioritizes integrity transparency and property performance.
Our mission is to deliver peace of mind and sustained value through expert property oversight responsive communication and a consistent commitment to quality.
DEPARTMENT: Property Management
ACCOUNTABLE FOR: Providing administrative communication and logistical support to the property management and maintenance teams to ensure smooth daily operations.
SUMMARY OF POSITION RESPONSIBILITIES:
The Property Management Support Coordinator provides essential administrative and operational assistance to the property management and maintenance divisions. This role supports tenant communication work order processing recordkeeping and coordination of property activities such as unit turnovers inspections and move-in/move-out logistics.
The Property Management Support Coordinator plays a key role in maintaining efficiency tenant satisfaction and compliance within White Glove Property Managements operational framework.
SCHEDULED DUTIES AND RESPONSIBILITIES:
- Provide administrative support to the Property Manager and maintenance team.
- Process incoming tenant communications work order entries and rent-related inquiries.
- Draft standard notices (e.g. entry notices late payment reminders lease violation letters) for Property Manager review.
- Assist in scheduling property inspections maintenance visits and vendor appointments.
- Maintain organized digital and physical records for tenant files work orders and compliance documentation.
- Support unit turnover processes including scheduling cleaning repairs and inspections.
- Coordinate logistics for tenant move-ins and move-outs including key exchange and walkthrough appointments.
- Update property management systems (e.g. Buildium AppFolio or similar) with notes statuses and documentation.
- Respond to routine resident inquiries providing assistance or escalating issues to the Property Manager as appropriate.
- Ensure timely follow-up on open work orders and maintenance requests.
- Contribute to maintaining a high standard of tenant service and professionalism.
UNSCHEDULED DUTIES AND RESPONSIBILITIES:
- Assist with preparation of monthly owner updates or reports as assigned.
- Respond to after-hours resident messages if assigned or rotated.
- Support internal audits compliance reviews or process improvement initiatives.
- Participate in team meetings training sessions and vendor coordination meetings.
- Assist with special projects related to property marketing resident retention or vendor management.
- Perform other duties as assigned by the Property Manager or executive leadership.
QUALIFICATIONS:
- Must have a bachelors degree in business or similar; masters degree in business Office Administration or related field preferred
- At least 2 years of office management administrative or coordination experience
- Excellent written and verbal communication skills
- Detail-oriented and able to prioritize multiple tasks effectively
- Proficiency in Microsoft Office Google Workspace and CRM systems
- Experience in housing property management or health/social services preferred
- with a reliable transportation
Required Experience:
Manager
Employment Type
Full-Time
