Community Relations Officer

Forbes Park Association, Inc.; Makati; Sur place; PHP 360 000 - 480 000; Plein temps

Résumé du poste

Forbes Park Association, Inc. is seeking a proactive Resident Relations professional in the Makati area to serve as the primary contact for resident concerns, provide policy guidance, and ensure professional, courteous service.

You will own the communication and follow-up process across departments and maintain a centralized concern-tracking system. The role involves escalating urgent matters to the Village Manager, coordinating with Admin and other personnel, and ensuring data privacy and

Responsabilités

• Serve as primary contact person for general resident concerns, inquiries, requests, complaints, feedback, and follow-ups.
• Provide residents with clear information on the appropriate policies, procedures, requirements, and responsible departments.
• Ensure that residents are treated professionally, courteously, and consistently.
• Receive and document resident concerns through approved communication channels.
• Determine the appropriate department responsible for addressing each concern.
• Immediately endorse urgent or critical matters to the appropriate department and the Village Manager when necessary.
• Monitor concerns from receipt until proper feedback or resolution is provided.
• Avoid simply transferring residents from one department to another; instead, maintain ownership of the communication and follow-up process.
• Establish and maintain a centralized monitoring system.
• Track aging and overdue concerns and follow up with the responsible department.
• Escalate unresolved, recurring, urgent, sensitive, or high-impact concerns to the Village Manager.
• Immediately elevate matters involving security, safety, legal exposure, reputational risk, significant resident disputes, or potential Board-level concerns.
• Recommend appropriate intervention when matters remain unresolved beyond established service standards.
• Facilitate the proper turnover and consolidation of resident contact information currently maintained by the Admin Officer and other personnel.
• Maintain an updated and secure database.
• Coordinate periodic verification and updating of records.
• Coordinate closely with the Admin Officer prior to retirement to ensure an orderly turnover.
• Document significant operational and community information that may otherwise be dependent on personal knowledge.
• The turnover should include, where applicable: Resident contacts; Historical correspondence; Long-standing resident concerns; Community practices; Key external contacts; Regular community activities; Established communication protocols; Pending matters requiring follow-up; and Other relevant institutional information.
• Prepare a formal turnover checklist and completion report for the Village Manager.
• Assist Management in preparing and disseminating: Circulars; Advisories; Reminders; Invitations; Announcements; Emergency notices; Community updates; and Other official resident communications.
• Ensure communications are distributed through the appropriate channels and to updated resident contact information.
• Maintain records of significant communications and correspondence.
• Coordinate resident concerns with the appropriate department.
• Handle invitations, attendance confirmation, resident coordination, and feedback when applicable.
• Identify frequently recurring concerns and complaints.
• Prepare summaries identifying trends, service gaps, operational issues, and opportunities for improvement.
• Recommend improvements to policies, communication procedures, or resident services based on documented feedback.
• Submit periodic reports to the Village Manager
• Assist Management in establishing target response and resolution times for different types of resident concerns.
• Monitor compliance with established response standards.
• Immediately advise Management when delays are expected and ensure that residents receive appropriate status updates.
• Maintain strict confidentiality of resident information, complaints, correspondence, household information, and other records entrusted.
• Ensure that resident information is used only for legitimate purposes and made available only to authorized personnel.
• Maintain secure physical and electronic records in accordance with applicable policies.
• Perform other community relations, resident service, communications, and coordination functions that may be assigned by the Village Manager or the Board of Governors.

Description du poste

Primary Resident Point of Contact

• Serve as primary contact person for general resident concerns, inquiries, requests, complaints, feedback, and follow-ups.




• Provide residents with clear information on the appropriate policies, procedures, requirements, and responsible departments.




• Ensure that residents are treated professionally, courteously, and consistently.

Resident Concern Management

• Receive and document resident concerns through approved communication channels.




• Determine the appropriate department responsible for addressing each concern.




• Immediately endorse urgent or critical matters to the appropriate department and the Village Manager when necessary.




• Monitor concerns from receipt until proper feedback or resolution is provided.




• Avoid simply transferring residents from one department to another; instead, maintain ownership of the communication and follow-up process.

Resident Concern Monitoring System

• Establish and maintain a centralized monitoring system.




• Track aging and overdue concerns and follow up with the responsible department.

Escalation of Outstanding Matters

• Escalate unresolved, recurring, urgent, sensitive, or high-impact concerns to the Village Manager.




• Immediately elevate matters involving security, safety, legal exposure, reputational risk, significant resident disputes, or potential Board-level concerns.




• Recommend appropriate intervention when matters remain unresolved beyond established service standards.

Resident Database Management

• Facilitate the proper turnover and consolidation of resident contact information currently maintained by the Admin Officer and other personnel.




• Maintain an updated and secure database.




• Coordinate periodic verification and updating of records.

Transition and Institutional Knowledge

• Coordinate closely with the Admin Officer prior to retirement to ensure an orderly turnover.




• Document significant operational and community information that may otherwise be dependent on personal knowledge.




• The turnover should include, where applicable: Resident contacts; Historical correspondence; Long-standing resident concerns; Community practices; Key external contacts; Regular community activities; Established communication protocols; Pending matters requiring follow-up; and Other relevant institutional information.




• Prepare a formal turnover checklist and completion report for the Village Manager.

Resident Communications

• Assist Management in preparing and disseminating: Circulars; Advisories; Reminders; Invitations; Announcements; Emergency notices; Community updates; and Other official resident communications.




• Ensure communications are distributed through the appropriate channels and to updated resident contact information.




• Maintain records of significant communications and correspondence.

Interdepartmental Coordination

• Coordinate resident concerns with the appropriate department.

Community Engagement

• Handle invitations, attendance confirmation, resident coordination, and feedback when applicable.

Complaint and Feedback Analysis

• Identify frequently recurring concerns and complaints.




• Prepare summaries identifying trends, service gaps, operational issues, and opportunities for improvement.




• Recommend improvements to policies, communication procedures, or resident services based on documented feedback.

Management Reporting

• Submit periodic reports to the Village Manager

Service Standards

• Assist Management in establishing target response and resolution times for different types of resident concerns.




• Monitor compliance with established response standards.




• Immediately advise Management when delays are expected and ensure that residents receive appropriate status updates.

Data Privacy and Confidentiality

• Maintain strict confidentiality of resident information, complaints, correspondence, household information, and other records entrusted.




• Ensure that resident information is used only for legitimate purposes and made available only to authorized personnel.




• Maintain secure physical and electronic records in accordance with applicable policies.

Other Responsibilities

• Perform other community relations, resident service, communications, and coordination functions that may be assigned by the Village Manager or the Board of Governors.