Resident Support Specialist

Episcopal Community Services (ECS); San Francisco (CA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Healthcare benefits

Job summary

Episcopal Community Services (ECS) seeks a Resident Support Specialist to greet residents and visitors at the front desk, ensuring a welcoming, safe environment in our permanent supportive housing community. This fully onsite role supports in-person service delivery and requires attention to safety, records, and resident dignity.

The RSS will handle front desk operations, assist with work orders and incidents, and coordinate with property teams.

Qualifications

• High school diploma or equivalent required.
• Experience in hospitality, customer service, community services, or related field preferred.
• Strong communication and interpersonal skills; ability to interact with diverse individuals with respect and empathy.
• Ability to remain calm and effective in emergency or high-stress situations.
• Basic computer skills (email, data entry, incident reporting).

Responsibilities

• Welcome residents and visitors at the front desk and provide helpful information about housing or services.
• Operate the front desk professionally, answer calls, screen visitors, and maintain logs.
• Monitor common areas for safety and conduct property walk-throughs as needed.
• Maintain confidential logs, incident reports, and records.
• Assist residents with work orders, incident reports, or grievances; document concerns.
• Keep front desk and lobby clean and welcoming; perform light janitorial duties after-hours as needed.
• Provide light administrative support to the Support Services Manager and coordinate with staff.
• Treat everyone with compassion, respect, and courtesy at all times.
• Participate in staff meetings, trainings, and property-related activities.

Skills

Customer service

Front desk operations

Communication

De-escalation

Confidentiality

Education

High school diploma or GED

Tools

Email

Data entry

Job description

At Episcopal Community Services (ECS), employees work with participants who may be experiencing homelessness, behavioral health conditions, substance use challenges, and other difficult life circumstances. While this work is meaningful and mission-driven, it can at times be stressful, demanding, or unpredictable. Employees are expected to exercise sound judgment, remain aware of their surroundings, follow established safety, communication, and de-escalation procedures, participate in all required trainings, and promptly report incidents, threats, injuries, or unsafe conditions, in accordance with ECS policies and procedures.This position is a fully onsite, client-facing role that requires in-person interaction and direct service delivery to participants at ECS program locations. Due to the essential nature of the duties and the need for consistent in-person engagement with clients, remote work or work-from-home arrangements are not available for this position.Position SummaryThe Resident Support Specialist (RSS) is the welcoming presence at the front desk of our permanent supportive housing community. This role helps create a safe, respectful, and supportive environment for residents, many of whom were previously unhoused, as well as visitors to the building. The RSS ensures front desk operations run smoothly, responds to both emergency and non-emergency situations with care, and helps maintain a secure and inclusive atmosphere. This position is essential in fostering a sense of home, community, and stability for all who enter the building.Primary DutiesWelcome residents and visitors, answer questions, and provide helpful information about housing or property-related services.Operate the front desk with professionalism and compassion, including answering calls, screening visitors, and maintaining visitor logs.Monitor common areas to support a safe and comfortable environment, including surveillance monitoring and regular property walk-throughs.Maintain accurate and confidential property logs, incident reports, and other records.Respond promptly and safely to property emergencies and incidents, seeking support from appropriate staff or emergency services when necessary.Document and report concerns related to community guidelines or lease agreements, supporting residents in resolving issues constructively.Assist residents with completing work orders, incident reports, or grievances, ensuring they feel heard and supported.Keep the front desk, entry, and lobby areas clean, organized, and welcoming; may have to perform light janitorial duties after-hours for spills and emergency clean-ups to maintain building safety.Provide light administrative support to the Support Services Manager and maintain clear communication with property management and resident support teams.Treat residents, staff, vendors, and visitors with compassion, respect, and courtesy at all times.Participate in staff meetings, trainings, and other property-related activities to enhance skills and teamwork.Other duties as assignedMinimum RequirementsHigh school diploma or equivalent (GED) required.Experience in hospitality, customer service, community services, or a related field preferred.Strong communication and interpersonal skills; ability to interact with individuals from diverse backgrounds with respect and empathy.Ability to remain calm and effective in emergency or high-stress situations.Commitment to maintaining confidentiality and upholding resident dignity.Basic computer skills (email, data entry, incident reporting).Other RequirementsMust secure fingerprint image screening and annual TB screening.Must be able to meet physical requirements of the position, which may include lifting up to 30 lbs.Mission EssentialDemonstrate behavior that supports the organization’s mission, vision, and values.Adhere to all company, property, and department programs, policies, and procedures.Communicate effectively and model integrity, fairness, and ethical business practices.Mission EssentialDemonstrate behavior that supports the organization’s mission, vision, and values.Adhere to all program, funder, and organizational policies, and procedures.Communicate effectively and model integrity, fairness, and ethical business practices.ECS offers industry leading healthcare benefits to support yourphysical and mental well-being.ECS will consider for employment qualified applicants with arrest and conviction records as consistent with San Francisco's Fair Chance Ordinance.ECS values a workplace where every individual is respected, supported, and given equal opportunity to thrive. We are an equal opportunity employer dedicated to creating a welcoming and inclusive environment for all.