Tenant Support Specialist

Roof Above; Charlotte (NC); On-site; USD 36,000 - 48,000; Full time

Job summary

Roof Above in Charlotte, NC seeks a Tenant Support Specialist to help manage Forest Point Place, oversee access for tenants, guests and visitors, and serve as the link between program staff and residents. You will communicate program offerings and community expectations to tenants as needed.

This full-time role requires CPR/First Aid certification within 60 days, strong communication and de-escalation skills, and the ability to work in a fast-paced environment.

Qualifications

• Bachelor's degree preferred; high school diploma or equivalent required.
• Experience with homelessness, mental illness, and/or substance use challenges.
• Familiar with Housing First philosophy and Harm Reduction model.
• Strong communication and teamwork abilities; report writing.

Responsibilities

• Monitor and secure facility access for tenants, guests and visitors.
• Conduct hourly tours of building; enforce rules and document violations.
• De-escalate tenants as needed; coordinate care and social services.
• Manage incoming calls and daily/incident reporting; respond to emergencies.

Skills

Communication skills

Homelessness experience

Housing First

CPR/First Aid certification

Education

Bachelor's degree preferred

High school diploma or equivalent required

Job description

Tenant Support Specialist# Tenant Support SpecialistHot JobCharlotte, NC 28217## OverviewPosition TypeFull Time## Description**ROOF ABOVE**Roof Above is NC’s most comprehensive homeless service provider. Our mission is to unite our community to end homelessness, one life at a time. Focusing on individuals experiencing homelessness, Roof Above offers everything from street outreach to shelter to Rapid Rehousing to Permanent Supportive Housing. Roof Above’s services and programs reach over 1,200 individuals every day across seven campuses in Charlotte (up to 14 campuses in COVID). Roof Above was born through the merger of Urban Ministry Center and Men’s Shelter of Charlotte in 2019. **POSITION SUMMARY**The Tenant Support Specialist is responsible for supporting the daily management of Forest Point Place including managing access control for tenants, guests, and visitors to the facility. Additionally, TSS position serves as a critical role being the connection point between program staff and building residents. The TSS position will be expected to communicate program offerings as well as community expectations to tenants, as needed**ESSENTIAL FUNCTIONS*** Monitors facility grounds, activities, tenants, and guests via surveillance system to ensure safety* Completes hourly building tours including tenant hallways and common areas of the facility* Engage tenants regarding building rules and regulations and documents/communicates any rule violations to appropriate program leaders (i.e. Clinical Coordinator)* Support in de-escalating tenants as needed* Assist with social service delivery and coordination of care (i.e., communicating upcoming appointments, assisting with locating tenants, etc)* Ensure tenant’s guests properly sign in and out of the facility per property policy* Assist with tenant lock outs of their units* Respond to and oversee internal monitoring systems (ie. Security, fire monitoring systems)* Communicates all emergencies to the appropriate emergency services personnel as needed (CMPD, Fire, EMS)* Manage incoming phone calls and forward to the appropriate party* Completes daily report outs, incident reports and any additional paperwork that may be required* Deep commitment to Roof Above core values* Perform other duties as assigned.OTHER RESPONSIBILITIES* Participates in staff meetings, training and development activities as directed.* Must be certified in CPR and First Aid or willingness and ability to complete certification within 60 days of hire.## Qualifications**EDUCATION, EXPERIENCE AND SKILLS REQUIRED*** A Bachelor’s degree preferred, High school diploma or equivalent is required.* Experience working with those that have experienced homelessness, mental illness and/or substance use challenges* Knowledge of issues related to homelessness; effective intervention techniques; and teamwork.* Familiarity of Housing First Philosophy and Harm Reduction model* Skills required to: plan and carry out shift activities; communicate effectively orally and in writing; interact appropriately with tenants, staff, service partners, governmental agencies, volunteers, and visitors; prepare and present reports**PROGRAM OVERVIEW**The program case manager’s responsibility is to work as a part of a multi-disciplinary team to address chronic homelessness by providing subsidized housing and support services. The case manager will visit tenants in their homes, working with them to ensure their basic needs are being met while exploring access to appropriate community services such as, mental health counseling, medical care, substance abuse treatment, peer support, employment opportunities and any other relevant supports. **WORKING ENVIRONMENT**Requires work in a fast-paced environment with diverse people including persons managing mental illness and active substance use issues. Requires regular physical movement and multitasking. May require extended shifts during weather or other emergencies. May require working other shifts and/or on other single site properties to meet operational demands. Shift assignments and schedule will vary and be dependent upon staffing needs. Shifts may include Holidays and/or weekends OUR VALUES:Heart for the Work * We choose this work and embrace this place.* We practice radical compassion.* We each do our unique part to end homelessness. Solution-Oriented* Grounding ourselves in what we know, we imagine what is possible.* We are intentional about getting the right people involved and we move towards effective action.* We are exhaustive in our search for solutions. Bring Our Best* We practice self-care, self-awareness, and safety.* We recognize what we need to let go of to move forward.* We exercise diligence and grit.Value Others* We honor the profound worth of each life and our work reflects it.* We meet people where they are and approach others with genuine curiosity.* We know we can’t do it alone. We are stronger and smarter together.Roof Above is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees