Tenant Support Specialist

Roof Above Inc; Charlotte (NC); On-site; USD 23,000 - 30,000; Full time

Job summary

Roof Above in Charlotte, NC is seeking a Tenant Support Specialist to help manage Forest Point Place, welcome tenants, monitor access, and connect residents with needed services. This role supports safety and effective service delivery across campus operations.

You will coordinate with program staff, document rule violations, assist with care coordination, and contribute to safety reporting and daily operations. Strong communication and compassion are essential.

Qualifications

• Experience working with individuals facing homelessness, mental illness, or substance use challenges.
• Ability to communicate program offerings and community expectations to tenants.
• Familiarity with Housing First and Harm Reduction approaches is preferred.

Responsibilities

• Monitors facility, tenants, and guests to ensure safety and compliance with rules.
• Conducts daily tours and communicates rule violations to program leaders.
• Assists with social service delivery and care coordination for tenants.

Skills

De-escalation

Communication

Social services coordination

Teamwork

Education

Bachelor’s degree preferred

High school diploma or equivalent required

Job description

ROOF ABOVERoof 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 SUMMARYThe 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 neededESSENTIAL FUNCTIONSMonitors facility grounds, activities, tenants, and guests via surveillance system to ensure safetyCompletes hourly building tours including tenant hallways and common areas of the facilityEngage 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 neededAssist 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 policyAssist with tenant lock outs of their unitsRespond 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 partyCompletes daily report outs, incident reports and any additional paperwork that may be requiredDeep commitment to Roof Above core valuesPerform other duties as assigned.OTHER RESPONSIBILITIESParticipates 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.EDUCATION, EXPERIENCE AND SKILLS REQUIREDA 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 challengesKnowledge of issues related to homelessness; effective intervention techniques; and teamwork.Familiarity of Housing First Philosophy and Harm Reduction modelSkills 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 reportsPROGRAM OVERVIEWThe 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 ENVIRONMENTRequires 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 weekendsOUR VALUES:Heart for the WorkWe choose this work and embrace this place.We practice radical compassion.We each do our unique part to end homelessness.Solution-OrientedGrounding 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 BestWe 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 OthersWe 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