Bilingual Resident Relocation Coordinator (Worcester, MA)

OVERVIEW :

The Relocation Coordinator is a key member of the Relocation team. The Relocation Coordinator is responsible for overseeing the daily relocation tasks required while working closely with residents to prepare and assist them with all required relocation activities.

The position involves regular communication with clients, managing third-party vendors, including cleaners, moving and pest control companies, and data collection and tracking.

A positive attitude and a solutions-based approach are expected when providing relocation services to clients and residents.

The Relocation Coordinator represents HOU at company events and helps move our mission and reputation forward. This is an onsite and in-person role.

RESPONSIBILITIES :

• Oversee and participate in the surveying of residents to best understand their relocation needs and preferences in regard to relocation.
• Participate in / convene resident and community meetings / drop-in sessions to discuss relocation process as well as resident relocation rights and benefits.
• Prepare and distribute appropriate notices to affected households regarding the relocation program; ensure proof of resident receipt for notices requiring such proof.
• Provide relocation counseling and assistance in compliance with applicable Federal, State, and / or local regulations.
• Coordinate flow of information between HOU, Property Management, the Client, and each Resident.
• Provide weekly and monthly reports to Client, Director, and Development team and update / maintain relocation files, database, lottery list (if needed), and relocation tracking reports.
• Create an agenda for weekly Relocation Meetings; take minutes of each meeting and circulate to team within 48 hours of meeting.
• Notify residents of their move date and provide ongoing contact and support to ensure that they are prepared to move.
• Check-in with residents at least 30 days prior to move and then at 3-, 2-, and 1-week, and 72-, 48- and 24- hours prior to move date.
• Provide assistance with arranging for moves, including packing / unpacking assistance, utility disconnection and reconnection, completing change of address forms (if applicable) for households desiring such assistance.
• Schedule, coordinate, and supervise moves and other associated tasks, such as pest inspection, unit turnover, etc. (dependent upon client and job)
• Work closely with construction, property management, development, and moving contractors to ensure residents have vacated their units in accordance with the demolition / renovation and relocation schedule, keys have been turned over to property management, and units are properly secured.
• Establish procedures for minimizing resident property damage, including inventorying furniture and taking photos / video, and serve as initial point of contact regarding resident claims of damage / loss.
• Interphase with resident's family / friends and / or social services staff to ensure seamless provision of services and / or to address obstacles to relocation.
• Represent HOU to local, state, federal agencies, the private housing industry, and community groups as necessary.
• Participate in weekly supervision and scheduled site meetings with the APM.
• Ensure relocation files contain required documentation and data tracking system is updated regularly.
• Complete all tasks identified in site work plan and perform other duties as assigned.
• Identify and respond to special needs (i.e., outstanding utility balances, poor credit history, criminal backgrounds, etc.

and accommodation issues, such as need for handicap-accessible unit, roll-in shower, 1st floor unit, extra bedroom for personal care attendant, etc.

Confirm that residents with accommodation needs have approved reasonable accommodation paperwork on file.

• Counsel and assist households who are wholly / partially ineligible for relocation benefits due to immigration status.
• Provide information regarding local childcare and transportation options as well as other social services and amenities in the new neighborhoods to facilitate successful transition for relocated households.
• Assist households with school-aged children with school transfer process, as needed.
• Coordinate with Section 8 Department regarding unit inspections and other leasing procedures (only if applicable).
• Convene info sessions and / or provide information on how to be a good neighbor, overview of Section 8 process (if applicable), budgeting / energy conversion, how to work with private landlords / comply with private leases / handle utility and maintenance problems, conduct a housing search.
• Assist residents with good standing requirements regarding rent payment and housekeeping by setting up and conducting budgeting and housekeeping workshops, referring residents for financial assistance, etc.

Qualifications

• Fluent Bilingual speaker (Spanish).
• Experience in relocation services, social services, customer service, or other similar fields.
• Excellent customer service and interpersonal skills.
• Must have valid driver's license.
• Able to work with diverse populations and to communicate effectively with numerous stakeholder groups including staff, clients, and residents.
• Ability to work under strict time constraints and on a variety of projects and tasks simultaneously.
• Excellent verbal and written communication skills.
• Understands the importance of team and can be an integral and effective team member.

If supervising staff) Ability to lead and organize staff.

• Self-directed, able to work independently and multitask.
• A positive attitude and a propensity to learn and take on more tasks and responsibilities.
• Knowledge of Microsoft Word, Excel, and Google Docs, as well as Database applications.
• Ability to be a creative problem-solver.

If specific language required due to resident population) Able to provide interpreting and written translations.

Excellent organizational skills

The ideal Relocation Coordinator will possess the following additional skills :

• Compassion
• Empathy
• Flexible and able to assist at other sites..
• Ability to maintain a calm atmosphere under pressure and stressful situations
• Willingness to learn and take constructive criticism
• Ability to deal with difficult situations and people, without taking it personally
• Sense of humor
• Sensitivity to different cultures and diversity, with the capacity to work with diversity that extends beyond race.

HOU offers a competitive salary and provides a comprehensive benefits package including health, health reimbursement account (HRA), FSA, life, vision, dental, disability insurance, educational assistance, paid time off and sick leave, flexible work schedule, and a 401K retirement plan.

HOU is an Equal Opportunity Employer.

EEO Statement :

HOU is an equal opportunity employer. We actively seek a diverse staff that is reflective of the community we serve.

It is the policy of HOU to provide an equal employment opportunity to all employees and applicants for employment without regard to race, sex, sexual orientation, gender identity or expression, color, creed, religion, national origin, age, disability, marital status, parental status, family medical history or genetic information, political affiliation, military service or any other non-merit based factor in accordance with all applicable laws, directives, and regulations of federal, state and city entities.